Service Mindset - IT Academy · 2016-03-30 · Service Mindset . 5 . Page 2 ... to help achieve...
Transcript of Service Mindset - IT Academy · 2016-03-30 · Service Mindset . 5 . Page 2 ... to help achieve...
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Service Mindset Facilitated by:
<Facilitator Name(s)>
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Start/End Time
Lunch & Breaks
Restrooms
Fire Exits
Electronics – please mute
First Things First
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Interactive Dialog
Challenge & Support
Materials
Action Plan – capture your notes on breaks or in between class sessions
Class Overview
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T Shaped Professional
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Meet the challenges of today’s IT environment
₋ Social, Mobile, Analytics, Cloud – Video (SMAC-V)
₋ Integration & innovation
Six IT Academy tracks emphasizing both depth & breadth
Source: ITAcademy.harvard.edu Page 1
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Maintain a consistent focus on users’ IT service needs, using Accountability, Collaborative
partnerships, and Empathy to make all of your engagements with users and partners positive
and supportive.
"The highest of distinctions is service to others.”
Source: ITAcademy.harvard.edu
Service Mindset
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Discover more about your users and their expectations
Apply the ACE competencies - Accountability, Collaborative Partnerships & Empathy – to ensure user satisfaction
Recognize and understand users’ moments of truth (MOT)
Plan ahead for mitigating user impact when problems occur
Service Mindset Foundations
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Introduction User Focused Service ₋ Keeping the focus on the
user ₋ Partnership spiral ₋ Learning about key users
Service Expectations ₋ Service level choices ₋ What is a Service Mindset? ₋ ACE competencies ₋ Moments of Truth (MOT)
Wrap up
Agenda – Day One
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Service Expectations
Service Recovery User Service
Communications
Service Oriented Staff
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Introduction Service Styles Service Recovery ₋ Handling & working with
complaints ₋ Proactively plan for service
challenges Service Communications Handling Difficult Situations Wrap up ₋ Action Planning & Next Steps
Agenda – Day Two
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Service Expectations
Service Recovery User Service
Communications
Service Oriented Staff
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Introductions: ₋ Name, department, service you provide
Team work: ₋ Each team – share your Best service stories / select 1 ₋ Each Team – share your Worst service stories / select 1
All teams answer: ₋ What does “Service Mindset” mean to you?
Elect Spokesperson to report team results
Introduction Activity
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9All
te Page 6
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User-Focused Service
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Service Expectations
Service Recovery
User Service
Communications
Service Oriented Staff
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Keeping the User Focus
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Service Expectations
Service Recovery
User Service Communications
Service Oriented Staff
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Identify your users ₋ Who are they? ₋ Which users do you spend the majority of your time with?
Know your users ₋ What do we know about the user? ₋ What don’t we know about this user? ₋ What can change with this user within a year? ₋ What kicks this user out of the center of our focus?
Learn about your users ₋ What are their short term, intermediate, and long term
goals? ₋ What challenges do they face now? ₋ How do they see technology helping or hindering them? ₋ In what way can IT best serve them?
User Focus Tool
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Who are your users and partners?
Partnership Spiral
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User? Provider/Partner
Provider/Partner Provider/Partner
Provider/Partner Provider/Partner
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Who are your users and partners?
Partnership Spiral
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User?
Provider/Partner Provider/Partner
Provider/Partner Provider/Partner
Provider/Partner
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Service Expectations
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Service Expectations
Service Recovery
User Service
Communications
Service Oriented Staff
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What is Excellent Service?
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Service Expectations Choices
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BASIC ENHANCED PREMIUM
$$$
Time
Involvement
Options
Low Fast/Quick Low Limited
Some Medium Moderate More
Expensive Long Extensive Unlimited
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Managing user expectations begins with identifying the service level (B,E,P) to be provided.
Basic Service is not bad nor is Premium Service the best.
Desired goal is a clear agreement between IT and user on service levels and a consistent delivery of those service levels by IT.
Service Expectations Choices
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Service Mindset
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We take responsibility for our actions, decisions and deliverables in ensuring effective IT service results for our internal and external users.
We identify opportunities and take action to build strategic relationships among our teams, departments, units, or organizations to help achieve local school or unit goals.
We make user impact a primary focus of our actions; we make every user’s problem our problem and see all problems through to satisfactory resolution.
