Exceptional Customer Service: Putting People First in the ...

The Consul+ng Team, LLC

Exceptional Customer Service: Putting People First in the Public Sector

Craig Harrison Trainer, The Consulting Team, LLC

Before Take-Off

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Who has a Good Customer Service story?

For Second Harvest Food Bank

May 5, 2017 1

The Consul+ng Team, LLC

Goals

Build positive customer relationships

Learn customer service tools Network with peers

and trade best practices

Customers: Internal and External

Service begins from the inside out. Customer Service is not a department

it's an attitude.

Customer Service Tools With a Track Record

? Moments of Truth ? Personal / Procedural Model ? Values ? Listening

For Second Harvest Food Bank

May 5, 2017 2

The Consul+ng Team, LLC

Small Group Activity

In your small group, describe 1 or 2 examples of poor service:

? Have 1 or 2 participants briefly describe an experience in which they received poor service. ? What made it poor? ? How did you feel as a recipient of poor service?

List Attributes of Poor Service:

1. 2. 3. 4.

Small Group Activity

In your small group, describe 1 or 2 examples of great service:

? Have 1 or 2 participants briefly describe an experience in which they received great service. ? What made it good? ? How did you feel as a recipient of amazing service?

For Second Harvest Food Bank

May 5, 2017 3

The Consul+ng Team, LLC

List Attributes of Great Service:

1. 2. 3. 4.

Unhappy Customers

96% of unhappy customers will never complain to you about rude or discourteous treatment... ...BUT each of those unhappy customers will tell their story to at least 9 others!

When Things Go Wrong...

It takes 12 positive experiences to make up for one negative.

For Second Harvest Food Bank

May 5, 2017 4

The Consul+ng Team, LLC

Customers, Stakeholders,

& Service Definitions

Stakeholders

Partners

Clients

Government Agencies

Your Organization

Employees

Who else are your customers

and stakeholders?

Citizens, Voters, the Public

Suppliers

Stakeholder Template

Stakeholder's name: What do you need from them? What do they need from you? How could you improve service to them? What gets in the way?

Customers, Stakeholders, and Service Definitions

Customer Service is...

Whatever enhances customer satisfaction through meeting their expectations and needs.

For Second Harvest Food Bank

May 5, 2017 5

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