Thank you for the opportunity to present to you today. My name is Christine Drake. I am excited to share with you my ideas about improving customer service at SnoCo. I hope you will find my presentation insightful, creative, and exciting.
I want to begin w/ My presentation objectives. 1st objective is to help identify cust. Serv. Goals. (I will answer the questions of who, what, why, when) My 2nd objective is to promote continuity and show you how to connect cust. Serv. Strategies not only to each other but also to each dept. my 3rd objective is to detail specific ideas to implement my customer serv. Improvement plan. My 4th objective is to illustrate how SnoCo can achieve goals & measure success.
In my research I came across SnoCo’s SnoGold 2010 committee plans. I feel it is important that I give you a little background of the committee design so you can appreciate & understand where my inspiration came from in developing the c.s.i. plan. . The committee plan is a system of strategies aimed at supporting tourism in SnoCo during the 2010 Vancouver Olympics. The first goal of the committee is to Promote Snoho not only as a place to visit but A place to live, work, & play. From ’00-’06 increase population by 10% BY 2025 there will be 345,332 jobs (an increase of 125,000+ from 2000). The 2nd goal of the committee is to Maximize opps. Maximizing opps means you recognize potential opportunity. You realize opportunity by bringing together time, energy, & money. An example of recognized opp. SnoCo Recently allocated funding in the budget for The County’s Public Art exhibit demonstrates the co.’s commitment to cultural enrichment. Art exhibit showcases local talent and celebrates world art. Art provides education, encourages creativity & promotes diversity. It also creates an attractive public space. By showing pride in our community we entice new businesses to locate here while sustaining established businesses. As a result we see a boost in the economy. The 3rd goal of the committee is to Highlight Characters unique to our county such as parks, museums, restaurants, Native amer. Culture & history as well as environmental characteristics like lakes, rivers, mountains, trails, & plants/flowers & wildlife indigenous to the great NW. The 4th goal of the committee is to Identify solutions through a public forum and council meetings we keep the community informed on Issues like: business decisions, impact on crime, environmental conditions, & future development plans. Community effort all input is valued and is important to define resolution. Where a Shared vision is realized.
My proposal is to apply these same strategies found in SnoGold TODAY to SnoCo customer service improvement plan I have identified the following parallels between an Olympic performance level and improved customer service strategies. There are 4 crucial components that must be present in both plans in order to achieve optimal impact. The 1st component is Core Strength. An Olympian must rely on core strength in order to develop, build, & support the structure aka the “body”. In a customer service plan this development is known as the Foundation-The foundation of customer service is comprised of developed systems, where expectations and training are organized according to SnoCo’s mission and the core values. You want to be the “best” at your game…a top performer. The 2nd condition is Performance Improvement at an Olympic level this is accomplished thru a “conditioning program” where you fine tune techniques, build on your strengths, improve on deficiencies. Performance improvement aka Accountability is how SnoCo. develops Customer Service strategies. This is accomplished through clear communication and by creating an action plan where you identify weaknesses and build on strengths from a team effort. The 3rd component is Endurance. Endurance is crucial for an Olympic athlete. Endurance gives you the ability to challenge yourself, to incorporate different training styles/programs, you are in a state of continuous improvement. For SnoCo (endurance) is Sustainability you want a plan that will work for future generations, implement ideas from different depts. Involve all team members, which will fulllfill all core values. Ask for staff input shows employees that they are a respected and a valued team member. improve ability to provide service long term, form a partnership with staff & community. The 4th component is Flexibility. From an Olympic is accomplished thru all the above. Develop muscles (practice) prevent injuries, improves agility. Flexibility ability for (SnoCo) is the ability to evolve. SnoCO customer service plan must be able to adapt to changing environment without reinventing the wheel. It must also Accommodate different learning styles, meet culture diversity requirements in order to meet a variety of needs. diff. It is from these four crucial attributes that I developed my customer service improvement plan.
My proposal is that SnoCo implement Olympic Style GOLD Standard Customer Services. The GOLD Standard way is accomplished thru the following 4 elements. In which I will go into detail on the following slides. Customer service must be goal oriented, develop from an organic design, excel through leadership development, and finally be part of the daily routine or protocol.
The first gold standard is goal oriented. The Gold Standard Way is to set the bar high. Our goals should be SMART (specific, measurable, attainable, realistic, & timely) Goals should also incorporate SnoCO’s Core value system of accountability, service, integrity, respect, partnership as well as adhere to the Mission of SnoCo to “enhance quality of life.”
It is through a clear focus of improved customer service that we will promote a lifestyle where SnoCo is known for a Place to live, work, & play. We are able to accomplish this by listening to our community members, local business owners, & public leaders to design a well-rounded integrated customer service plan to meet diverse needs of the county.
The 2nd gold standard way is to create a Gold Standard Customer Service plan will best meet the needs of the community if it is designed organically. This means that the benefit in forming partnerships ( a SnoCo core value) will create a public forum in which citizens feel encouraged to participate. It will keep everyone informed & generate a shared vision. The organic design is a result of combining elements from within the internal departments already in place at SnoCO as well as local comm. It will have a “home grown” feel that is systematically issue focused. The end result Systematic- parts that make up the whole. characteristics of departments and community real people making real decisions for real people. preserve characteristics that make Snohomish unique = improved quality of life.
