Gregg Descheemaeker. Photo Source: www.timetoknow.com. 2. What does transformation look like?. Photo Source: www.timetoknow.com. 3. …still the same?. 4. Maybe this is what it looks like?. Who are your “customers”?. ID: 705531
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Customer ServiceCreating a culture of customer orientation
Photo Source: www.timetoknow.com
What does transformation look like?Slide3
Photo Source: www.timetoknow.com
…still the same?Slide4
Maybe this is what it looks like?Slide5
Who are your “customers”?Citizens? Internal stakeholders? Other departments? Feds?Can you recite your organization’s core “values”, and is Customer Service or Orientation one of them?How would you grade your organization’s current customer orientation?
Customer Orientation and Your Objectives
Is Customer Service a Core Value for you?DWR
Climate Change Management
Honesty and Integrity
Commitment to serve the public
Respect/consideration for others
Accuracy and quality
IntegrityLeadershipTeamwork DHCSIntegrityServiceAccountabilityInnovationEDDServiceAdaptabilityPeopleCare and RespectCommunicationLeadershipTeamworkAccountabilityCitizenship
Is Customer Service a Core Value for you?SCIF
Dept Tech Services
Be Service Driven
Collaborate & Cooperate
Understand Enterprise Value
Demonstrate Strong Leadership
SafetyTreatmentResponsibilityCalTransIntegrityCommitmentTeamworkInnovationCSUSWe will talk positively about the University and each other.We will keep the big picture in mind and put the University first.We will treat each other with courtesy, civility, cordiality, and respect in all our relations.We will strive to solve problems through a planned, coordinated team approach and lend assistance across unit lines.We will be mindful that we are using technology to solve educational problems, not using technology for its own sake.We will be aware at all times that we are one organization working together to achieve shared institutional goals.We will not oppose change merely out of habit. We will approach change as a way to find better solutions to problems.We will strive to make it easy for our clients to understand and use our services
We will own responsibility for client problems.
We will respect the confidentiality, security, and privacy of others.
We will communicate about problems and differences in a timely, clear, and cordial manner, in search of constructive solutions to those problems.
“Raley’s is committed to treating customers like family, consistent with the company’s internal culture based on values that each team member is encouraged to
– Forge ahead with thoughtful, bold ideas
ccountable – Take responsibility for doing what’s right M
emorable – Make impressions and connections I
nspiring – Encourage creativity and passion
– Seek and share knowledge
– Make a
CULTURE AT USAA
What makes you unique makes you essential to our team.
At USAA, you’ll find an inclusive and welcoming environment where everyone has a true passion for our mission. From the moment employees become part of the USAA family,
they are immersed in a culture that profoundly embraces the service and sacrifices made by those whom the organization serves
– the men and women of the U.S. military and their families. Having the opportunity to serve the financial needs of those who serve the country is an honor for all of us.Maintaining a workforce that is reflective of our diverse membership and community is vital to our mission. The military community is one of the most diverse in this country and our ability to provide best-in-class service is directly connected to understanding the needs of our membership and providing innovative solutions.
Our culture is the heart of USAA’s brand and the foundation of our organization. Every employee is looked to as a leader who embodies and upholds the USAA core values, a set of aspirational behaviors that guide how we perform and how we treat each other.
USAA makes a consistent effort to reinforce our culture, values and mission, through a variety of channels
Connect, our internal employee website, features news, member stories and videos
UTV, our internal video channel, offers workshops and leadership messagesSignage and video throughout our various locations highlight new initiatives and programs
Regular employee meetings bring us all together to learn and share
, including television commercials, showcases our public brand
Emphasis on behaviors important to our culture in
employee development programs
that help employees apply our cultural priorities in a positive way that leads to better resultsSlide13
Customer Orientation at IntelSlide14
How do you manage and measure Customer Orientation?14
Understands the customer's critical agenda and proactively contributes to making it happen.
customer needs with corporate direction for the greater overall good.
innovative and competitive products and services.
Jointly develops expectations with the customer.
knowledge/ experience to solve the customer's real problem.
total, not just departmental, resolution to customer requirements.
Seeks out customer requirements and works to meet customer expectations.
as effective by the customer.
relationships go both ways.
Knows who the customer is.
Reacts" to customer requests by providing customer with what they say they need.
Ignores customer input; gives the customer what he/she thinks is best.
solutions/ processes on the customer.
not understand or meet customer requirements.
Define what Customer Orientation and Service means to you and your organizationCommunicate and reinforce using a variety of channels and vehiclesMeasure, manage, and reward accordingly