Service excellence is about taking an integrated approach to business that puts the customer at the center of everything it does.
Service excellence is underscored by a compelling business philosophy that promotes the establishment of long term, mutually trusting and profitable relationships with customers.
The aim of this training is to develop a sense of customer intimacy, and explored the ways in which organizations build their knowledge and understanding of their customers’ needs and expectations, and how customers perceive the performance of the organizations
Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
This session lays the foundation for client management course by exposing your to key concepts such as Client Perspective, Work, Relationship, Trust and the links among them as well as client negotiation.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
The art of effective customer service requires anticipating your customers' needs and expectations in addition to working with them to handle and solve any and all of their present issues or requests.
How well you can successfully practice effective customer service techniques will make the difference between building long-term customer relationships or losing patronage forever.
Service excellence is about taking an integrated approach to business that puts the customer at the center of everything it does.
Service excellence is underscored by a compelling business philosophy that promotes the establishment of long term, mutually trusting and profitable relationships with customers.
The aim of this training is to develop a sense of customer intimacy, and explored the ways in which organizations build their knowledge and understanding of their customers’ needs and expectations, and how customers perceive the performance of the organizations
Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
This session lays the foundation for client management course by exposing your to key concepts such as Client Perspective, Work, Relationship, Trust and the links among them as well as client negotiation.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
The art of effective customer service requires anticipating your customers' needs and expectations in addition to working with them to handle and solve any and all of their present issues or requests.
How well you can successfully practice effective customer service techniques will make the difference between building long-term customer relationships or losing patronage forever.
D con international pvt ltd company profileSunit Dere
D'con International is into the consulting business from 3 yrs. We deal in Inbound, Outbound, Data entry projects.
We have an expertise in the outsourcing business. We have clients across the globe that helps us to provide the best service in the industry. We can provide a great deal of processes (International and Domestic) and technological procurement to existing BPO's and new BPO setups. We have an experienced team of engineers, trainers, technicians, experienced agents, software programmers and developers which would help you in setting up a new BPO and improve the working of your existing setup.
We are interested in getting in touch with brokers and consultants across the globe, so that we can get the best in the outsourcing business. Interested parties can get in touch with us and we would make the best use of the opportunity provided to us.
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
This presentation was given at Albany Public Library Staff Development Day in Albany, NY in on November 14, 2013. In this presentation, Margaret Portier shares some ideas for how to incorporate STEAM literacies in library programming for all ages.
D con international pvt ltd company profileSunit Dere
D'con International is into the consulting business from 3 yrs. We deal in Inbound, Outbound, Data entry projects.
We have an expertise in the outsourcing business. We have clients across the globe that helps us to provide the best service in the industry. We can provide a great deal of processes (International and Domestic) and technological procurement to existing BPO's and new BPO setups. We have an experienced team of engineers, trainers, technicians, experienced agents, software programmers and developers which would help you in setting up a new BPO and improve the working of your existing setup.
We are interested in getting in touch with brokers and consultants across the globe, so that we can get the best in the outsourcing business. Interested parties can get in touch with us and we would make the best use of the opportunity provided to us.
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
This presentation was given at Albany Public Library Staff Development Day in Albany, NY in on November 14, 2013. In this presentation, Margaret Portier shares some ideas for how to incorporate STEAM literacies in library programming for all ages.
To view a recording of this presentation visit:
http://www.acquia.com/resources/acquia-tv/conference/build-event-calendar-drupal-hands-training-webinar-may-2-2012
You have a Makerspace; so what's next? Join Brian Pichman from the Evolve Project as he walks you through how to plan, market, and organize your programming events for your Makerspace. Brian will also share successful programming ideas regardless of library type. Allow your public library or school library to foster innovation and offer unique opportunities to encourage more patrons to interact, grow, and learn.
Topics/Agenda:
* Ways to Organize Your Space
* Marketing Tips and Tricks
* Planning for the Future
* Programming Ideas for your Makerspace
Desired Outcomes:
After attending the webinar, you will have new ideas for your Makerspace to draw more attendees, see positive outcomes, and educate your local community (whether a school or public library) to foster more innovation and collaboration.
