Moving from Good to Great: Developing Standards

of ServiceCheryl Burkhart-Kriesel

University of Nebraska-Lincoln Extension

MarketPlace ConferenceWest Point, Nebraska

February 2013

Developing Service Standards

Developing Service Standards

Service Standards: priorities and criteria that ensure consistent delivery of customer service

Developing Service Standards

Service Standards: Set organizational and employee

guidelines for decision-making Prioritize the details of service

delivery Allow consistent measurement of

service delivery

A. Developing Service Standards What words & phrases describe the kind of service your customers expect from you?

Smile

Ready to serve

Personal touch

Efficiency

Good food

Fun

Safety

What words & phrases describe the ideal level of service you provide?

Consistent theme

Policies-procedures

Sales

Assertively friendly

A. Developing Service Standards What words & phrases describe the kind of service your customers expect from you?

Respectful

Courteous

Helpful

Knowledgeable

Safety

What words & phrases describe the ideal level of service you provide?

Accommodating

Responsive -calls

Local information

A. Developing Service Standards What words & phrases describe the kind of service your customers expect from you?

What words & phrases describe the ideal level of service you provide?

B. Developing Service Standards

#1

#2

#3

#4

Take the two lists and cluster similar words in boxes below.

Choose a word that best describes / defines each group.

Prioritize these words. They become your quality standards.

Note: #1 Is not negotiable!

Personal touchGuest as VIPAssertively FriendlySmile

SecurityPreventionProcedureSafety

Guest flowUse of spaceSpeed of serviceReady to serve

Staff appearanceOn stage/off stageConsistent themeAuthenticity

Courtesy

Safety

Efficiency

Show

Safety

Courtesy

Show

Efficiency

B. Developing Service Standards

#1

#2

#3

#4

Take the two lists and cluster similar words in boxes below.

Choose a word that best describes / defines each group.

Prioritize these words. They become your quality standards.

Note: #1 Is not negotiable!

Respectful Helpful Courteous Accommodating

___________________________________________________

___________________________________________________

___________________________________________________

“Meet them where they are”

__________________

__________________

__________________

__________________

__________________

__________________

__________________

B. Developing Service Standards

#1

#2

#3

#4

Take the two lists and cluster similar words in boxes below.

Choose a word that best describes / defines each group.

Prioritize these words. They become your quality standards.

Note: #1 Is not negotiable!

________________________________ ________________

___________________________________________________

___________________________________________________

___________________________________________________

__________________

__________________

__________________

__________________

__________________

__________________

__________________

__________________

C. Developing Service Standards

For employer:

history training; mirrors at stage entrances; location for changing into costumes;train for roles AND service

For established employees :

reminder for on stage/off stage (mirrors); consistent performance/mentor; encourage cast member suggestions (2 bites -2 min)

For new hires :

role expectations (use mirrors); become part of the cast/use mentor; basic service standards – smile/ eye contact; act “assertively friendly”

Your prioritized service standards. What behaviors characterize these standards?

How can you communicate/ integrate these behaviors into your business?

Mirror use Cast appearance Performance Costume matches

behavior 2 minutes 2 bites Eye contact &

smile Assertive friendly ______________ ______________ ______________ ______________ ______________ ______________ ______________

_3rd_(Priority)

ShowTitle)

Developing Service Standards

Brainstorm behaviors… Are there actions where everyone has a role?

• •

Are there ways to get employees input?• •

How can you reinforce behavior?• •

C. Developing Service Standards

For you as an employer:

implement customer reservation training that reassure potential customers that beginning skills are acceptable

For established employees: to develop a scripted list of riding “do’s and don’ts” that help ensure a safe and successful ride

For new hires: respond confidently to top five questions customers ask about horse riding , actively seek answers to questions they don’t know

Your prioritized service standards. What behaviors characterize these standards?

How can you communicate/ integrate these behaviors into your business?

Demonstrate flexibility to assist

Show empathy__ Share experience Share knowledge Instill confidence Answer questions ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________

________(Priority)

“Meet them where they are”

(Title)

C. Developing Quality Standards

For you as an employer :

For established employees :

For new hires :

Your prioritized service standards. What behaviors characterize these standards?

How can you communicate/ integrate these behaviors into your business?

______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________

________(Priority)

_________________(Title)

Developing Service Standards

“You can dream, create, design, and build the most wonderful place in the world, but it requires people to make the dream a reality.”

…Walt Disney

Developing Service Standards

Video: Johnny the Baggerhttp://www.stservicemovie.com/

Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture.

University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.

Moving from Good to Great: Developing Standards

of ServiceCheryl Burkhart-Kriesel

University of Nebraska-Lincoln Extension

MarketPlace ConferenceWest Point, Nebraska

February 2013