customer service initiatives (csi taters)
TRANSCRIPT
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CSI - 911
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AGENDA
• Introduction - 15 minutes• Thought Provocation – tater introduction• Employee Survey high points• Overview of Objectives – short/long• Thought Provocation – Group discussion• WIG’s and Execution• Assignments
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Taskforce
• Members of CSI Taskforce– R. Connelly – A. Swenson – D. Bean– C. Schmitz– S. Dixon– J. Wonn – M. Pedretti – K. Gibson – T. Lee
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Introducing CSI
• What is CSI?– Customer Service Initiatives - explained
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Thought Provocation
• Introducing the Customer Service Taters
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•Some people never seem motivated to participate, but are just content to watch while others do the work.
They are called……………..
“Spec Taters”
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Some people never do anything to help, but are gifted at finding fault with the way others do the
work. They are called……………
“Comment tators”
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“Some people are very bossy and like to tell others what to do, but
don’t want to soil their own hands.
They are called …….
“Dick Taters”
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Some people are always looking to cause problems by asking others to agree with them. It is too hot or too
cold, too sour or too sweet.
These people are called ……………..
“Agie Taters”
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There are those who say they will help, but somehow just never get
around to actually doing the promised help.
These people are called…………
“Hezzie Taters”
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Some people can put up a front and pretend to be something they
are not.
They are called……………
“Emma Taters”
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Then there are those who love others and do what they say they will. They are always prepared to stop whatever
they are doing and lend a helping hand. They bring real sunshine into the lives
of others.
We call them……………..“Sweet Taters”
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Customer Service ProgramPre 2008 2008 2009 2010 Future
Customer Service Week
“Big” CustomerService Week
CSI Kickoff
CS WeekGot attention – ID Business Case for CSI
WIIFM – Now is the time to ID, clarify and chip away
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Employee Survey
• The co-op provides high quality customer service to its customers:
– Scored 3.9 in 2008
– Scored 3.91 in 2005
– Scored 3.82 in 2001
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Employee Survey
• At the Co-op we are always striving for continuous improvement:
– Scored 3.67 in 2008,
– Scored 3.8 in 2005,
– Scored3.77 in 2001
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Employee Survey
• My department provides excellent customer service (external and internal) – new question in 2008:
– Scored 3.85
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Employee Survey
• CROPP recognizes employees when they provide excellent customer service – new question in 2008:
– Scored 3.48
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CSI Objectives
• Times like these, are times to regroup.• Get people to focus on potential and
greatness……• Then transform that potential into
performance
• G-O-A-L-S
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WIG’s
Goals 2-3 4-10 20
Goals Achieved with Excellence
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WIG’s
Goals 2-3 4-10 20
Goals Achieved with Excellence
2-3 1-2 0
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CSI Objectives
• Short Term goals:– Core Customer Service Training for all
employees
– Integrate CSI into business and human resource processes and protocol
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CSI Objectives
• Capabilities– Great Focus and Execution– Great Leadership– Great People
– GREAT INDIVIDUALS/TEAMS HAVE A DIFFERENT DEFINITION OF SUCCESS
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CSI Objectives (Cont)
• Long Term:
– Track
– Measure
– Improve
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Thought Provocation
• Group breakout– Topic 1 - Communication/Information flow – Topic 2 - Problem areas– Topic 3 - Core Customer Service training – Topic 4 - Cross training/Career pathing– Topic 5 - Recognition– Topic 6 - What should OV/OP/OL Customer
Service look like?
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Breakout….Review Findings
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We need something from you
• Buy in…………
• Cooperation……………
• Participation…………………………
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The Power of Connection
• 15:22 “Plans fail for lack of counsel, but with many advisors they succeed.”
• People don’t want distant managers; they want to be involved at a significant level.
• They want to be CONNECTED.
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Assignment
• Interview staff members
• Identify 3 short term initiatives from those
– Why these three– Importance by department and then by
company– Present a briefing of findings at next meeting
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Facili Tator
• Thank you for your participation!