This report presents all the key statistics, data and behavioural indicators for social, digital and mobile channels around the world. Alongside regional pictures that capture the stats for every nation on Earth, we also present in-depth analyses for 24 of the world's largest economies: Argentina, Australia, Brazile, Canada, China, France, Germany, India, Indonesia, Italy, Japan, Mexico, Nigeria, Poland, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Turkey, Thailand, the UAE, the UK, and the USA. For other reports in this series, please visit http://wearesocial.sg/tag/sdmw
Recovery: Job Growth and Education Requirements Through 2020CEW Georgetown
Recovery: Job Growth and Education Requirements Through 2020: Projections of jobs and education requirements through 2020. This report shows where the jobs will be by education level, occupation and industry. Recovery 2020 is an update to our Help Wanted: Projections of Jobs and Education Requirements Through 2018.
3 hard facts shaping higher education thinking and behaviorGrant Thornton LLP
Expansion in tuition, enrollment, faculty, buildings, and everything else ― is fast becoming a thing of the past. Institutions will have to carefully pick initiatives, making clear choices about what to do and, most significantly, what not to do. Download 2016 State of higher education >> http://gt-us.co/1UbUF56
African Americans: College Majors and Earnings CEW Georgetown
While college access has increased among African Americans, they are overrepresented in majors that lead to low-paying jobs. In our new report, African Americans: College Majors and Earnings shows that African Americans are underrepresented in the number of college majors associated with the fastest growing, highest-paying occupations. Read the full report: http://bit.ly/20M28d1
The Online College Labor Market: Where the Jobs Are More than 80 percent of job openings for workers with a bachelor’s degree or higher are posted online. This report analyzes the demand for college talent in the job market by examining online job advertisements for college degree-holders by education, occupations, and industries.
My books- Learning to Go https://gumroad.com/l/learn2go & The 30 Goals Challenge for Teachers http://amazon.com/The-Goals-Challenge-Teachers-Transform/dp/0415735343
Resources at http://shellyterrell.com/games
What's Trending in Talent and Learning for 2016?Skillsoft
Skillsoft took a look at the top trends that will impact talent and learning efforts in 2016. For a number of reasons, it's a pivotal time for the HR industry to make its move. However, the landscape of work is changing fast and the most adept pace-setters will adapt to take advantage of the top trends. At the same time, companies need to be cautious of industry trends that may be overhyped. This infographic provides a balanced view of practices that will keep your talent and learning strategy moving in the right direction.
SXSW Interactive is amazing this year! I’m talking VR, AR, IoT, enter next acronym here, and even the P.O.T.U.S. made an appearance.
SXSW plays an increasingly important role in revolutionizing interactive media. While often known as a hotbed for tech startups, it’s the discussions around practical applications of such media, the opportunities they present, and the surrounding implications that have attracted the attention of a growing number of brands, platforms, and creators each year.
In this webinar we share key takeaways from SXSW 2016 and discuss what each means for the year ahead.
An introduction of events leading the French Revolution of 1789, beginning with a discussion of the Old Regime and ending with the Women's March on Versailles
Digitized Student Development, Social Media, and IdentityPaul Brown
Originally presented at the ACPA 2016 International Convention in Montreal, Canada. This presentation provides an overview of my research on college student development in digital/social spaces.
GAME ON! Integrating Games and Simulations in the Classroom Brian Housand
Brian Housand, Ph.D.
brianhousand.com
@brianhousand
GAME ON! Integrating Games and Simulations in the Classroom
It is estimated that by the time that today’s youth enters adulthood that they will have played an average of 10,000 hours of video games. By playing games, research suggests that they have developed abilities related to creativity, collaboration, and critical thinking. Come explore the history of games and simulations in the classroom and investigate ways that current games and simulations in digital and non-digital formats can be meaningfully and purposefully integrated into your learning environment.
Pulse - Performance Management Framework (Proposal) for Adaptive OrganisationsEd Curley
PULSE (Pull Services)
Performance Management Framework
This proposal is based on the premise that an organisation provides Services congruent with its Purpose, customers ‘pull’ these services as they require them.
