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
DownloadNote - The PPT/PDF document "Customer Service Creating a culture of c..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Presentations text content in Customer Service Creating a culture of customer orientation
Slide1
Customer ServiceCreating a culture of customer orientation
Gregg Descheemaeker
Slide2
Photo Source: www.timetoknow.com
2
What does transformation look like?
Slide3
Photo Source: www.timetoknow.com
3
…still the same?
Slide4
4
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?
5
Customer Orientation and Your Objectives
T
oday…
Slide6
Is Customer Service a Core Value for you?DWR
Workplace SafetySustainability
Environmental Stewardship
Environmental Justice
Climate Change Management
CalPIA
Customer Focused
Self-Suffiency
Team Work
Innovation
IntegrityResponsibility
Collaboration
Staff Well-Being
DMV
Honesty and Integrity
Commitment to serve the public
Respect/consideration for others
Accuracy and quality
FTB
Accountability
Communication
Enterprise Thinking
Individuality
Innovation
IntegrityLeadershipTeamwork DHCSIntegrityServiceAccountabilityInnovationEDDServiceAdaptabilityPeopleCare and RespectCommunicationLeadershipTeamworkAccountabilityCitizenship
6
Slide7
Is Customer Service a Core Value for you?SCIF
Honesty
Integrity
Accountability
Adaptability
Collaboration
CalHRCollaboration
LeadershipIntegrityCustomer Service
Excellence/Quality
Diversity
Dept Tech Services
Be Accountable
Be Service Driven
Collaborate & Cooperate
Understand Enterprise Value
Demonstrate Strong Leadership
OSHPD
Accountability
Communication
Community
Innovation
Integrity
Professionalism
Respect
Service
Teamwork
DSH
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.
7
Slide8
“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
exhibit”
F
earless
– Forge ahead with thoughtful, bold ideas
A
ccountable – Take responsibility for doing what’s right M
emorable – Make impressions and connections I
nspiring – Encourage creativity and passion
Learning
– Seek and share knowledge
Y
ou
– Make a
difference
8
Slide9
9
Slide10
10
Slide11
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.
11
Slide12
12
“REINFORCING
OUR
CULTURE”
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
USAA marketing
, including television commercials, showcases our public brand
Emphasis on behaviors important to our culture in
performance reviews
Unique
employee development programs
that help employees apply our cultural priorities in a positive way that leads to better results
Slide13
13
Customer Orientation at Intel
Slide14
How do you manage and measure Customer Orientation?14
Role Modeling
Excelling
Doing
Beginning
Lacking
Understands the customer's critical agenda and proactively contributes to making it happen.
Integrates
customer needs with corporate direction for the greater overall good.
Delivers
innovative and competitive products and services.
Jointly develops expectations with the customer.
Applies
knowledge/ experience to solve the customer's real problem.
Seeks
total, not just departmental, resolution to customer requirements.
Seeks out customer requirements and works to meet customer expectations.
Viewed
as effective by the customer.
Realizes
that
customer/supplier
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.
Forces
solutions/ processes on the customer.
Does
not understand or meet customer requirements.
Slide15
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
Download this presentation
DownloadNote - The PPT/PDF document "Customer Service Creating a culture of c..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Presentations text content in Customer Service Creating a culture of customer orientation
Customer ServiceCreating a culture of customer orientation
Gregg Descheemaeker
Slide2Photo Source: www.timetoknow.com
2
What does transformation look like?
Slide3Photo Source: www.timetoknow.com
3
…still the same?
Slide44
Maybe this is what it looks like?
Slide5Who 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?
5
Customer Orientation and Your Objectives
T
oday…
Slide6Is Customer Service a Core Value for you?DWR
Workplace SafetySustainability
Environmental Stewardship
Environmental Justice
Climate Change Management
CalPIA
Customer Focused
Self-Suffiency
Team Work
Innovation
IntegrityResponsibility
Collaboration
Staff Well-Being
DMV
Honesty and Integrity
Commitment to serve the public
Respect/consideration for others
Accuracy and quality
FTB
Accountability
Communication
Enterprise Thinking
Individuality
Innovation
IntegrityLeadershipTeamwork DHCSIntegrityServiceAccountabilityInnovationEDDServiceAdaptabilityPeopleCare and RespectCommunicationLeadershipTeamworkAccountabilityCitizenship
6
Slide7Is Customer Service a Core Value for you?SCIF
Honesty
Integrity
Accountability
Adaptability
Collaboration
CalHRCollaboration
LeadershipIntegrityCustomer Service
Excellence/Quality
Diversity
Dept Tech Services
Be Accountable
Be Service Driven
Collaborate & Cooperate
Understand Enterprise Value
Demonstrate Strong Leadership
OSHPD
Accountability
Communication
Community
Innovation
Integrity
Professionalism
Respect
Service
Teamwork
DSH
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.
7
Slide8“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
exhibit”
F
earless
– Forge ahead with thoughtful, bold ideas
A
ccountable – Take responsibility for doing what’s right M
emorable – Make impressions and connections I
nspiring – Encourage creativity and passion
Learning
– Seek and share knowledge
Y
ou
– Make a
difference
8
Slide99
Slide1010
Slide11CULTURE 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.
11
Slide1212
“REINFORCING
OUR
CULTURE”
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
USAA marketing
, including television commercials, showcases our public brand
Emphasis on behaviors important to our culture in
performance reviews
Unique
employee development programs
that help employees apply our cultural priorities in a positive way that leads to better results
Slide1313
Customer Orientation at Intel
Slide14How do you manage and measure Customer Orientation?14
Role Modeling
Excelling
Doing
Beginning
Lacking
Understands the customer's critical agenda and proactively contributes to making it happen.
Integrates
customer needs with corporate direction for the greater overall good.
Delivers
innovative and competitive products and services.
Jointly develops expectations with the customer.
Applies
knowledge/ experience to solve the customer's real problem.
Seeks
total, not just departmental, resolution to customer requirements.
Seeks out customer requirements and works to meet customer expectations.
Viewed
as effective by the customer.
Realizes
that
customer/supplier
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.
Forces
solutions/ processes on the customer.
Does
not understand or meet customer requirements.
Slide15Define what Customer Orientation and Service means to you and your organizationCommunicate and reinforce using a variety of channels and vehiclesMeasure, manage, and reward accordingly
15
Summary
Slide16Slide17Slide18Slide19