Kevin Limehouse - SCLTAP · What is Customer Service? Who are your Customers? External and Internal...
18
Kevin Limehouse
Transcript of Kevin Limehouse - SCLTAP · What is Customer Service? Who are your Customers? External and Internal...
KevinLimehouse
Agenda� DefiningCustomerService� Whatwedidandhowyoucanuseit
� Keystosuccess� The4CornerstonesofCustomerService
� Challenges� AdditionalTools
WhatisCustomerService?� WhoareyourCustomers?
� ExternalandInternal� Buildinganddevelopingrelationships
� 5minutes� 5years
� WhatisService?� Howwetreatpeople� Whatweprovide� Reputation
Howwedidit
KeystoSuccess� Upperlevelsupport� DedicatedpositiontoCS� Willingnesstotrynewideas� Teamworkandsupport
QuickHistory� CountyAdministrator’scustomerserviceinitiative� PublicWorksImplementationPlan
� Designedtobefluid–onesizedoesnotfitall� Designedtobetransferable� Designedtocontinuallyimprove
Implementa?onPlan� Identifyingneeds� Recognizingchallenges� Creatingstructure� Measurablegoals
Howyoucandothis
The4CornerstonesofCustomerService� The4CornerstonesofCustomerService
� StandardMethodology(customerserviceforengineers)� ImprovedInternalRelationships(communication)� ContinualStaffDevelopment(educationandtraining)� AnticipatingCustomerServiceNeed(planning)
Astandardizedmethodologyforhandlinginput� Treatseveryonethesame� Consistent� Easytorememberandtrain–butnotachecklistorcatchall
� Greet� Respect� Explain� Act� Thank
Streamlinedandimprovedinternalrela?onships� Redtape-cutit� “It’snotmyjob”� “We’veneverdonethatbefore”� Streamlinecommunications
� Silos/kingdoms?Egos?� Howisyourcommunication?Toptobottomandbottomtotop
� Empoweryouremployees� Promoteateammentality
Con?nualStaffDevelopment� DoyouprovideopportunitiesforyourstafftoImprove?� Education� Training� Mentoring� Empowerment� Support
An?cipa?ngCustomerServiceNeeds� PreventativeMaintenance� Presenceinthecommunity� Repeatcustomers� Repeatedbehavior� Knowyourjob
Challenges� Negativity� Resistancetochange� History-lackoffaithinmanagement–doyoukeepyourword?
Howtodealwithnega?vity� Stopitatthesource
� Coachinprivate/Praiseinpublic� Findwaystoencourageandengage� Keeppromises� Listen� Responsibilitytoyouremployee–cuttingfat
Addi?onalTools� Peerrecognition� ChallengeCoins� Cookoutsandotherevents� Documentsuccess
Takeaways:� Continuallyevaluateyourorganization� Empoweryouremployees� Embracesmart,meaningfulchange� Customerserviceistheresponsibilityofeveryemployee
ContactInforma?onKevinLimehouseAdministrator’sProjectOfficer4045BridgeViewDriveNorthCharleston,[email protected]