Services are designed and delivered to customers based on a thorough Understanding of customers (internal and external) needs gained thought effective Engagement. Measures of success are designed around delivery against Purpose and customer value.
Leadership and Learning underpin the effective development and delivery of services against Purpose. A ‘Deliberately developmental’ learning culture – (An Everyone Culture: Becoming a Deliberately Developmental Organization, Robert Kegan and Lisa Laskow Lahey et al) and an Agile approach ensures that the organisation learns to adapt services in response to changing customer needs.
Please note that this presentation is not to be used for any training, consulting or commercial purposes as its content is copyrighted or belonged to the Vietnam HR Summit Speakers/ relative organizations.
Determing & Demonstrating Value with the Logic ModelRebecca Jones
Moe Hosseini-Ara, Director of Culture, City of Markham and I lead a discussion of outcomes based measures with the participants at the University of Toronto's iSchool Symposium on Defining New Metrics for Library Success, May 2015.
12 Qualities of Effective Design OrganizationsPeter Merholz
It's not enough for a team to have great designers. Great design requires a well-run team, taking care of it's organizational, managerial, and operational needs. In this presentation, I outline 12 qualities of effective design organizations, and provide tools for assessing how well your organization is performing.
Presentation for #TFT12: ITSM Goodness: Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that.
This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM. Pies might also be mentioned.
See Barclay's TFT speaker Pinterest board: http://pinterest.com/servicedesk/barclay-rae/
Jim Proce - 2014 DPW Strategic Planning DocumentJim Proce
The COR Public Works Department Strategic Plan published in 2014 provided a solid plan establishing departmental values, vision, mission, core services, action items, work plan and more for the DPW. The creation of this document was a tremendous effort put forth but the dedicated individuals of the department.
Employee Value Proposition. How and why your EVP plays a critical role in you...N. Robert Johnson, APR
Companies with a clear and differentiated employee value proposition outperform their competitors. In this 30+3 Webinar, we take a quick look at ways to develop a clear and differentiated EVP.
We at BBH Stockholm are stellar when it comes to designing digital products and services. But actually, the interface is just the tip of the iceberg and a lot happens under the surface before any sketch is drawn or line of code is written.
The service design handbook guides you to the tools and methods of improving customer experiences and leveraging brand value with seamless customer journeys. It shows how we can use customer journey understanding as a tool to empathise and find new opportunities to delight customers. We reveal our recipe for success for creating products and services that are not only desirable, but also make business sense and are feasible from an organisational and technical perspective.
This handbook also goes beyond the hard facts, and takes into account the ecosystem in which these services are built — the organisation. Design thinking, in other words creative problem solving through empathy and experimentation, requires a supportive organisational structure, agile leadership and a culture that encourages entrepreneurship and initiative.
We hope you enjoy reading our handbook as much as we enjoyed compiling it!
--
bbhstockholm.se
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
1. creating customer service competencies
UNIVERSITY OF TORONTO ISCHOOL SYMPOSIUM
Customer Service in Libraries: Upping our Game
andrea cecchetto
manager, learning & growth
markham public library
6. Fill in the blank
[your service goal]: We accomplish X through excellent customer service
7. part two: what is your service brand?
(hint: how do you want your customers to feel)
8.
9. Approachable absurd affable amiable academic anxious adaptable accessible
authentic budget business-like bodacious community-oriented courteous
creative cultured caring cost-effective casual competent cutting-edge
condescending confrontational conservative conscientious directive dynamic
diverse dependable effective efficient expert energetic educative exceptional
engaging easy fun formal flexible family friendly fluid functional genuine
gregarious glamorous happy hip high-quality holistic haughty highfalutin high-
touch innovative inclusive indispensible intuitive interesting informative
ingenious kind loving likeable memorable neurotic nurturing natural open
professional posh playful progressive prompt proscriptive process-oriented
people-oriented patient quaint quiet radical reactive responsive remote risk-
taking risk-adverse respectful relationship-based relaxed restorative superior
stressful stress-free seamless special small-town trust timely transactional
transformational tired traditional urbane unique vivacious well-designed
welcoming warm weird wonderful youthful zesty …
a service brand is not your product. it is about your
customers’ experience .