Accountability
Collaborative Partnerships
Empathy
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Let’s take a deeper dive now into these three competencies through deconstructing a statement that illustrates each one
Action 1: We set high standards of performance for ourselves and others by self-imposing standards of excellence rather than having standards imposed, and measuring our progress in meeting those standards
ACCOUNTABILITY
Harvard’s ACE Challenge
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Action 2: We take adequate time to assess needs, the situation, and problems before responding with a recommendation
COLLABORATIVE PARTNERSHIPS
Harvard’s ACE Challenge
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Action 3: We develop action plans and follow through on users’ requests to ensure users always have a positive experience with the services provided, no matter where in the service delivery process we play a role
EMPATHY
Harvard’s ACE Challenge
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What examples do you have that may illustrate each competency with your service at Harvard? At your leisure , Individually take the quiz in the handbook of the 27 Service Mindset actions (9 actions for each competency) to the three competencies
Harvard’s ACE Challenge
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Identify one user or user group.
What do your user(s) expect for service based on the ACE competencies?
Identify one specific actions/behaviors that would exemplify this to your user for each Competency.
Clarifying & Meeting Expectations Tool
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Think of a difficult service situation at work –present or future. Focus on the people and details of the difficult service interaction. ₋ Describe a situation where there is difficulty in
providing service to a user or group of users, here at Harvard. ₋ The situation can be present or future ₋ Describe what makes it difficult for you and for the
user. ₋ Who was involved (roles only, no names)? ₋ Sign your name.
Assignment
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“Any episode in which the client comes into contact with any aspect of the organization and gets an impression of the quality of its service.
It’s the basis of setting and fulfilling client expectations and ultimately client satisfaction.”
- Jan Carlzon
Moments of Truth
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Moments of truth happen through the user’s eyes.
There can be hundreds of MOTs in a single user experience
Can be positive or negative / Large or small
Critical MOTs “make or break” the service experience for the user MOTs are defined by each individual user
MOTs could differ by circumstance
Organize MOTs by creating a MOT Service Map
Moments of Truth
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McDonald’s Service Experience
List the MOTs chronological from the user’s experience.
Moments of Truth Service Map
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1. Choose one IT service and define a situation & user
2. Create a MOT service map from the user’s perspective
3. Circle the 4-5 critical MOTs 4. Select one critical MOT and improve this
service.
MOT Team Assignment
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Be empathetic
See both the big picture and details
Analyze each MOT for quality
Fix easy things, improve, delete steps
Verify with users
MOT Summary
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Ticket out the door ₋ Your thoughts on the day
Tomorrow: ₋ Start time and schedule ₋ Bring your action plan notes
Day One Wrap up
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IT Service Mindset Facilitated by:
<Facilitator Name(s)>
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User Focused Service ₋ Keeping the focus on the user ₋ Partnership spiral ₋ Learning about key users
Service Expectations ₋ Service level choices ₋ What is a Service Mindset? ₋ ACE competencies ₋ Moments of Truth (MOT)
Agenda – Day One
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Service Expectations
Service Recovery User Service
Communications
Service Oriented Staff
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Service Styles Service Recovery ₋ Handling & working with
complaints ₋ Proactively plan for service
challenges Service Communications Handling Difficult Situations Wrap up ₋ Action Planning & Next Steps
Today’s Agenda
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Service Expectations
Service Recovery User Service
Communications
Service Oriented Staff
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Service Oriented Staff
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Service Expectations
Service Recovery
User Service
Communications
Service Oriented Staff
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Counselor Trusted Advisor
Untapped Potential Provider
Styles of Serving the IT User
Low High
Hig
h Re
latio
nshi
p-or
ient
ed
Solution-oriented Pages 26-27
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For the Provider, Counselor, Trusted Advisor & Untapped Potential: What are the advantages of this style? From the User and the Service Delivery “Point of View” What are the disadvantages of this style? From the User and the Service Delivery “Point of View” Which service level(s) fits it best? Basic, Enhanced, or Premium
Team Assignment
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Service Recovery
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Service Expectations
Service Recovery
User Service
Communications
Service Oriented Staff
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Takes 12 positive interactions to make up for 1 negative interaction
1 service provider can make or break the overall service experience
The power of one….
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S A T I S F A C T I O N
Service Recovery
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Do It Right The First Time
+ Feedback Management =
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5 % - Complain to management
45 % - Complain to front line
50 % - Never complain
Complaint Iceberg
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Questions for your service team . . .
How is your organization handling complaints now?
What improvements can be made to handle complaints consistently?
What complaint gathering methods can you use to be proactive in soliciting feedback?
Handling Complaints
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Goal: To better understand the user’s experience and take accountability for our service delivery To users: Ask questions that are focused on what’s
important to the user Make it easy for users to answer
To the service team: Take time to discuss and clarify user experiences
with each member of the service team. What information do you need to understand the
users expectations?
Asking the right questions
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Survey examples: What are the Right Questions?