The 3rd gold standard way is to provide Gold Standard Customer Service Plan that will evolve through leadership development. Leadership development will empower learners, promote a learning culture, & develop leaders of the future. It will accomplish this by bridging the gap between strategy * execution. Leadership development will take place thru a combination of training strategies including blended learning, elearning, self-paced & mentor-based instruction.
In Gold Standard Cust. Serv. Blended learning will serve as a way to integrate a variety of training methodologies. It will attempt to accommodate a variety of learning styles, penetrate language and cultural barriers. The concept is that people learn in very different ways and that not one training technique works for all employees. Some learners prefer formal classroom or instructor led teaching. Others prefer a more informal approach where they lear from peers or co-workers. People based knowledge is learning that takes place through human connection emotional learning. Interactive learning involves all the senses visual, auditory, tactile.
Elearning is one strategy used in a blended learning curriculum. From a elearning perspective time is important focus. Staff can learn a variety of cust. Service oriented skills with a 10-20 min task focused training session. While the initial set up cost are substantial SnoCo will more than make up the cost saving money on facility rentals, travel arrangements, and paper products. SnoCo will already save $600K with the implementation of High Line Software Systems in Human Resource. In acquiring new skills or expanding knowledge you will see a change in behaviors that support improved customer service the GOLD Standard way. Through elearning convenient access The GOLD Standard philosophy will reach everyone in all departs and produce high customer satisfaction results.
The 2nd training method for Blended learning incorporates a self paced learning style. While this can take place through elearning other options are using videos, dvd’s, workbooks, simulations or online resource links. It will be content focused & job specific. It will show you how your specific job impacts customer service. The flexibility of self-paced learning allows to you learn in your own time. Other staff members will be inspired by your success and improved skills.
The 3rd training method in a blended learning approach is Mentor based learning. Mentor based learning is a more formal type of learning. Mentor based learning accommodates the hands on learner. On the job training instructor lead or workshops give learners the opportunity to practice their newly acquired skill and allow for immediate interaction or feedback.
The 4th and final Gold Standard requirement is the Daily protocol. From the blended learning training methodologies the Gold STANDARD customer service Becomes part of daily routine, team work accomplish goals together increase productivity division of work load, task oriented, Accountability team members will hold each other accountable which will in turn develop Expectations gain mutual respect and Recognition among peers and managers encourage behavior develop high performance culture incentives will say thank you for your hard work.
The Gold Standard conditioning program improves customer service on a daily basis. “every customer every time” is the motto. The gold standards relies on 4 constant conditions; solid core foundation, accountability, sustainability (forward thinking), and evolutionary.
So now that we know what the Gold Standard Customer service program is how do we implement it? Through gold mining approach we research which aspects of customer service we want to improve. Is it efficiency, effectiveness, response time, resource availability, and solution options. We can determine which customer service aspects impact specific depts. By organizing an advisory committee comprised of department heads, managers, & team members. This is a process where evaluation & review take place and ultimately the development process begins. Once the Gold Standard Customer Service Plan is tailored for each department the promotion process begins. Promotion is important to obtain “buy in” get staff excited about their individual contribution. A formal roll out process will take place & training prototypes will be made available at roll out.
Gold Standard Roll out should take place in a formal style.
The Gold Standard Service plan is what you put into it individually and departmentally. You can make it fun and challenging. Departments heads can challenge each other to get every staff member in their department to sign and turn in the rules of engagement. Successful depts. Will vie for a makeshift Olympic Torch in a competition know as “Pass the Torch” You can add more fun and competition and design department flags that characteristically represent your department or people in your dept.
Through the Gold Standard Customer Serv. Plan comes the Gold Standard Incentive Plan. The incentive plan allows SnoCo to evaluate impact from a department level, organization level, and individual level. The incentive program will help establish Gold Standard norms and celebrate benchmarks of accomplishment. In rewarding excellent services you instill expectations and support the overall vision. Leaders who embrace the Gold Standard philosophy will no doubt set the stage for the staff to follow…………..When everyone jumps on board. We ALL WIN!!
Through promotion all staff members will be introduced to the way they can individually make a difference. Far too often staff feel disconnected from results or do not feel valued for their contribution. This is an opportunity for employees to get involved. Choose their attitude will you enter into the Gold Standard Cust serv program with enthusiasm or cynicism? Remember that your words, actions, & behaviors significantly impact those around you. Be there does not mean just show up. The Gold Standard expectation is that you will participate fully.
You can make a difference by being ready. Not afraid of change. Ready ..set..go the Gold Standard is now implemented.
You can make a difference by Jumping in don’t hesitate participate fully & encourage each other.
You can make a difference by Understand that we are in a consistent state of improvement to do things different or better. Our Gold Service Plan is flexible enough through the blended learning training approach. Our ability to anticipate future company needs will improve our ability to draw conclusions and offer appropriate solutions…we will be responsive to individual needs.
You can make a difference by The Gold Standard way is to not be afraid to be creative bring your ideas, enthusiasm to the table. Challenge each other by taking it up a notch. Stand out make a difference. Respect your abilities and value your contribution. Suggest ways to improve, might save co. money. Keep turnover costs low, and keep good talent.
Hang in there! You can make a difference by being a strong leader be an example for others
The Gold Standard Way celebrates YOU the differences in our community, leaders, and staff.
Thank you for your attention. I am happy to take questions at this time if there are any?