Orange County Public Schools

Customer ServiceOCPS HR Showcase

October 30, 2015

Orange County Public Schools

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Is HR a “Customer Service” Organization?

No!Jeremy Eskenazi, SPHR, SHRM-SCP, CMCOctober 6, 2015

Orange County Public Schools

He says HR should be a consultant and this is the difference

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Orange County Public Schools

At OCPS…..

Our Human Resources Department takes customer service seriously.

On every e-mail tag line it reads…

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Orange County Public Schools

At OCPS…..Customer Service focus is districtwide

This line was added to every job description.

“Responds to internal and external customers in a timely, accurate, courteous and empathetic manner representing OCPS in a positive light.”

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Orange County Public Schools

So what do you think?

Is HR Customer Service focused in your organization?

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Orange County Public Schools

Maggie’s Video pick

https://www.youtube.com/watch?v=IyxqWL2WY8Upick

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Orange County Public Schools

Today we will cover:How We Know our Customer Needs

• Service Mapping

• Data Review

• The Dreaded Survey

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Orange County Public Schools

Service Mapping – A tool used to look at organizational processes through the lens of the

customer

Orange County Public Schools

Orange County Public Schools

Standard vs. Stellar Service

Orange County Public Schools

Be your Own Customer

• When was the last time you looked on your website as a first time customer or called your own place of business?

• Applied for a job or attended your own job fair

• Looked for job descriptions, contact information, etc.

• Clicked on all the links or played the videos

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Orange County Public Schools

Data Review

What type of phone calls do we receive?

Would adding an Frequently Asked Questions page help? A sign? A revised phone tree?

Number of positions posted determines the number of interviews in upcoming weeks which determines the number of PREO seats needed.

Anticipate Questions

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And then there is just asking?

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Orange County Public Schools

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Orange County Public Schools

Rules of a Good survey

1. Is it Timely?

2. Is it Quick?

3. Will Anything Happen?

4. Take It On the Chin.

5. Only Ask Relevant Questions/Stick to the point.

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Orange County Public Schools

Is it Timely?Just got done with the worse recruitment period ever - or a lay off, hiring freeze, no pay raise announcement, etc. All of these thigs could impact results and sometimes it is a time to shine after something bad happens.

When to measure? If you survey the same time annually then comparisons can be made.

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Is it Quick?

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Not good if you see this after completing 2 pages.

Orange County Public Schools

“Each brief survey will take you a few minutes.”

“And we’ll send you updates from time to time on how your opinions are shaping Ohio State.”

Orange County Public Schools

Orange County Public Schools

“Asking for feedback is great, but only if the information is going to be used to fix or change something."

Donna Fluss, the president of DMG Consulting, Customer Relationship Management Magazine

Orange County Public Schools

“Your input matters”

Orange County Public Schools

Take It On the Chin.

"Criticism may not be agreeable, but it is necessary. It fulfills the same function as pain in the human body. It calls attention to an unhealthy state of things."

Winston Churchill

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Orange County Public Schools

Only Ask Relevant Questions/Stick to the Point.Ask yourself – what can be done with the response on this one.

Did you like that we drug tested you today?

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Orange County Public Schools

Covers it all?

We’re keen to make sure we do a great job for you and we’d like you to answer two very quick questions to keep us on track.

We’ve been careful to make sure it can be done in less than 30 seconds so we’d be really grateful if you could click on the link below to send us your reply. And please be honest – whether it’s good news or something we can do better, we’d like to know!”

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Orange County Public Schools

Once this is understood clearly, the most important factor is not the response rate, but the fact that you are:

• showing you genuinely care;

• making it very easy for a customer to tell you what’s on their mind (things which they might not say to your face, or things which you wouldn’t find out unless you asked).

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Orange County Public Schools

Your Thoughts?

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Orange County Public Schools

We use Survey Monkey

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

Changes we made because of survey?

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Increased communication – Newsletter, personalized e-mails, “Who-ya-gonna-call” what contact sheet,

Peeking at comments this time….

Orange County Public Schools

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So, because we know you have too many surveys we will give you a break

Orange County Public Schools

Thank you for attending our session!

Suzanne Vendena, Senior Director, Compensation

Maggie Rassel, Senior Administrator, Talent Acquisition

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Orange County Public Schools

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Orange County Public Schools

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