3 | 2016 Key Learning Event – Delivering a great customer experience
Today’s event: #bifmkle @BIFM_North @fm_edgehilluni @Whitbags @jamiecarillion @hancoxw
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2016
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14 Categories Deadline 27 May 2016 www.bifmawards.org
YOUR CHANCE TO SHOWCASE YOUR FM TALENT, IMPACT AND ACHIEVEMENTS
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2016 Categories
Newcomer of the Year Free, enter/ nomination
Manager of the Year (NEW)
Free, enter/ nomination
Leader of the Year (NEW)
Free, enter/ nomination
Lifetime Achievement Free, nomination – deadline 29 July
Learning and Career Development Team of the Year
Brand Impact Impact on Customer Experience Impact on Organisational Performance (NEW)
Impact on Sustainability Societal Impact
Workplace Impact
Innovation in Technology and Systems New Product or Service of the Year
www.bifmawards.org
10 | 2016 Key Learning Event – Delivering a great customer experience
How dynamic are we as an industry?
14 | 2016 Key Learning Event – Delivering a great customer experience
How do we currently measure performance?
15 | 2016 Key Learning Event – Delivering a great customer experience
Customer Feedback: The Pitfalls?
16 | 2016 Key Learning Event – Delivering a great customer experience
Let’s get some meaningful data
17 | 2016 Key Learning Event – Delivering a great customer experience
Introduction to today’s speakers
FM Customer Service Excellence Jamie McDonald, Customer Experience Director
Carillion plc 25th May 2016
The 60 second Challenge
• 30 seconds: think about the last time
you personally received an awesome
Customer experience?
• 30 seconds: tell the person next to you
about it and why it was so memorable,
and let them tell you their story
Everybody is an FM Customer
Customer Experience Principles
Client
End Users
Your Team
The World
Everybody is an FM Customer
Be wildly Accessible
Customer Experience Principles
Every member of your team is a
Customer Service Manager
Everybody is an FM Customer
Be wildly Accessible
Measure what
everybody thinks
Customer Experience Principles
Everybody is an FM Customer
Be wildly Accessible
Measure what
everybody thinks
Keep learning,
but outside of FM as
well
Customer Experience Principles
Everybody is an FM Customer
Be wildly Accessible
Measure what
everybody thinks
Keep learning,
but outside of FM as
well
It’s all about your
team
FM Customer Experience Principles
Everybody is an FM Customer
Be wildly Accessible
Measure what
everybody thinks
Learn from outside of
FM
It’s all about your
team
Customer Experience Principles
Our Customer Experience Centre
15
UK’s largest
FM Helpdesk Hub
24/365
Key back-office
& support hub
The heartbeat
of our services
Everybody is an FM Customer
Be wildly Accessible
Measure what
everybody thinks
Learn from outside of
FM
It’s all about your
team
Customer Experience Principles
FM Customer Service Excellence Jamie McDonald, Customer Experience Director, Carillion
Liverpool: 25th May 2016
“A satisfied customer. We should have him stuffed.” (Basil Fawlty)
3
A basic assumption?
Stating the bleedin’ obvious?
“Everyone’s a winner, baby, that’s no lie… ” (Errol Brown)
6
Engaged staff Non-engaged staff
59% are innovative in their role 3% are innovative in their role
2.69 days sickness 6.19 days sickness
70% understand the business 17% understand the business
67% act as an advocate for their organisation 3% act as an advocate for their organisation
78% recommend their organisation to others 13% recommend their organisation to others
70% have confidence in the leadership of the organisation 6% have confidence in the leadership of the organisation
D McLeod, Engaging for Success
“The unseen force that transforms performance” (James Heskett)
7
“And our survey said……..X ” (Bob, Les and the other fella…..)
8
Which words spring to mind when you hear the
word culture?
• People
• Values
• Beliefs
• Behaviours
• Attitude
• Yoghurt!
