creating and sustaining a culture of service n.
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How to Deliver Exceptional Customer Service in Support of Student Achievement. Organizational Advancement Division. Creating and Sustaining a Culture of Service. Overarching Goal/Theme and Definition of Excellence . “Excellence in Everything We Do”

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Creating and Sustaining a Culture of Service

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    1. How to Deliver Exceptional Customer Service in Support of Student Achievement Organizational Advancement Division Creating and Sustaining a Culture of Service

    2. Overarching Goal/Theme and Definition of Excellence “Excellence in Everything We Do” • Effective teachers, leaders and support staff • Rigorous and relevant curriculum • Maximum academic and social growth for all students • Safe, orderly, welcoming and well-run schools • Robust family, community, stakeholder and school partnerships • Fiscal responsibility and accountability • Climate of trust, ethical behavior and accountability • Highly efficient systems and processes • Effective board governance

    3. Ground Rules • Respect all contributions • No sidebars • Share the air • Silence phones – please step out of the room before answering a call • No checking email • Ask questions • Be actively engaged and participate

    4. Agenda • Who are our customers & what is customer service • The urgency of customer service • Benefits of great service • Everyone’s role in customer service • What every customer wants and needs • Setting goals

    5. Five Wants and Needs of Every Customer • Made to feel welcome • Made to feel important and valued • Listened to • Kept informed • Made to feel comfortable with our service We believe that every customer should be:: The Five Wants & Needs of Every Customer

    6. Who are your customers? (Question #1 – Worksheet or Group Discussion) 1. Engage Leaders

    7. Who are your customers? • Students • Parents • Community members • Business partners • Colleagues • You cannot provide quality service in a silo • You need to work with “process partners” to deliver exceptional service • Treat your co-workers as customers • Standards for discourse between colleagues

    8. What is Customer Service? • The practice of providing customers with a positive, helpful experience when they enter the school, throughout the time they stay at the school, and even after they leave • A commitment to consistently meeting and exceeding the needs of our customers • How we use our skills and what we know about our jobs to address the needs of our customers • More about perception than reality

    9. Why Are We Concerned About Service? • There are students who live in the APS attendance area who do not attend APS schools • Exemplary customer service can have a positive impact on perception • Customers are the reason we are here • Customer service is a priority for the Superintendent

    10. Everyone Has a Role • Everyone is involved in customer service • Customer service is important at every touch point • Every administrator, staff member, and teacher must “walk the talk” • Every personal contact is a reflection of your individual and organizational customer service environment

    11. A Word on the Role of Teachers • Teachers have to pitch their lessons to grab their students’ attention and then maintain it throughout the class period • Students and parents must be satisfied with teachers • Teachers must be responsive to students and parents • Parents often want to know what you are teaching and how you are teaching it

    12. Make Me Feel Welcome • Welcoming schools are important for students • Students who experience acceptance at school are more highly motivated, engaged in learning and committed to school • Students in schools with a greater sense of community are: • More academically motivated • Have higher educational aspirations • More likely to develop social and emotional competencies and enjoy school more • Work to ensure that all children feel respected, seen, and understood

    13. Ideas for Creating a Welcoming Atmosphere • Shake hands with everyone who enters the building (a 2010 Texas Exemplary School, Duryea Elementary does this) • Verbal welcome • “Hello, how are you doing today?” • “Welcome back” • “Have a great day” • Be proactive • Have events for new or prospective parents, such as a new parent reception • Offer materials and have signs in different languages as needed • Greet your customers • O.C. Allen Elementary School in Aurora, Illinois opens car doors for students and greets students at the curb

    14. Thoughts on Students and Parents • Treat every student better than we expect someone to treat our own child • New students should be welcomed and acclimated to a school with a positive, proactive plan • The student voice should be a primary source of data • Parents and students have a right to expect exceptional customer service from each and every employee, from the superintendent to the person who helps at school events

    15. Make Me Feel Important and Valued • Students • Our students want to feel important too • Do you greet each student with their name each time you come in contact with them? “The deepest urge in human nature is the desire to feel important.” ~John Dewey

    16. Make Me Comfortable With Your Service • Maintain privacy and confidentiality • Keep place of business clean and maintained • Dress appropriately for the job • Assure customers you will follow through with what you say • Uphold a high “say”/“do” index

    17. Worksheet How should visitors to your school be greeted? What are some general guidelines you believe your school should formally adopt? (Question #2 – Worksheet or Group Discussion)

    18. Traits of a Customer Service Star ”The customer is not always right, but let the customer be wrong with dignity.” Disney Handle angry customers effectively • Develop rapport • Accept responsibility and ownership

    19. Watch What You Say Be careful what you say, and be careful how you say it!

    20. How to Say It Don’t say: • “That’s against our policy.” • “The only thing we can do is…” • “You’ll have to…” • “Hang on a sec, I’ll be right…” • “You’re wrong.” Instead say: • “Here’s the way we handle that.” • “The best option for handling this is…” • “Here’s how we can help with that…” • “I’ll need to ask…are you able to wait?” • “Let me give you the information you need.”

    21. Handling Mistakes • Apologize sincerely for their inconvenience with the problem • Take responsibility and don’t blame or make excuses • Solve the problem quickly • Do what is most useful to the customer, not what is easiest for you • Do something extra

    22. Setting Goals • Now, you will begin setting goals for service by developing customer service standards • These will be guidelines that can be referred to and used as a guide for current and future employees • You will work with your group to discuss and finalize your standards

    23. Organizational Advancement Division Staff Panya Lei Yarber Executive Director – Continuous Improvement Dr. Alexis Kirijan Chief Strategy and Development Officer Rebecca Kaye Senior Research Associate - Policy Melvynne Reed Program Director, Balanced Scorecard Mary King Program Director, Systems and Processes Dionne Stewart Project Manager II Dyvonne Mincy Project Facilitator Kathleen Yarbrough Project Manager II Website

    24. References • Customer Service: How To Do It Right! by Peggy Morrow • Cleveland Metropolitan School District • Parkway School District • Presentation by Sara Branner of Spotsylvania County Schools • Austin Independent School District • Chicago Public Schools – Department of Human Resources • Nick Drake-Knight – an author and director of a customer service and mystery shopping consultancy • – “Why Welcoming Schools are Important”