1 Customer Service Audit July 17, 2006

2 Task Force Membership 18 Internal & External Representatives Parents Teachers Support staff Principals Community members School Board Administrators

3 Purpose To explore (audit) the quality of encounters/exchanges between school district employees and our many publics. To present a recommendation to the superintendent and provide a report to the School Board based on the above findings.

4 Shared Vision Excellent customer service is an experience that recognizes and exceeds diverse expectations through respectful and responsive communications.

5 Goals To use the sampling of our District sites as a learning tool to help us achieve our shared vision for the District. To gather information across the District and make universal observations and recommendations to achieve excellence in customer service. The information we are presenting is a summary of the findings/results of the audit.

6 Consultant Turning Point Solutions (TPS) TPS works exclusively with school districts across the country helping them analyze, improve and standardize customer service through customer service evaluations or audits.

7 Methodology Sampling of 11 Buildings (randomly) 6 elementary 2 junior high 2 senior high 1 Educational Service Center East and west Small, medium and large buildings ( , , 700+ enrollment)

8 Methodology Site Visits Trained local auditors – Two visits/site Enrollment information request Evaluation criteria Weighted value Location1 Office Environment3 Personnel4 Information2

9 Methodology Rubric – Site Visits (Potential score ranges from 0-10 Standard for excellence = 10 points) Location School building and office are clearly marked and visible from road or parking lot. Office Environment Bright lighting, open floor plan with comfortable waiting area, school or district mission displayed, awards & student work on display, clean odor-free office, clean carpet, courtesy phone available.

10 Methodology Rubric – Site Visits (Potential score ranges from 0-10 Standard for excellence = 10 points) Personnel Service person greets visitor with smile quickly and is friendly; name of service person is provided during introduction; on badge, desk plate, dressed in appropriate and professional attire; listens carefully without interrupting; asks clarifying questions; tone of voice communicates desire to help; gives customer full attention; service person is articulate; attitude of servant-hood; customer feels welcome to return. Information Accurate and thorough information delivered in a prompt manner; information is readily accessible, hard copies may be available or service personnel may write down information for visitor; provides more information than is requested.

11 Example Location7 x 1 = 7 Office Environment 10 x 3 = 30 Personnel8 x 4 = 32 Information7 x 2 = points

12 Methodology Telephone Calls Enrollment & volunteer information request Calls – morning, afternoon, after hours Evaluation Weighted value Accessibility 3 Personnel 3 Information 3 Night Service 1 Bonus

13 Methodology Rubric – Telephone (Potential score ranges from 0-10 Standard for excellence = 10 points) Accessibility Customer reaches a live person quickly; ability to reach someone with minimal automated message or queue time, no voice mail required. Personnel Greets customer with cheerful, professional and confident tone of voice; greeting includes identification of school or department, personal introduction, and an offer of service; representative offers further help and encouragement to call again; representative probes for other ways to assist; provides phone number if transfer is necessary and thanks the customer for the call.

14 Methodology Rubric – Telephone (Potential score ranges from 0-10 Standard for excellence = 10 points) Information Information is accurate and thorough; delivered in a prompt and efficient manner; information is readily accessible without transfers or being placed on hold; more information is provided than requested. Night Service Bonus If night service message was available, 10 pts were granted. If not, 0 pts were granted.

15 Example Accessibility10 x 3 = 30 Personnel 8 x 3 =24 Information 8 x 3 = 24 Night Service Bonus 10 x 1=10 88 points

16 Methodology Targeting 10 principals that were part of the audit sample, and eleven staff identified as director and superintendent Volunteer and substitute teaching information request Evaluation Length of response time, friendliness, accuracy of information (no rubric)

17 Findings Summary Statement The audit concludes that Osseo Area Schools is doing an above average job in some aspects of customer service. It appears that the main drawback is the lack of knowledge and experience in good customer service practices “Osseo representatives have helpful attitudes; they are willing to help others and to go beyond the call of duty. It appears that the main drawback is the lack of knowledge and experience in good customer service practices.”

18 Findings Site visits Score range71-89 Telephone Score range Score range no rubric (40 – 50% response rate)

19 Findings Site Visit Average Score Potential score Actual score Location Office Environment Personnel Information Total

20 Findings Telephone Average Score Potential score Actual score Accessibility Personnel Information Night Service Total

21 Findings As we stated, we are doing an above average job in some areas of customer service; however our goal is to achieve excellence in customer service across the district. We believe we can achieve this goal with a few modifications to our customer interaction and attention to our facilities.

22 Findings Customer Interactions Welcome Introduction Interest Information Communications Facilities Signage Parking Building environment

23 Customer Interactions We want to do better in these areas: Welcoming – Making visitors feel welcome with a smile, body language, and a friendly tone of voice. Introduction – Personal introduction and name tag/name plate. Interest – Showing genuine concern or interest. Communication – Giving full attention; listening and communicating clearly. Being patient and not rushed. Information – Providing complete, accurate, consistent and timely information. Providing written process and procedures, whenever possible.

24 Facilities We want to do better in these areas: Signage Exterior – in surrounding area providing direction to school; on school grounds providing direction to the main entrance. Interior – within the school providing direction to the office Parking Adequate, designated visitor parking Building Environment Display of student art, display of school and/or district mission and vision statement, providing appropriate waiting area with courtesy phone and parent information.

25 Recommendations Customer Interactions Create a summarized version of the audit as a self-assessment tool for all building staff to be implemented in the school year. Conduct customer service training for all front-line staff, those working directly with the public including secretaries, volunteer coordinators, principals, administrative assistants, guidance counselors. Incorporate into training the answers to the most frequently asked questions about the district. Provide information packets for all staff. Incorporate customer service standards into all trained employee evaluations subsequent to staff training. Develop a plan to implement the above recommendations that includes an evaluation tool.

26 Recommendations Facilities Improve our customer service rating by addressing the items identified in the audit under facilities including signage, parking and building environment.

27 Customer Service Task Force Thank you