Oklahoma State University Customer Service Training 2011

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The PowerPoint for the customer service training I facilitated on campus at OSU in April 2011.

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Oklahoma State University Customer Service Training 2011

  1. 1. Executive Briefing: Creating a Service Quality CultureEXECUTIVE BRIEFING Creating a Service Quality Culture April2011 DevelopedandPresentedby Rhett Laubach YourNextSpeaker,LLC Arcadia,OK ©2011 YourNextSpeaker,LLC 1 www. ourNextSpeaker Y .com
  2. 2. Executive Briefing: Creating a Service Quality Culture P r o v i d i n g q u a l i t y s e r v i c e is the job of everyone at Oklahoma State University. A leader must believe in, understand and clearly communicate quality service expectations to create a service quality culture. Positively providing a stakeholder experience where OSU connects with people on a relational, emotional and rational level creates OSU advocates. The value and benefits are extensive and define how people see, relate to, interact with, support and champion Oklahoma State University. Discussion will include: Why it is important to be obsessed about what the stakeholder wants. Establishing clear quality service expectations. How leadership can ensure team responsibility and follow-through. How to be a stakeholder-focused organization.Research 30% of students who leave a university cite the number one reason as “I felt like they didn’t care about me.” The second major reason students quit a school is dissatisfaction with how the staff treats them. 12% of potential enrollment is lost as soon as a potential student who had indicated an inclination to attend makes direct contact with the institution. 72% of all students leave school for academic customer service focused reasons. Source: Dr. Neal Raisman, Author of The Power of Retention ©2011 YourNextSpeaker,LLC 2
  3. 3. Executive Briefing: Creating a Service Quality Culture Principles 1. . 2. . 3. . 4. . 5. . 6. . 7. . 8. . 9. . 10. . 11. . 12. . ©2011 YourNextSpeaker,LLC 3
  4. 4. Executive Briefing: Creating a Service Quality Culture Questions Why should OSU be concerned about quality service? Who are our stakeholders? How can we tell if we are good at service? What does poor service look like? How does a university benefit when stakeholder service improves? How do students benefit when service improves? .What are the barriers to great service? Where is excellent service happening on campus? How can we successfully manage student success/failure? What are the personal benefits to staff/faculty for being great at service? . . . ©2011 YourNextSpeaker,LLC 4
  5. 5. Executive Briefing: Creating a Service Quality Culture Strategies VALUE PERKS NOTES AUDITS GUESTS HEROES MODELS FRIENDLY KINDNESS PERSONAL LANGUAGE REMINDERS STANDARDS MEASURING COURTEOUS WELCOMING EASE OF USE EXCELLENCE CORE VALUES RECOGNITION SOPHOMORES RANDOM ACTS APPRECIATION TOUCH-POINTS EXPECTATIONS CELEBRATIONS RESPONSIBILITY MANAGING LINES EXIT COUNSELORS ©2011 YourNextSpeaker,LLC 5
  6. 6. Executive Briefing: Creating a Service Quality Culture Notes ©2011 YourNextSpeaker,LLC 6
  7. 7. Executive Briefing: Creating a Service Quality Culture Notes ©2011 YourNextSpeaker,LLC 7
  8. 8. Executive Briefing: Creating a Service Quality Culture RHETTlaubachC·O·N·N·E·C·T Web Home www.YourNextSpeaker.com Leadership Blog www.PersonalLeadershipInsight.org Speaking Skills Blog www.AuthenticityRules.comLeaders in Gear Book www.LeadersInGear.com Facebook www.facebook.com/rhettlaubach YouTube www.youtube.com/rhettdean Twitter www.twitter.com/yns1 LinkedIn www.linkedin.com/in/rhettlaubach Rhett Laubach has changed the way thousands of people across the nation think about leadership. As a professional speaker, author, presentations coach, Personal Leadership Insight expert and owner of YourNextSpeaker, LLC, Rhett has taught leadership skills for 20 years, one million audience members and in 47 states, the Bahamas and Canada. Rhetts clients include students, educators and business professionals in the agriculture, sales, human resource, banking, health, transportation and insurance industries. His programs are high-energy and high-impact. Rhett’s primary focus is the development of Personal Leadership Insight; our ability to positively influence people and situations to create value and growth. This curriculum includes a vast array of assessments, program content and on-line resources. He authors two popular blogs: Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog. Rhett has also just released a new leadership book – Leaders in Gear. This book contains hundreds of tips and strategies focused in three areas: personal leadership, team leadership and presentations. You can find links to all of Rhett’s material, as well as information about his programs at www.YourNextSpeaker.com. Rhett graduated from Oklahoma State University with a bachelor’s degree in Agricultural Economics in 1996. He lives in Edmond, Oklahoma and is a dedicated Christian, husband, father and community leader. As a seasoned veteran, he guarantees to make you think, make you laugh and make you better! ©2011 YourNextSpeaker,LLC 8

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