10. Fill in the blank
[your service goal]: we accomplish X through excellent customer service
[your service brand]: our service is best described as…
11. part three: what competencies do staff need?
(hint: describe the traits and qualities of your ideal library staff)
12. Competencies v. Skills v. Qualifications v. Behaviours
COMPETENCIES
- a natural ability/orientation
- “in-born”
e.g. team-oriented
SKILLS
- a learned ability
- acquired through training and
experience
e.g. ability to work effectively on a team
QUALIFICATIONS
- a quality or accomplishment that
makes someone suitable for an
activity
- acquired through education or
experience or training
e.g. one year experience working in
a team environment
BEHAVIOUR
- outward expression of
competencies or attitudes
- observable, measurable
e.g. organizes weekly team
meetings to review project
status
13. Fill in the blank
[your service goal]: we accomplish … through excellent customer service
[your service brand]: our service is best described as…
[staff competencies]: in order to provide excellent service, our staff are…
[staff skills]: … and capable of …
14. part four: how do I measure staff competencies?
(hint: you can’t. but you can evaluate performance.)
15. translate competencies into behaviours.
e.g. “Uses good judgment” looks like resolves customer issues effectively
“Communicates effectively” looks like uses clear and appropriate
language when communicating with customers
“Is friendly” looks like greets customers when the enter the library
16. Fill in the blanks
[your service goal]: we accomplish … through excellent customer service
[your service brand]: our service is best described as…
[staff competencies]: in order to provide excellent service, our staff are…
[staff skills]: … and capable of …
[evaluation]: which looks like…
17. creating a service culture
1. evaluate behaviours [observe service in action]
2. regular feedback
3. fail together
4. focus on Internal Service too
5. talk (and listen) about service all the time with everyone
6. involve staff in evaluating service
7. TALK/”talk” to your customers
8. share results
9. recognize all the customer service leaders
10. question everything: what would our customer think?
11. develop T-People
BONUS: Hire for service competencies, train for service skills
19. designing service initiatives
UNIVERSITY OF TORONTO ISCHOOL SYMPOSIUM
Customer Service in Libraries: Upping our Game
andrea cecchetto
manager, learning & growth
markham public library
21. we already provide good service. but do we provide good
experience?
we spend a lot of time and care planning our collections. but
our service (staff) is 80% of our budgets. how much time and
care do we spend planning service?
better service = more active members = more advocates.
23. specific
generic
low loyalty high loyaltyPOTENTIAL VALUE
CUSTOMERNEED
commodity
product
service
experience*
*also a comment to mpl about
our bibilocommons app
24. all this happened
mpl staff told management what excellent service looks like
staff created a customer service promise/
it replaced the crappy and unfriendly rules of conduct
staff wanted to make better service decisions/
so we replaced policies with good judgment
then they rewrote all our procedures/
they keep revising procedures all the time based on customer feedback
we developed some training with Ryerson/
everyone took it
we measured the impact
all our service metrics went up at least a full percentage point (7.5
became 8.5 etc)
we won an award.
25. principles of design thinking
1. user-centred
2. co-creative
3. sequenced
4. evidencing
5. holistic
“to value your customer you need to spend
times understanding the interactions they
have with your service. that means two
things: first viewing your service from
customer eyes. second, designing in such a
way that customers receive consistent
experiences over time that they consider
valuable”
- ??
26. user-centred: challenge our thinking about users
we think user, we think: adult, children, teens… but is this helpful?
case study
my customer is a man born in 1948. He is British. He is
successful and very wealthy. He is married and has
two children.
27.
28.
29. co-created: who are your stakeholders?
how can they be involved in the design process?
