developing a quality service program

Developing a quality service program

Developing aquality service program


Developing quality service

1. What is qualitycustomer service?

2. Who are our ‘customers’? What are their needsand expectations?

3. What are the characteristics of quality service?

4. How can we create a culture of quality servicein our workplace?


Part 1

What is quality service?


What is customer service?


What is customer service?

“Actions taken by arepresentative of an organisationto assist a customerand meet his/her needs”


If customer service refers to

“Actions taken by arepresentative of an organisationto assist a customerand meet his/her needs”

then what isquality customer service?


What is quality service?

Actions taken by a representativeof an organisation to assista person such that:

• the person’s specific needsare consistently met

• the person’s expectations about the level of service provided are consistently met, if not exceeded


Quality service is about:

• establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting




• providing positive, satisfying experiences for this personas a result of that contact




• providing positive, satisfying experiences for this person as a result of that contact

• maintaining/increasing this person’s positive perceptions about the level of service both offered and provided.


Quality service:

“You never geta second chanceto make a goodfirst impression.”


Part 2

Who are our ‘customers’?

What are their needs and expectations?



• Internal customers

• External customers

• Direct customers

• Indirect customers

• Stakeholders



“If you do not meet your customers’ needs, they will go elsewhere.

If they must stay, they will make it unnecessarily hard for you.

If you meet their needs, that is what you are supposed to do anyway.

The only way to achieve customer excellence in their eyes and minds is to exceed their expectations.”Theodore LevittHarvard Business Review, 1966


Workshop 1

Who are our customers?What are their needs and expectations?


Workshop 1 report back

Who are our customers?What are their needs and expectations?


Part 3

Characteristics of quality service


Quality service involves three key elements

Strategy

Customer

System PeopleKarl AlbrechtThe Service Triangle,1990


Characteristics of quality serviceat a personal level:

• Competence

• Reliability

• Credibility

• Empathy

• Accessibility

• Responsiveness

• Confidentiality


Characteristics of quality service organisations

4Support and reward staff

1. Know your customers

2. Communicatewith customers

3. Have measurable standards

4. Support andreward staff

Quality performance assessment matrix

1 2

3Have measurable standards

Know your customers

Communicate with customers


1. Know your customers

Organisations that are achieving quality performance have:

identified their customers

know the needs and expectations of key customers

established customer information systems to support staff in customer related activities

established customer complaints and feedback mechanisms.



1Know your customers


Have measurable standards

Support and reward staff


Characteristics of quality service organisations2. Communicate with customers

Quality service organisations:

regularly seek information on customer needs and expectations

regularly communicate tocustomers about service standards and improvements.

21Know your customers






Characteristics of quality service organisations3. Have measurable standards

In quality service organisations:

a customer focus is evident in organisational goals, policies, plans, internal processes, standards, outputs, products and services

customer service standards areknown and met

performance is measured

standards are constantly assessed and continuous measurable improvementis undertaken.3




1 2Know your customers




4Support and reward staff

4. Support and reward staff

Employees at all levels are involvedin and are empowered with a clear understanding of:

the need to satisfy customers

the need to provide quality service

their role in meeting customer needs

and expectations.

Employees participate inquality service training.

Employees are recognisedand rewarded for their efforts.


1 2

3Have measurable standards

Know your customers



Workshop 2 Assessing and evaluating our progress

• What do we do well?

• Where could we do better?

• What aren’t we doing that our customers want/need?

• How well are we promoting our services?


Workshop 2 report back

• What do we do well?

• Where could we do better?

• What aren’t we doing that our customers want/need?

• How well are we promoting our services?


Part 4

How do we create a culture ofquality servicein our workplace?


How do we create a cultureof quality service?

• Committed, enthusiastic leaders




• Committed, professional staff





• High levels of awareness





• High levels of awareness

• High expectations


• High team cohesion




• High team cooperation





• Effective communication






• Effective communication

• Processes to provide professional learning

and support for staff


How do we create a culture of quality service?

• Draft a customerservice policy

• Develop a customer service plan

• Set achievable milestones

• Determine how success will be measured

• Reward andcelebrate success


Workshop 3How do we create a culture of quality service?







Workshop 3 report backHow do we create a culture of quality service?







Thank you

developing a quality service program

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