Satisfaction Seeking Questions
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Based on user feedback Based on Moment of Truth Map
• Chronological order • Critical MOTs
Questions only the user can answer Simple, convenient, quick “What’s In It For Me?” Be prepared to work with the information
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User Satisfaction Questions Activity: 1. Select 1 MOT map from the first session.
2. Create a set of User Satisfaction Questions
based on the Critical MOTs.
Service Recovery
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Service Communications
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Service Expectations
Service Recovery
User Service
Communications
Service Oriented Staff
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What does this mean to me? ₋ How does this help me? ₋ How does this impact me?
Questions users are always asking themselves
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Focus on what’s important to them
Be concise
Be positive – good news first!
Link to user feedback & current initiatives
How to get users’ attention
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Can Do vs. Can’t Do Explain the reasons for the “No” part of the
answer. ₋ Creates clear and transparent accountability for
processes and outcomes Offer options and alternatives for the “Yes” part
of the answer. ₋ Emphasizes collaborative partnership with user’s area
Listen to understand ₋ Show empathy by respecting the interests of users &
listen actively to their needs and concerns
Service Mindset Communications
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Round One (Take 30 seconds) Create a list of “No” answers that you give to
users. ₋ No, we don’t support that software. ₋ No, there’s not enough time. ₋ No, we don’t have enough resources for both projects.
Ways to Say “No” Better
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Round Two (Rotate and take 5 min) Replace every “No” with a more user-
focused “No”. Accountability – Explain the No Collaborative Partnership - Offer options and alternatives Empathy – Listen to understand
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Author ₋ Heads up team and describes the situation/vignette ₋ Summarize team results
Participants ₋ Select service situation that interests you
Teams ₋ Refer to page 44 to analyze service situation
List the actions/next steps to move forward
Difficult Situations – Applying the Service Mindset
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What are the user’s MOTs? ₋ What is the user expecting right now:
Accountability Collaborative Partnerships Empathy Service Styles: ₋ Counselor ₋ Trusted Advisor ₋ Untapped Potential ₋ Provider
Used? Wanted/Needed? Options now? ₋ Follow up visit ₋ Email communication ₋ MOT Service Map Tool ₋ User Focus Tool ₋ Clarifying & Meeting Expectations Tool ₋ Service Recovery Plan
Difficult Situation Review
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User Focus ₋ Know your users well enough to anticipate their
needs. ₋ Share user information in staff meetings. ₋ Stay focused on the Partnership Spiral.
Summary
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User?
Provider/Partner Provider/Partner
Provider/Partner Provider/Partner
Provider/Partner
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Managing Service Expectations ₋ Three levels of service – Basic, Enhanced, Premium -
All levels are good, just different. ₋ Service Mindset – Accountability, Collaboration
Partnerships, & Empathy ₋ Moments of Truth
Summary
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Service Oriented Staff ₋ ACE Service Styles – Counselor
Trusted Advisor, Provider ₋ Is there Untapped Potential? Why?
What can you do about it? ₋ Recognize that difficult situations will
occur and view the user’s perspective in addition to your own.
Summary
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Counselor Trusted Advisor
Untapped Potential Provider
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Service Recovery ₋ 12 positive interactions to make up
for 1 negative.
₋ Make it easy for your users to give you feedback. Ask the right questions!
₋ Proactively plan for bumps in the service delivery.
Summary
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Service Communication ₋ Increase user communication
₋ Deliver consistent, informed communications
₋ Can Do VS. Can’t Do Attitude
Summary
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Questions: ₋ How can you personalize this training?
₋ As a result of this training, what one change will you make
toward improving the service you offer?
₋ What service improvement/change could another internal IT service team implement to provide better service to you?
₋ What service improvement would you suggest that IT implement to improve your service to your user areas?
Wrap up ₋ Link to survey: bit.ly/ITAcademyFeedback
Action Plan / Wrap Up
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User – Pages 7-12 Service Expectations I – Pages 13-19 Service Expectations II – Pages 20-24 Service Oriented Staff – Pages 25-27 Service Recovery – Pages 28-37 Service Communications – Pages 38-43
Action Plan Handout Page Corrections:
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Thank you! Please complete your class survey :
bit.ly/ITAcademyFeedback
Claim your Badge:
After completion of this course, you will receive an Service Mindset I badge. Look out for your email notification from Credly.com with instructions on how to: Click to the site - Create your account - Claim your badge- Share with friends
Service Mindset Level I
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© Copyright 2015, by Ouellette & Associates Consulting, Inc. All rights reserved. No part of this material may be reproduced in any form or by any means without prior written permission from Ouellette & Associates Consulting, Inc., 40 South River Rd., #
66, Bedford, New Hampshire, 03110, (603) 623-7373.