36. A is for actors
who is involved in delivering the service?
who needs to collaborate to design the service?
e.g. iPod – collaboration between payment, engineering, marketing
these people are your project team
37. T is for touch-points
what’s the service, start to finish? [sequence]
what are the customers’ points of access?
have we considered all our service channels?
this will tell you the scope of the work you need to do
38. O is for offering
what do we stand for? what are our core values?
what is the function/price/utility of what we offer?
what is the promise we make to the customer?
what we think we offer and what the customer thinks we offer is not
always the same thing.
39. N is for need
what do your customers want?
what need exists in the community that this service will meet?
what are the expressed needs/what are the latent needs?
the best way to find out what customers want is to ask them
40. E is for experience
how will customers describe their experience?
what will they remember about your service?
do customers like/dislike the service?
how does your customer feel about you?
41. how to AT-ONE
A
N
O
T
E
1. Workshop
these lenses
2. choose the most
promising approaches
3. develop a
holistic concept*
actors
touch-points
offerings
needs
experience
customer service
revolution project
• which looks like:
a) establish a common base of knowledge
b) explore options (divergence)
c) Synthesize, rank and select option (convergence)
42. you try
let’s plan a dinner party for our friends.
A – who will help us with the dinner?
T – what are all the touch-points between the meal and our friends?
O – what will we serve our friends?
N – what should our guests expect from the evening?
E – what will our friends remember about our dinner party?
45. staff engagement
UNIVERSITY OF TORONTO ISCHOOL SYMPOSIUM
Customer Service in Libraries: Upping our Game
andrea cecchetto
manager, learning & growth
markham public library
47. customer experience strategy at City of Markham
a tall order…
• internal services are a big deal
• excellent service cannot be one size fits all
• perception of government (staff)
• perception of government (public)
• engineers
… and also…
• centuries of collective experience
• in the community, and everywhere
• endless passion for service
48. why customer service in the public service?
better service
positive experience
improved trust
increased engagement
Increased civic participation
Stronger Democracy
51. this is called positive deviance. It works because:
• its community based/so its always appropriate
• provides “social proof” that the change is effective
• it comes from within/ so it avoids “immune response to imposed change”
52. principles of positive deviance can be used to engage staff:
• the community has the solutions
• collective intelligence and distributed leadership
• sustainability
• act the change first, then change your thinking
53. gallup drivers of engagement
1. do I know what’s expected of me at work?
2. do I have the resources to do my job?
3. do I have the opportunity to do what I do best everyday?
4. have I received recognition in the last seven days?
5. does my supervisor care about me as a person?
6. does someone at work encourage my development?
7. does my opinion seem to count?
8. does my org’s vision make me feel my work is important?
9. are my coworkers committed to quality work?
10. do I have a best friend at work?
11. has someone talked to me in the last six months about my progress?
12. have I had the opportunity to learn and grow in the last year?
a good service initiative achieves every driver
55. andrea cecchetto works for mpl
acecch@markham.library.on.ca
905 513-7977 x4997
https://www.linkedin.com/in/andreacecchetto
let’s keep in touch.
Editor's Notes
A major barrier to effective customer service is the assumption that we are providing effective customer service. when we ask ourselves insightful questions about the services we provide, we need to look at a few things, including whether or not we actually know if our service is any good?
Red – action, adventure, energy, excitement, passion, strengths
Blue – trust, dependability, loyalty, confidence
Green – life, luck, wealth, harmony
Jump between detail and the whole picture
Explore – what’s the real problem
DON’T avoid mistakes – explore more mistakes
Prototype – need to visualize the experience, role play, emotionalize the experience
STAFF shoul be involved in the protoyping
In implementation – be sure to draw up blue prints – this can make it scalable and cross-functional
5 whys
Why does it take so long to serve a customer
Why is there always a queue
Why don’t you have enough staff
Why isnt there room
Why is there so much clutter
Jerry & monique sternin
Save the children – vietnam
64% underweight and malnourished
One cluster of peers have robust children – uncommon practices
Incorporating food considered “inappropriate” for kids
Where attempts to impose nutrition programs failed what worked was this: attend a nutrition workshop and bring a taboo food item, bring their children, learn new recipe.
Pilot project in 2 years malnutrition fell by 85%