developing a quality service program
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Developing a quality service program. Developing quality service. What is quality customer service? Who are our ‘customers’? What are their needs and expectations? What are the characteristics of quality service ? How can we create a culture of quality service in our workplace ?. - PowerPoint PPT PresentationTRANSCRIPT
Developing a quality service program
Developing aquality service program
Developing a quality service program
Developing quality service
1. What is qualitycustomer service?
2. Who are our ‘customers’? What are their needsand expectations?
3. What are the characteristics of quality service?
4. How can we create a culture of quality servicein our workplace?
Developing a quality service program
Part 1
What is quality service?
Developing a quality service program
What is customer service?
Developing a quality service program
What is customer service?
“Actions taken by arepresentative of an organisationto assist a customerand meet his/her needs”
Developing a quality service program
If customer service refers to
“Actions taken by arepresentative of an organisationto assist a customerand meet his/her needs”
then what isquality customer service?
Developing a quality service program
What is quality service?
Actions taken by a representativeof an organisation to assista person such that:
• the person’s specific needsare consistently met
• the person’s expectations about the level of service provided are consistently met, if not exceeded
Developing a quality service program
Quality service is about:
• establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting
Developing a quality service program
Quality service is about:
• establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting
• providing positive, satisfying experiences for this personas a result of that contact
Developing a quality service program
Quality service is about:
• establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting
• providing positive, satisfying experiences for this person as a result of that contact
• maintaining/increasing this person’s positive perceptions about the level of service both offered and provided.
Developing a quality service program
Quality service:
“You never geta second chanceto make a goodfirst impression.”
Developing a quality service program
Part 2
Who are our ‘customers’?
What are their needs and expectations?
Developing a quality service program
Who are our ‘customers’?
Developing a quality service program
Who are our ‘customers’?
• Internal customers
• External customers
• Direct customers
• Indirect customers
• Stakeholders
Developing a quality service program
What are their needs and expectations?
“If you do not meet your customers’ needs, they will go elsewhere.
If they must stay, they will make it unnecessarily hard for you.
If you meet their needs, that is what you are supposed to do anyway.
The only way to achieve customer excellence in their eyes and minds is to exceed their expectations.”Theodore LevittHarvard Business Review, 1966
Developing a quality service program
What are their needs and expectations?
Developing a quality service program
Workshop 1
Who are our customers?What are their needs and expectations?
Developing a quality service program
Workshop 1 report back
Who are our customers?What are their needs and expectations?
Developing a quality service program
Part 3
Characteristics of quality service
Developing a quality service program
Quality service involves three key elements
Strategy
Customer
System PeopleKarl AlbrechtThe Service Triangle,1990
Developing a quality service program
Characteristics of quality serviceat a personal level:
• Competence
• Reliability
• Credibility
• Empathy
• Accessibility
• Responsiveness
• Confidentiality
Developing a quality service program
Characteristics of quality service organisations
4Support and reward staff
1. Know your customers
2. Communicatewith customers
3. Have measurable standards
4. Support andreward staff
Quality performance assessment matrix
1 2
3Have measurable standards
Know your customers
Communicate with customers
Developing a quality service program
1. Know your customers
Organisations that are achieving quality performance have:
identified their customers
know the needs and expectations of key customers
established customer information systems to support staff in customer related activities
established customer complaints and feedback mechanisms.
Characteristics of quality service organisations
Quality performance assessment matrix
1Know your customers
Communicate with customers
Have measurable standards
Support and reward staff
Developing a quality service program
Characteristics of quality service organisations2. Communicate with customers
Quality service organisations:
regularly seek information on customer needs and expectations
regularly communicate tocustomers about service standards and improvements.
21Know your customers
Communicate with customers
Have measurable standards
Support and reward staff
Quality performance assessment matrix
Developing a quality service program
Characteristics of quality service organisations3. Have measurable standards
In quality service organisations:
a customer focus is evident in organisational goals, policies, plans, internal processes, standards, outputs, products and services
customer service standards areknown and met
performance is measured
standards are constantly assessed and continuous measurable improvementis undertaken.3
Have measurable standards
Support and reward staff
Quality performance assessment matrix
1 2Know your customers
Communicate with customers
Developing a quality service program
Characteristics of quality service organisations
4Support and reward staff
4. Support and reward staff
Employees at all levels are involvedin and are empowered with a clear understanding of:
the need to satisfy customers
the need to provide quality service
their role in meeting customer needs
and expectations.
Employees participate inquality service training.
Employees are recognisedand rewarded for their efforts.
Quality performance assessment matrix
1 2
3Have measurable standards
Know your customers
Communicate with customers
Developing a quality service program
Workshop 2 Assessing and evaluating our progress
• What do we do well?
• Where could we do better?
• What aren’t we doing that our customers want/need?
• How well are we promoting our services?
Developing a quality service program
Workshop 2 report back
• What do we do well?
• Where could we do better?
• What aren’t we doing that our customers want/need?
• How well are we promoting our services?
Developing a quality service program
Part 4
How do we create a culture ofquality servicein our workplace?
Developing a quality service program
How do we create a cultureof quality service?
• Committed, enthusiastic leaders
Developing a quality service program
How do we create a cultureof quality service?
• Committed, enthusiastic leaders
• Committed, professional staff
Developing a quality service program
How do we create a cultureof quality service?
• Committed, enthusiastic leaders
• Committed, professional staff
• High levels of awareness
Developing a quality service program
How do we create a cultureof quality service?
• Committed, enthusiastic leaders
• Committed, professional staff
• High levels of awareness
• High expectations
Developing a quality service program
• High team cohesion
How do we create a cultureof quality service?
Developing a quality service program
• High team cohesion
• High team cooperation
How do we create a cultureof quality service?
Developing a quality service program
• High team cohesion
• High team cooperation
• Effective communication
How do we create a cultureof quality service?
Developing a quality service program
How do we create a cultureof quality service?
• High team cohesion
• High team cooperation
• Effective communication
• Processes to provide professional learning
and support for staff
Developing a quality service program
How do we create a culture of quality service?
• Draft a customerservice policy
• Develop a customer service plan
• Set achievable milestones
• Determine how success will be measured
• Reward andcelebrate success
Developing a quality service program
Workshop 3How do we create a culture of quality service?
• Draft a customerservice policy
• Develop a customer service plan
• Set achievable milestones
• Determine how success will be measured
• Reward andcelebrate success
Developing a quality service program
Workshop 3 report backHow do we create a culture of quality service?
• Draft a customerservice policy
• Develop a customer service plan
• Set achievable milestones
• Determine how success will be measured
• Reward andcelebrate success
Developing a quality service program
Thank you