CSI - 911

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

Taskforce

• Members of CSI Taskforce– R. Connelly – A. Swenson – D. Bean– C. Schmitz– S. Dixon– J. Wonn – M. Pedretti – K. Gibson – T. Lee

Introducing CSI

• What is CSI?– Customer Service Initiatives - explained

Thought Provocation

• Introducing the Customer Service Taters

•Some people never seem motivated to participate, but are just content to watch while others do the work.

They are called……………..

“Spec Taters”

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”

“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”

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”

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”

Some people can put up a front and pretend to be something they

are not.

They are called……………

“Emma Taters”

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”

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

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

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

Employee Survey

• My department provides excellent customer service (external and internal) – new question in 2008:

– Scored 3.85

Employee Survey

• CROPP recognizes employees when they provide excellent customer service – new question in 2008:

– Scored 3.48

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

WIG’s

Goals 2-3 4-10 20

Goals Achieved with Excellence

WIG’s

Goals 2-3 4-10 20

Goals Achieved with Excellence

2-3 1-2 0

CSI Objectives

• Short Term goals:– Core Customer Service Training for all

employees

– Integrate CSI into business and human resource processes and protocol

CSI Objectives

• Capabilities– Great Focus and Execution– Great Leadership– Great People

– GREAT INDIVIDUALS/TEAMS HAVE A DIFFERENT DEFINITION OF SUCCESS

CSI Objectives (Cont)

• Long Term:

– Track

– Measure

– Improve

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?

Breakout….Review Findings

We need something from you

• Buy in…………

• Cooperation……………

• Participation…………………………

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.

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

Facili Tator

• Thank you for your participation!