“If I had to sum up 2015 for FM in a sentence or phrase, it would be ‘we are
all clearly MAD’ - #MAD” (Bill Hancox, Annual Report to the Board 2015)
11
Put the customer first! Be passionate about
service Act as one team
Demonstrate responsibility and
ownership
Be confident, receptive and willing to learn
Look at things from our customers’ perspective
Surprise and delight our customers with great service
Respond in a timely manner to meet our customers’ needs
Build a relationship and trust with our customers
Keep customer communication clear and direct
Solicit customer feedback to provide insight and help us to develop our services
Be passionate about our services, our customers, and our University
Display a positive attitude to our services, demonstrating support for our colleagues
Contribute ideas and suggestions to develop our services further
Celebrate and publicise our successes
Work effectively together as one team
Bring energy, enthusiasm and commitment to the team
Support and trust each other
Make decisions together
Recognise and utilise the diverse skills and attributes within the team
Resolve any conflict constructively and quickly
Ensure understanding and clarity about our roles and your responsibilities
Agree realistic and achievable objectives and take responsibility for meeting them
Be willing to receive requests from colleagues and customers and ensure the completion of tasks
Avoid making excuses, identifying solutions instead
Fulfil our promises
Give honest, fair and direct feedback
Be open to feedback from others
Listen objectively without prejudice
Be confident and voice our opinions and concerns
Provide a balanced view
Contribute and communicate effectively at meetings and working groups
Take responsibility for our own self development
Continually strive for superior performance
Making A Difference #MAD
5
29
1
“Excellence comes as standard?” (a leading car manufacturer)
12
• Develop an individual Personal Development Plan based on the FM Mission, Vision and Values
• Include FM Induction bite-size sessions/modules in Personal Development Plan
• Ensure T&D relates specifically to FM Mission, Vision and Values (behaviours that show you care!)
• Develop and embed a Core Competency programme based on the FM Mission, Vision and Values
• Ensure Performance Review Objectives relate specifically to FM Mission, Vision and Values (behaviours that show you care)
• Conduct quarterly reviews and maintain dialogue based on FM Mission, Vision and Values
• Focus on attitudes and behaviours in relation to the FM Mission, Vision and Values
• Develop and review Personal Development Plan
• Review customer and peer feedback in relation to the individual performance within the context of the FM Mission Vision and Values
• Develop formal FM Induction Pack to include the FM Mission, Vision and Values
• Develop a formal structured mandatory FM Induction Programme to include ‘essential’ and ‘desirable’ tailored bite-size sessions/modules relating to the FM Mission, Vision and Values
• Ensure Probationary Objectives relate specifically to FM Mission, Vision and Values (behaviours that show you care!)
• Ensure Probationary Objectives include the completion of ‘essential’ FM Induction bite-size sessions/modules (above)
• Include a reference to the FM Mission, Vision and Values in the job advertisement and throughout recruitment process
• Ensure Person Specification and Job Description reflect the FM Mission, Vision and Values
• Provide applicant introduction to the FM Mission, Vision and Values
• Introductory letter as part of interview/assessment process
• Oral introduction on interview/assessment day
• Base questions and assessment on FM Mission, Vision and Values
• Base presentation on FM Mission, Vision and Values
• Highlight expected behaviours – behaviours that show you care! Recruitment
& selectionInduction & probation
Training & development
Performance Review
“Employees attitudes and behaviours are even more important to
customers than they were 5 years ago” (UKCSI 2016)
14
39,000 customer responses from
across the UK
Top 5 customers’ priorities:
Competence of staff (in person)
Staff doing what they say they will do
Competence of staff (over phone)
Helpfulness of staff (in person)
The handling of the complaint
a great employee experience = a great customer experience
“Focus on your people, not your profits, and you will ultimately be
very profitable indeed” (OBLIQUITY – John Kay, Economist).
15
“Respect is how to treat everyone, not just those you want to impress” Richard Branson
“To make customers happy, we have to make sure our employees are happy first.” Tony Hsieh, CEO Zappos
“I came to see, in my time at IBM, that culture isn’t just one aspect of the game, it is the game. In the end, an
organization is nothing more than the collective capacity of its people to create value” Louis Gerstner, CEO IBM
“No company, small or large, can win over the long run without energized employees who believe in the mission
and understand how to achieve it” Jack Welch, CEO General Electric
“Always treat your employees exactly as you want them to treat your best customers” Stephen Covey, educator,
author, businessman
“You can design and create, and build the most beautiful place in the world, but it takes people to make the dream a
reality” Walt Disney
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