Customer Service, Balanced Scorecards: The Road to Becoming a Service-Oriented Organization 1

Art and Science of Customer Service Personal style used to interact with customers Art Defined expectations for customer interactions Science Successfully blending the art with the science Great Customer Service

Connecting the Dots Student Success Department Results Individual Customer Service Department Results Student Success Every Tulsa Public Schools (TPS) employee provides customer service every day. Our customer service impacts our performance. Our performance impacts our department. Our department impacts student success.

Today’s Agenda Performance-Based Culture at TPS Customer service Why customer service? Customer service What is exceptional service? Phrases that affect service Problem-solving technique 4

Strategic Plan

Initiative Foundation Every TPS employee plays an important role in ensuring all students graduate from high school on time and fully ready for college or work. To maximize our impact we are focusing on Performance-Based Culture as described in the Strategic Plan 2015 and endorsed by the Board of Education.

Performance-Based Culture Create an environment for sustainable performance improvement and accomplishment of the District’s Vision, Mission, Core Goals and Core Beliefs Diligently monitor and report staff and student progress on Strategic Plan initiatives to enhance trust through transparency, promote continuous improvement and determine success via observable and measurable standards. Improve alignment of District goals and objectives to focus on the most critical District priorities while fostering an environment of innovation based upon data-driven decisions.

Initiative Overview Create a system of shared accountability that fosters collaboration, improvement and customer focus. Align goals at all levels so every employee understands their role and contribution to student success. Facilitate culture change while ensuring there is a highly effective employee in every position.

Creating Shared Accountability District Strategic Plan School Results Principal Evaluation Teacher Evaluation Department Scorecard Central Service Evaluation Superintendent Performance Incentive District Measures of Success

Good News Travels Slowly And bad news travels everywhere. Who has an example to share?

Why Performance Management? Why Customer Service? Identifies areas for continuous improvement Recognizes excellence Increases public image Focuses on customers and stakeholders needs Builds relationships Facilitates a culture of accountability 11 11

What is Customer Service? What is a Scorecard? What is Customer Service? It is HOW you do something—not WHAT you do. It is the attitude you reflect outwardly that says the customer is important. 12 12

Questions? 13

Define Exceptional Service—10 Minutes Divide into groups. List the qualities that make up exceptional service. NOTE: CAN ALSO BE DONE AS ONE LARGE GROUP WITH PEOPLE VOLUNTEERING ANSWERS TO BE RECORDED ON CHART PAPER.

Group Share Out Each group shares out their list. Identify common themes. Create a common definition for exceptional service at TPS.

Developing a New Language As we transform into a customer service -focused organization, we need to look at HOW we communicate, such as: Incorporating new terms into our responses. Rephrasing our responses to be more customer friendly.

Phrases that Affect Service Help Hurt Provide answers or solutions State positively Make the customer feel appreciated Use a friendly tone Don’t answer the question or offer solutions State negatively Make the customer feel unwanted Use a rude tone

Help or Hurt? It will be a few minutes. Would you like to hold or should I call you back? That’s our policy. No problem. I’ll take care of it. I don’t know. I’m not sure how to handle this , but I’ll find out who does. I can’t help you. The computer is down. Handout that has examples for these will be distributed at the end as take aways.

Questions? 19

Common Issue: Solving Customer Problems Everyone encounters a situation in which they need to help a customer solve a problem In person Over the phone Through e-mail Having a defined technique for resolution helps: Provide consistent customer service Improve results Reduce follow up and re-work Avoid angry customers

Begin by Listening ASK questions to really understand the problem (“Tell me what happened”). LISTEN to the response. ALLOW the customer to vent. REPHRASE the problem . CHECK for understanding. Are you on the same page?

Show you care about the customer. Offer a real apology. ASAP Technique Defined problem-solving technique using four simple steps: Show you care about the customer. Offer a real apology. Apologize Prove you hear BOTH the facts and feelings connected to the problem. Empathizing builds trust. Sympathize Place no blame (NOT even partially) on the customer. This is a key step. Customers often take responsibility on their own when you do this. Accept Responsibility State what you are going to do to fix it. Be sure to get agreement from the customer. Plan of Action

Questions? 23

Why Does it Matter? Remember: What gets measured gets improved! Customer service impacts performance Performance can be measured Measures can be analyzed and improved Improved performance impacts student success Remember: What gets measured gets improved! © 2012, Battelle for Kids. All Rights Reserved.

Balanced Scorecard Customer service is included on EVERY scorecard in TPS. We are ALL accountable for the service we provide to our customers.

Lessons Learned An understanding that ALL work involves customer service. An awareness that our communication choices affect customer service. Knowledge of how to use the ASAP technique to solve customer problems. An increased focus on customer service. Thank you for your time. We appreciate your participation! 26

Measuring Success Provide outstanding customer service We will be successful when all departments and employees . . . Align their work to District goals Know their impact on student achievement Use data to learn and improve Have support/feedback on clear job expectations Provide outstanding customer service Optimize efficiency to maximize resources

© 2012, Battelle for Kids. All Rights Reserved.