Service Mindset - IT Academy · 2016-03-30 · Service Mindset . 5 . Page 2 ... to help achieve local school or unit goals. We make user impact a primary focus of our actions; we

Service Mindset Facilitated by:

<Facilitator Name(s)>

Start/End Time

Lunch & Breaks

Restrooms

Fire Exits

Electronics – please mute

First Things First

2

Interactive Dialog

Challenge & Support

Materials

Action Plan – capture your notes on breaks or in between class sessions

Class Overview

3

T Shaped Professional

4

Meet the challenges of today’s IT environment

₋ Social, Mobile, Analytics, Cloud – Video (SMAC-V)

₋ Integration & innovation

Six IT Academy tracks emphasizing both depth & breadth

Source: ITAcademy.harvard.edu Page 1

Maintain a consistent focus on users’ IT service needs, using Accountability, Collaborative

partnerships, and Empathy to make all of your engagements with users and partners positive

and supportive.

"The highest of distinctions is service to others.”

Source: ITAcademy.harvard.edu

Service Mindset

5 Page 2

Discover more about your users and their expectations

Apply the ACE competencies - Accountability, Collaborative Partnerships & Empathy – to ensure user satisfaction

Recognize and understand users’ moments of truth (MOT)

Plan ahead for mitigating user impact when problems occur

Service Mindset Foundations

© Copyright 2015 6 Page 3

Introduction User Focused Service ₋ Keeping the focus on the

user ₋ Partnership spiral ₋ Learning about key users

Service Expectations ₋ Service level choices ₋ What is a Service Mindset? ₋ ACE competencies ₋ Moments of Truth (MOT)

Wrap up

Agenda – Day One


Service Expectations

Service Recovery User Service

Communications

Service Oriented Staff

Introduction Service Styles Service Recovery ₋ Handling & working with

complaints ₋ Proactively plan for service

challenges Service Communications Handling Difficult Situations Wrap up ₋ Action Planning & Next Steps

Agenda – Day Two




Communications


Introductions: ₋ Name, department, service you provide

Team work: ₋ Each team – share your Best service stories / select 1 ₋ Each Team – share your Worst service stories / select 1

All teams answer: ₋ What does “Service Mindset” mean to you?

Elect Spokesperson to report team results

Introduction Activity

© Copyright 2015

9All

te Page 6

User-Focused Service

© Copyright 2015 10


Service Recovery

User Service

Communications


Keeping the User Focus

Page 8 © Copyright 2015 11


Service Recovery

User Service Communications


Identify your users ₋ Who are they? ₋ Which users do you spend the majority of your time with?

Know your users ₋ What do we know about the user? ₋ What don’t we know about this user? ₋ What can change with this user within a year? ₋ What kicks this user out of the center of our focus?

Learn about your users ₋ What are their short term, intermediate, and long term

goals? ₋ What challenges do they face now? ₋ How do they see technology helping or hindering them? ₋ In what way can IT best serve them?

User Focus Tool

12 © Copyright 2015 Page 10

Who are your users and partners?

Partnership Spiral


User? Provider/Partner

Provider/Partner Provider/Partner


Who are your users and partners?

Partnership Spiral


User?



Provider/Partner




Service Recovery

User Service

Communications


What is Excellent Service?

16 © Copyright 2015

Service Expectations Choices


BASIC ENHANCED PREMIUM

$$$

Time

Involvement

Options

Low Fast/Quick Low Limited

Some Medium Moderate More

Expensive Long Extensive Unlimited

Managing user expectations begins with identifying the service level (B,E,P) to be provided.

Basic Service is not bad nor is Premium Service the best.

Desired goal is a clear agreement between IT and user on service levels and a consistent delivery of those service levels by IT.

Service Expectations Choices


Service Mindset


We take responsibility for our actions, decisions and deliverables in ensuring effective IT service results for our internal and external users.

We identify opportunities and take action to build strategic relationships among our teams, departments, units, or organizations to help achieve local school or unit goals.

We make user impact a primary focus of our actions; we make every user’s problem our problem and see all problems through to satisfactory resolution.

