The Power of Ten

THE POWER OF 10Promising Techniques to promote excellent customer service in your team! 1

TODAY WE WILL EXCHANGE INFORMATION & IDEAS ON:

Promoting consistency in excellent customer service

Motivating your team members

Identifying incentives for a diverse group

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PRESENTER:

Cheryl North-Dickerson, CIRSQuality Assurance Manager3TRUE COLORS CARD SORT Know yourself and others

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DIRECTIONS FOR CARD SORT:

TURN CARDS FACE UP

LOOK AT THE PICTURES ON EACH CARD

READ THE BACK

SELECT THE CARD WHICH BEST DESCRIBES YOU

5Blue NEED TO FEEL UNIQUE & AUTHENTIC LOOK FOR MEANING & SIGNIFICANCE IN LIFENEED TO CONTRIBUTE, ENCOURAGE & CAREVALUES INTEGRITY AND UNITY IN RELATIONSHIPS NATURAL ROMANTIC, POET & A NURTURER

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APPROPRIATE TASKS FOR BLUES Decorating Planning recognition events Writing poetry or songs Interviewing people to get their feelings about a topic or concern Greeter 7GOLD Follow the rules and respect authority Strong sense of right and wrong Need to be useful and belongValue home family and tradition Natural preserver, good citizen, helpful

8APPROPRIATE TASKS FOR GOLDS Planner or trainer Monitoring, scheduling, and evaluating progress Detailing a specific function Projects for the aging or infirm Financial aspects of a project

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Green Lives by their own standard Seek knowledge & understanding Need explanations & answers Value intelligence, insight, integrity, & justice Natural non-conformist, a visionary, problem solver 10APPROPRIATE TASKS FOR GREENS Special assignments with creative purpose Challenging tasks use intellect & knowledge Opportunity for independent study Opportunity to design new procedures Opportunity to train others innovatively Resource database

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ORANGE Act on a moments notice Consider life as a game, here and now Need fun, variety, stimulation, and excitement Value skill, resourcefulness, & freedom Natural trouble-shooter, a performer & a competitor 12

APPROPRIATE TASKS FOR ORANGES Demonstrations involving cleverness & humor Trouble-shooting a difficulty or problem Joining or starting a recreational club Starting a project or enterprise Crisis line 13BUILDING BLOCKS

14Building Blocks 1- 4OUTLINE THE PERFORMANCE STANDARD HAVE A DEFINED CUSTOMER SERVICE POLICY TRAINING

CoachingOUTLINE THE PERFORMANCE STANDARD 15OUTLINE THE PERFORMANCE STANDARD

A performance standard is a management-approved expression of the performance threshold (s), or expectation(s) that must be met to be appraised at a particular level of performance. http://www.opm.gov/policy-data-oversight/performance-management/performance-manage...16

Many performance problems can be traced back to a failure to explain and agree on expectations and/or a failure to understand and provide the help that the person needs. http://www.businessballs.com/performance_management.htm 17

Managing performance requires managers to balance caring for and developing their people with ensuring that departmental and organizational goals are achieved. http://www.businessballs.com/performance_management.htm 18

Performance Standards Should:

Be objectiveMeasurableRealisticStated clearly in writing

http://www.opm.gov/policy-data-oversight/performance-management/performance-manage...19

GENERAL MEASURES

http://www.opm.gov/policy-data-oversight/performance-management/performance-manage...20

Group Assignment- Setting the Standard

Join another color group Develop a customer service standard Use the information from the previous slidesAssign a recorder and a reporter Prepare to report back momentarily 21

Training Builds Staff and Customer Satisfaction 22

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BASIC TRAINING GENERALLY LASTS 2 TO 6 WEEKS ENCOMPASSES SEVERAL TOPICS TEACHES NEW AGENTS ABOUT THE ORGANIZATION POLICIES AND PROCEDURES SYSTEM TRAINING COMMUNICATION SKILLS 2007 DMG Consulting LLC24

TRAINING ALSO INCLUDES KNOWLEDGE OF QUALITY ASSURANCE CRITERIA AND PERFORMANCE MANAGEMENT AND EVALUATIONS 2007 DMG Consulting LLC25ONGOING TRAINING UP-TRAINING: NEW PROCESSES, CHANGES, INITIATIVES NEW SYSTEM TRAINING: EXPLAINS THE NEW SYSTEM, HANDS ON INSTRUCTION ADVANCED COMMUNICATION: TRAINING AGENTS ON IMPROVING CUSTOMER SATISFACTION SPECIALTY TRAINING: IMPROVING SPECIFIC SKILL SETS

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Coaching is about specifics, not generalities specific behaviors, specific causes, and specific actions. It takes self-awareness and ownership for leaders to accept and respond to coaching. ~ Dr. Rick Brocato~ 28

