customer service quality enhancement 2
TRANSCRIPT
Generic Public Sector Customer Service Issues
The establishment is not full, too much work and inefficiency, stressed staff?
The Structures are complex – customers have difficultly knowing which number to ring to contact the correct person
Customers don't get the service promptly, frustrated, referred from one office to the other
Poor customer relations, no respect and recognition, poor engagement- members not seen until campaign time!
The impression that customers are captive.
2
Reform needs
Bring government closer to people,
Revitalising public services
Responding to the increasingly diverse nature of stakeholders
Ensuring that public services are more accessible, accountable and responsive to individual needs and the lifestyles that people now lead.
3
Key reform focus- (PACT)
Process in place (P) –– delivery system, customer support, technical support,
convenience( tax payment),standardization
A positive attitude-– Politeness, Professionalism, Personalization
Effective communication (C)-– instant feedback, call center, service stations and
centers, body , oral, telephone, emails, websites.
Timely performance (T)-– promptness, automation, queuing models,
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Processes and Procedures
User friendly process to access a service
Activities focused on customer requirements-
fast service?
– A long queue?
– Updated web site?
– Flexible plans?
– Ease access
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Attitudes
Customer is not an obstruction, it is the
reason we exist
– Supplement process with a human element
– Surprise the customer with positivity
6
Communication
Awareness about process to obtain a service
Language – body, oral
Customer care desk
Dress code
Image creation, image of a caring
organization?
Outlook of staff-bored? Happy?
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Timely action, promptness
Time has a value, value customers’ time. How long does it take to obtain a trading license? To get listed on the CMA?-Efficiency of a process depends on delivery time– Avoid keeping customers waiting
– Inform customers on status of requested service
– Set time and performance standards- how long it takes to get serviced
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Critical innovations for enhanced service
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Hire People who Care,
A caring person will make an extra effort to make a positive and lasting first impression, solve problems for clients when it counts.
A Specialists team to share the love when the customer is scared and angry, all the systems are down, and the top management team is out
A good control environment- caring for the public assets and cash
Good governance
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Invest in the Human resource, the value chain
Invest in staff welfare-Happy employees create happy customers, which creates happy stakeholders
Support staff through actions of senior leaders-study leave, office meals, free lunch time, retreats….medical
Staff should value the work environment, an organization that cares for them
Hygiene and sanitation
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Automation
Fast processing and retrieval
– Answer answering machines?
– Filling forms on line?
– Pay taxes by smart phones
– Make appointments on line
– Fast production of reports
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Training & Re-Training
Continuous hands on training and awareness of customer care issues enhances organization image and outputs– Untrained staff are usually stressed due to failure
to serve customers appropriately
– On job training depends on whether then trainer know the subject!
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Leadership Involvement
Leaders that care about customers, top
leadership attitude has a cascade effect
Highly technical supervisors who are also
accomplished coaches is a key success
factor
Leadership that cares. How does a leader
respond to customer complaints
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Benchmarking
Compare with the best in similar service in
region, world…. in terms of – Time management
– Quality of service and products
– Environment, office space
– Human resource management- salary, training
– Management styles
– Financial management, quality control systems
– Customer survey methods
– Infrastructure- web site, equipment, office buildings
– image16
House keeping and image
Hygiene- how are the washrooms, remove garbage, foul smells
Orderly arrangement of tools, furniture… equipment
Clean uniforms, vehicles well marked
Routine maintenance ( buildings, compounds,…… machines) What image do want to depict to the outer customer?
Community perception, what they remember the organization for?
Branding- a “better city”, “a better CMA” a better you?
Happy staff
Professional ethics
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Customer Service Advisor
Dealing with customer queries at first point of contact
Developing customer care policy
Developing a customer care training programme for all
staff
Reporting back and influencing service delivery
Developing systems to support the role
Feedback strategy
Developing a customer service strategy
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Group Activity; What areas in your organization will you focus on in order to deliver an outstanding service and improvement of standards?
People-recruit skilled staff, allocation of duties, skills training in ICT
Process- merge, align procedures, Activities-each dept to clear work in time and efficiently,
Attitudes- caring
Communication-ICT staff ensure proper working of web site and timely posting, staff meetings and interaction, ease access to senior management
Costs-prompt requests for supplies, procurement planning, regular audits
Time-work plan, set time for completion of each activity and responsible persons, increase involvement
Technology-Ipads, SMS, web site,
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Customer Service Excellence –How to deliver customer satisfaction
The Final Outcome
The way the service kept its promise
The way the service handled any
problems
Initial Wait
How long it takes overall
Number of times had to contact the
service
Accuracy
Comprehensiveness
Being kept informed about progress
Competent Staff
Being treated fairly
Polite and friendly Staff
How sympathetic staff were to your
needs
Delivery
Timeliness
Information
Professionalism
Staff Attitude
Satisfaction
with Service
What matters to customers = Drivers
30%
24%
18%
16%12%
Final thought? Attitude transformation.
“A customer is the most important visitor in our premises.
He is not dependent on us, we are dependent on him. He is not an interruption to our work, he is the purpose of it.
He is not an outsider to our business, he is part of it. We are not doing him a favour by serving him; he is
doing us a favour by giving us the opportunity to do so”.
Mahatma Gandhi
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Developing a Service Strategy: Systematic Process
Phase 1:Analysis & Preparation
Phase 2:Design & Development
Phase 3:Pilot Test
Phase 4:Roll Out & Transfer
Analyze the situation:• Diagram & revise
processes to define baseline situation
• Collect information on the benchmarked services and standards
• Analyze information & develop benchmarks
• Prepare proposal & form working group
Develop the strategy:• Define areas of
improvement & strategies by segment
• Analyze cost- benefit of technological support (help desks, )
• Define new processes and objectives
• Prioritize activities
Implement Pilot:• Establish pilot
parameters• Finalize budget• Establish operational
requirements • Test tools • Prepare pilot site• Train personnel• Implement pilot• Supervise & monitor• Adjust strategy • Define conclusions
Integrate strategy in the institution
• Define strategic & operational implications
• Develop support materials
• Establish an action plan by dept
• Train personnel• Modify / upgrade
systems• Implement roll out • Define follow up and
monitoring plan
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IN SUMMARY: Transformation
23
•
‘Hello Mrs. Kimani, the
DOE is responsible for
this, let me find out who
can assist you and call you
back’
‘Yes, I can take the
details and have your
new bin delivered within
3 working days.’
‘‘Let me just check for
you…that meeting begins at
7.30 am, and will be for two
weeks, allowance payable,
Would you like to reserve a
place?
‘Sorry’
we don’t
deal
with street lighting’
‘Sorry, we don’t have
Info on the
Order paper, I’ll give
you
another number’ to call
‘Sorry,
bins are dealt with
by another dept and
they are engaged,
can you call back?