Accountability

Collaborative Partnerships

Empathy

Let’s take a deeper dive now into these three competencies through deconstructing a statement that illustrates each one

Action 1: We set high standards of performance for ourselves and others by self-imposing standards of excellence rather than having standards imposed, and measuring our progress in meeting those standards

ACCOUNTABILITY

Harvard’s ACE Challenge

Pages 17-18 © Copyright 2015 20

Action 2: We take adequate time to assess needs, the situation, and problems before responding with a recommendation

COLLABORATIVE PARTNERSHIPS



Action 3: We develop action plans and follow through on users’ requests to ensure users always have a positive experience with the services provided, no matter where in the service delivery process we play a role

EMPATHY



What examples do you have that may illustrate each competency with your service at Harvard? At your leisure , Individually take the quiz in the handbook of the 27 Service Mindset actions (9 actions for each competency) to the three competencies



Identify one user or user group.

What do your user(s) expect for service based on the ACE competencies?

Identify one specific actions/behaviors that would exemplify this to your user for each Competency.

Clarifying & Meeting Expectations Tool


Think of a difficult service situation at work –present or future. Focus on the people and details of the difficult service interaction. ₋ Describe a situation where there is difficulty in

providing service to a user or group of users, here at Harvard. ₋ The situation can be present or future ₋ Describe what makes it difficult for you and for the

user. ₋ Who was involved (roles only, no names)? ₋ Sign your name.

Assignment


“Any episode in which the client comes into contact with any aspect of the organization and gets an impression of the quality of its service.

It’s the basis of setting and fulfilling client expectations and ultimately client satisfaction.”

- Jan Carlzon

Moments of Truth


Moments of truth happen through the user’s eyes.

There can be hundreds of MOTs in a single user experience

Can be positive or negative / Large or small

Critical MOTs “make or break” the service experience for the user MOTs are defined by each individual user

MOTs could differ by circumstance

Organize MOTs by creating a MOT Service Map

Moments of Truth


McDonald’s Service Experience

List the MOTs chronological from the user’s experience.

Moments of Truth Service Map


1. Choose one IT service and define a situation & user

2. Create a MOT service map from the user’s perspective

3. Circle the 4-5 critical MOTs 4. Select one critical MOT and improve this

service.

MOT Team Assignment


Be empathetic

See both the big picture and details

Analyze each MOT for quality

Fix easy things, improve, delete steps

Verify with users

MOT Summary


Ticket out the door ₋ Your thoughts on the day

Tomorrow: ₋ Start time and schedule ₋ Bring your action plan notes

Day One Wrap up


IT Service Mindset Facilitated by:

<Facilitator Name(s)>

User Focused Service ₋ Keeping the focus on the user ₋ Partnership spiral ₋ Learning about key users

Service Expectations ₋ Service level choices ₋ What is a Service Mindset? ₋ ACE competencies ₋ Moments of Truth (MOT)

Agenda – Day One




Communications


Service Styles Service Recovery ₋ Handling & working with

complaints ₋ Proactively plan for service

challenges Service Communications Handling Difficult Situations Wrap up ₋ Action Planning & Next Steps

Today’s Agenda




Communications





Service Recovery

User Service

Communications


Counselor Trusted Advisor

Untapped Potential Provider

Styles of Serving the IT User

Low High

Hig

h Re

latio

nshi

p-or

ient

ed

Solution-oriented Pages 26-27


For the Provider, Counselor, Trusted Advisor & Untapped Potential: What are the advantages of this style? From the User and the Service Delivery “Point of View” What are the disadvantages of this style? From the User and the Service Delivery “Point of View” Which service level(s) fits it best? Basic, Enhanced, or Premium

Team Assignment


Service Recovery



Service Recovery

User Service

Communications


Takes 12 positive interactions to make up for 1 negative interaction

1 service provider can make or break the overall service experience

The power of one….


S A T I S F A C T I O N

Service Recovery


Do It Right The First Time

+ Feedback Management =

5 % - Complain to management

45 % - Complain to front line

50 % - Never complain

Complaint Iceberg


Questions for your service team . . .

How is your organization handling complaints now?

What improvements can be made to handle complaints consistently?

What complaint gathering methods can you use to be proactive in soliciting feedback?

Handling Complaints


Goal: To better understand the user’s experience and take accountability for our service delivery To users: Ask questions that are focused on what’s

important to the user Make it easy for users to answer

To the service team: Take time to discuss and clarify user experiences

with each member of the service team. What information do you need to understand the

users expectations?

Asking the right questions


Survey examples: What are the Right Questions?

Satisfaction Seeking Questions


Based on user feedback Based on Moment of Truth Map

• Chronological order • Critical MOTs

Questions only the user can answer Simple, convenient, quick “What’s In It For Me?” Be prepared to work with the information

User Satisfaction Questions Activity: 1. Select 1 MOT map from the first session.