COACHING BUILDING BLOCKS 2007 DMG Consulting LLC29

COACHING SHOULD NOT BE CONFRONTATIONAL OR ADMONISHING 30

COACHING BEST PRACTICES 2007 DMG Consulting LLC31

A CUSTOMER SERVICE POLICY SPELLS OUT A BUSINESSS HIGH STANDARDS OF CUSTOMER CARE. SETS BENCHMARKS FOR TEAM MEMBERS OUTLINES WHICH BEHAVIORS EMPLOYEES SHOULD EMPLOY WHEN WORKING WITH AND INTERACTING WITH CUSTOMERS. 32CUSTOMER SERVICE POLICIES CAN ENCOMPASS: POLICIES FOR THE TELEPHONE POLICIES FOR PLACING CALLS ON HOLD POLICIES FOR TRANSFERRING CALLERS POLICIES FOR HANDLING CALLERS WITH LIMITED OR NO ENGLISH SPEAKING SKILLS POLICIES FOR TTY CALLS GUIDELINES FOR VOICE MAIL (INTERNAL VOICE MAIL, GREETING, MESSAGES, ETC.) POLICIES FOR WRITTEN COMMUNICATION POLICIES FOR ELECTRONIC MAIL ( OUT OF OFFICE MESSAGES, CONFIDENTIAL MESSAGES, WEB-BASED INQUIRIES, ETC.)

33Building Blocks 5-7

Communication MotivatingTeam Building

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COMMUNICATION We all have different communication styles.

There is no one communication style that is right or wrong.

Communication styles have a great deal to do with ones personality

Typically are complementary to each persons personality. 35

Whats Your Style? Go to the part of the room where your communication style is posted.

In your group assign a recorder and a reporter.

Answer the questions from the handout.

We will report out momentarily. 36

We all have our own communication styles that are often different and unique in some way.

There is no right or wrong communication style

Understanding and appreciating these differences can make you a better communicator

Understanding differences can help improve relationships with others. 37

MOTIVATING YOUR TEAM Some employees get great satisfaction from their work. Some employees view work as a burden and simply work to survive. Question: Who is responsible for motivating your team? Members or Managers? 38

It is not a managers job to motivate their agents. It is however a leaders responsibility to create an environment in which agents can be self-motivated. 39

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Motivation TheoriesTheory X and Theory Y Douglas McGregor Theory X Assumes:Employees are naturally unmotivated Employees avoid responsibility and need to be redirectedEmployees need to be supervised at every step, with controls put in place Employees need to be enticed to produce results; otherwise they have no ambition or incentive to work Theory Y Assumes: Employees are happy to workEmployees are self-motivatedEmployees are creative Workers take responsibility and are motivated to fulfill the goals they are givenEmployees seek and accept responsibility and do not need much direction Employees consider work as a natural part of life and solve work problems imaginatively 41

Objective: To roll the marble from the starting point of its journey, through tubing, and into its final destination the bucket, in the fastest time possible, without dropping it. The marble represents your customer. TEAM BUILDING EXERCISE 42

Building Blocks 8-10

PLAN RECOGNITIONMORALE BOOSTERS 43REWARDS & RECOGNITION

Consider the final outcome

Use incremental incentives

Make incentives visible

Consider status power

Focus on goal commitment

Make competition part of your program

Establish rules of conduct

Create multiple program levels

Use non-financial measures

Leverage risk 44A positive work environmentCreative employee recognition programsSolid training and ongoing employee development A career path for your employeesOne on one coaching Theme contestsCasual dress days Time off programs Team spirit Appropriate job title

Top Ten Non-Monetary Motivating Factors: 45

TEAM FUN!! 46TEAM FUN

47If you fail to plan you plan to fail48SWOT ANALYSIS S STRENGTHS W WEAKNESSES O OPPORTUNITIES T THREATS

49CREATE A SWOT ANALYSIS PAIR UP WITH ANOTHER PERSON THAT HAS A DIFFERENT CARD COLOR.

TAKE A PIECE OF NEWSPRINT AND CREATE A SWOT ANALYSIS FOR EITHER OF YOUR CALL CENTERS.

50Top 10 Companies for Best Customer ServiceAmazon United Services Automobile AssociationLowesTrader Joes MarriottHome Depot Barnes & Noble Marshalls Sams Club Costco www.money.usnews.com 51Top 10 Complaints Being hard to reach Failing to say sorryBeing placed on hold Not responding to requests quicklyAutomation Bouncing them around Selling faulty products Ignoring complaints Making it hard to return Nickel & diming them 52

QUESTIONS/INFORMATION SHARINGBURNING ISSUES

53RESOURCES Presenter: Cheryl North-Dickerson Garber 50 Communications, Activities, Icebreakers and Exerciseshttp://www.etonline.comhttp://www.communicoltd.com www.businessballs.com http://www.incentivemag.com http://www.opm.gov/policy-data-oversight/ info@dmgconsult.comDMG Consulting LLC

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