Oklahoma State University Customer Service Training 2011

Executive Briefing Creating a Service Quality Culture

1copy 2011 YourNextSpeaker LLC

EXECUTIVE BRIEFINGCreating a Service Quality Culture

April 2011Developed and Presented by Rhett LaubachYourNextSpeaker LLCArcadia OK

wwwYourNextSpeakercom



P r o v i d i n g q u a l i t y s e r v i c e is the job of everyone at Oklahoma State University A leader must believe in understand and clearly communicate quality service expectations to create a service quality culture Positively providing a stakeholder experience where OSU connects with people on a relational emotional and rational level creates OSU advocates The value and benefits are extensive and define how people see relate to interact with support and champion Oklahoma State University

Discussion will include

Why it is important to be obsessed about what the stakeholder wants

Establishing clear quality service expectations

How leadership can ensure team responsibility and follow-through

How to be a stakeholder-focused organization

Research30 of students who leave a university cite the number one reason as ldquoI felt like they didnrsquot care about merdquoThe second major reason students quit a school is dissatisfaction with how the staff treats them12 of potential enrollment is lost as soon as a potential student who had indicated an inclination to attend makes direct contact with the institution72 of all students leave school for academic customer service focused reasons

Source Dr Neal Raisman Author of The Power of Retention



Principles1

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Questions

Why should OSU be concerned about quality service

Who are our stakeholders

How can we tell if we are good at service

What does poor service look like

How does a university benefit when stakeholder service improves

How do students benefit when service improves

What are the barriers to great service

Where is excellent service happening on campus

How can we successfully manage student successfailure

What are the personal benefits to stafffaculty for being great at service



Strategies VALUEPERKSNOTESAUDITSGUESTSHEROESMODELS

FRIENDLYKINDNESSPERSONALLANGUAGEREMINDERSSTANDARDSMEASURINGCOURTEOUSWELCOMINGEASE OF USEEXCELLENCE

CORE VALUESRECOGNITIONSOPHOMORESRANDOM ACTSAPPRECIATION

TOUCH-POINTSEXPECTATIONSCELEBRATIONS

RESPONSIBILITYMANAGING LINES

EXIT COUNSELORS



Notes



Notes



RHETTlaubach

Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada

Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact

Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom

Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better

wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach

Web HomeLeadership Blog

Speaking Skills BlogLeaders in Gear Book

FacebookYouTube

TwitterLinkedIn

CONNECT

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P r o v i d i n g q u a l i t y s e r v i c e is the job of everyone at Oklahoma State University A leader must believe in understand and clearly communicate quality service expectations to create a service quality culture Positively providing a stakeholder experience where OSU connects with people on a relational emotional and rational level creates OSU advocates The value and benefits are extensive and define how people see relate to interact with support and champion Oklahoma State University

Discussion will include

Why it is important to be obsessed about what the stakeholder wants

Establishing clear quality service expectations

How leadership can ensure team responsibility and follow-through

How to be a stakeholder-focused organization

Research30 of students who leave a university cite the number one reason as ldquoI felt like they didnrsquot care about merdquoThe second major reason students quit a school is dissatisfaction with how the staff treats them12 of potential enrollment is lost as soon as a potential student who had indicated an inclination to attend makes direct contact with the institution72 of all students leave school for academic customer service focused reasons

Source Dr Neal Raisman Author of The Power of Retention



Principles1

2

3

4

5

6

7

8

9

10

11

12



Questions


















EXIT COUNSELORS



Notes



Notes



RHETTlaubach








FacebookYouTube

TwitterLinkedIn

CONNECT

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Principles1

2

3

4

5

6

7

8

9

10

11

12



Questions


















EXIT COUNSELORS



Notes



Notes



RHETTlaubach








FacebookYouTube

TwitterLinkedIn

CONNECT

Slide 1

Slide 2

Slide 3

Slide 4

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Questions


















EXIT COUNSELORS



Notes



Notes



RHETTlaubach








FacebookYouTube

TwitterLinkedIn

CONNECT

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EXIT COUNSELORS



Notes



Notes



RHETTlaubach








FacebookYouTube

TwitterLinkedIn

CONNECT

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Notes



Notes



RHETTlaubach








FacebookYouTube

TwitterLinkedIn

CONNECT

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Slide 4

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Notes



RHETTlaubach








FacebookYouTube

TwitterLinkedIn

CONNECT

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RHETTlaubach








FacebookYouTube

TwitterLinkedIn

CONNECT

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Oklahoma State University Customer Service Training 2011

Education

Transcript of Oklahoma State University Customer Service Training 2011