2. Create a set of User Satisfaction Questions

based on the Critical MOTs.

Service Recovery


Service Communications



Service Recovery

User Service

Communications


What does this mean to me? ₋ How does this help me? ₋ How does this impact me?

Questions users are always asking themselves


Focus on what’s important to them

Be concise

Be positive – good news first!

Link to user feedback & current initiatives

How to get users’ attention


Can Do vs. Can’t Do Explain the reasons for the “No” part of the

answer. ₋ Creates clear and transparent accountability for

processes and outcomes Offer options and alternatives for the “Yes” part

of the answer. ₋ Emphasizes collaborative partnership with user’s area

Listen to understand ₋ Show empathy by respecting the interests of users &

listen actively to their needs and concerns

Service Mindset Communications


Round One (Take 30 seconds) Create a list of “No” answers that you give to

users. ₋ No, we don’t support that software. ₋ No, there’s not enough time. ₋ No, we don’t have enough resources for both projects.

Ways to Say “No” Better


Round Two (Rotate and take 5 min) Replace every “No” with a more user-

focused “No”. Accountability – Explain the No Collaborative Partnership - Offer options and alternatives Empathy – Listen to understand

Page 43

Author ₋ Heads up team and describes the situation/vignette ₋ Summarize team results

Participants ₋ Select service situation that interests you

Teams ₋ Refer to page 44 to analyze service situation

List the actions/next steps to move forward

Difficult Situations – Applying the Service Mindset

51 Page 44 © Copyright 2015

What are the user’s MOTs? ₋ What is the user expecting right now:

Accountability Collaborative Partnerships Empathy Service Styles: ₋ Counselor ₋ Trusted Advisor ₋ Untapped Potential ₋ Provider

Used? Wanted/Needed? Options now? ₋ Follow up visit ₋ Email communication ₋ MOT Service Map Tool ₋ User Focus Tool ₋ Clarifying & Meeting Expectations Tool ₋ Service Recovery Plan

Difficult Situation Review


User Focus ₋ Know your users well enough to anticipate their

needs. ₋ Share user information in staff meetings. ₋ Stay focused on the Partnership Spiral.

Summary


User?



Provider/Partner

Managing Service Expectations ₋ Three levels of service – Basic, Enhanced, Premium -

All levels are good, just different. ₋ Service Mindset – Accountability, Collaboration

Partnerships, & Empathy ₋ Moments of Truth

Summary


Service Oriented Staff ₋ ACE Service Styles – Counselor

Trusted Advisor, Provider ₋ Is there Untapped Potential? Why?

What can you do about it? ₋ Recognize that difficult situations will

occur and view the user’s perspective in addition to your own.

Summary


Counselor Trusted Advisor

Untapped Potential Provider

Service Recovery ₋ 12 positive interactions to make up

for 1 negative.

₋ Make it easy for your users to give you feedback. Ask the right questions!

₋ Proactively plan for bumps in the service delivery.

Summary


Service Communication ₋ Increase user communication

₋ Deliver consistent, informed communications

₋ Can Do VS. Can’t Do Attitude

Summary


Questions: ₋ How can you personalize this training?

₋ As a result of this training, what one change will you make

toward improving the service you offer?

₋ What service improvement/change could another internal IT service team implement to provide better service to you?

₋ What service improvement would you suggest that IT implement to improve your service to your user areas?

Wrap up ₋ Link to survey: bit.ly/ITAcademyFeedback

Action Plan / Wrap Up


http://bit.ly/ITAcademyFeedback

User – Pages 7-12 Service Expectations I – Pages 13-19 Service Expectations II – Pages 20-24 Service Oriented Staff – Pages 25-27 Service Recovery – Pages 28-37 Service Communications – Pages 38-43

Action Plan Handout Page Corrections:

© Copyright 2015

60

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© Copyright 2015, by Ouellette & Associates Consulting, Inc. All rights reserved. No part of this material may be reproduced in any form or by any means without prior written permission from Ouellette & Associates Consulting, Inc., 40 South River Rd., #

66, Bedford, New Hampshire, 03110, (603) 623-7373.

Documents

Service Mindset - IT Academy · 2016-03-30 · Service Mindset . 5 . Page 2 ... to help achieve local school or unit goals. We make user impact a primary focus of our actions; we