Download - Developing a quality service program
![Page 1: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/1.jpg)
Developing a quality service program
Developing aquality service program
![Page 2: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/2.jpg)
Developing a quality 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?
![Page 3: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/3.jpg)
Developing a quality service program
Part 1
What is quality service?
![Page 4: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/4.jpg)
Developing a quality service program
What is customer service?
![Page 5: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/5.jpg)
Developing a quality service program
What is customer service?
“Actions taken by arepresentative of an organisationto assist a customerand meet his/her needs”
![Page 6: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/6.jpg)
Developing a quality service program
If customer service refers to
“Actions taken by arepresentative of an organisationto assist a customerand meet his/her needs”
then what isquality customer service?
![Page 7: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/7.jpg)
Developing a quality service program
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
![Page 8: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/8.jpg)
Developing a quality service program
Quality service is about:
• establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting
![Page 9: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/9.jpg)
Developing a quality service program
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
![Page 10: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/10.jpg)
Developing a quality service program
Quality service is about:
• establishing positive, helpful interpersonal relationsbetween you and the personyou are assisting
• 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.
![Page 11: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/11.jpg)
Developing a quality service program
Quality service:
“You never geta second chanceto make a goodfirst impression.”
![Page 12: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/12.jpg)
Developing a quality service program
Part 2
Who are our ‘customers’?
What are their needs and expectations?
![Page 13: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/13.jpg)
Developing a quality service program
Who are our ‘customers’?
![Page 14: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/14.jpg)
Developing a quality service program
Who are our ‘customers’?
• Internal customers
• External customers
• Direct customers
• Indirect customers
• Stakeholders
![Page 15: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/15.jpg)
Developing a quality service program
What are their needs and expectations?
“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
![Page 16: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/16.jpg)
Developing a quality service program
What are their needs and expectations?
![Page 17: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/17.jpg)
Developing a quality service program
Workshop 1
Who are our customers?What are their needs and expectations?
![Page 18: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/18.jpg)
Developing a quality service program
Workshop 1 report back
Who are our customers?What are their needs and expectations?
![Page 19: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/19.jpg)
Developing a quality service program
Part 3
Characteristics of quality service
![Page 20: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/20.jpg)
Developing a quality service program
Quality service involves three key elements
Strategy
Customer
System PeopleKarl AlbrechtThe Service Triangle,1990
![Page 21: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/21.jpg)
Developing a quality service program
Characteristics of quality serviceat a personal level:
• Competence
• Reliability
• Credibility
• Empathy
• Accessibility
• Responsiveness
• Confidentiality
![Page 22: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/22.jpg)
Developing a quality service program
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
![Page 23: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/23.jpg)
Developing a quality service program
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.
Characteristics of quality service organisations
Quality performance assessment matrix
1Know your customers
Communicate with customers
Have measurable standards
Support and reward staff
![Page 24: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/24.jpg)
Developing a quality service program
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
Communicate with customers
Have measurable standards
Support and reward staff
Quality performance assessment matrix
![Page 25: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/25.jpg)
Developing a quality service program
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
Have measurable standards
Support and reward staff
Quality performance assessment matrix
1 2Know your customers
Communicate with customers
![Page 26: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/26.jpg)
Developing a quality service program
Characteristics of quality service organisations
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.
Quality performance assessment matrix
1 2
3Have measurable standards
Know your customers
Communicate with customers
![Page 27: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/27.jpg)
Developing a quality service program
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?
![Page 28: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/28.jpg)
Developing a quality service program
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?
![Page 29: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/29.jpg)
Developing a quality service program
Part 4
How do we create a culture ofquality servicein our workplace?
![Page 30: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/30.jpg)
Developing a quality service program
How do we create a cultureof quality service?
• Committed, enthusiastic leaders
![Page 31: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/31.jpg)
Developing a quality service program
How do we create a cultureof quality service?
• Committed, enthusiastic leaders
• Committed, professional staff
![Page 32: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/32.jpg)
Developing a quality service program
How do we create a cultureof quality service?
• Committed, enthusiastic leaders
• Committed, professional staff
• High levels of awareness
![Page 33: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/33.jpg)
Developing a quality service program
How do we create a cultureof quality service?
• Committed, enthusiastic leaders
• Committed, professional staff
• High levels of awareness
• High expectations
![Page 34: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/34.jpg)
Developing a quality service program
• High team cohesion
How do we create a cultureof quality service?
![Page 35: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/35.jpg)
Developing a quality service program
• High team cohesion
• High team cooperation
How do we create a cultureof quality service?
![Page 36: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/36.jpg)
Developing a quality service program
• High team cohesion
• High team cooperation
• Effective communication
How do we create a cultureof quality service?
![Page 37: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/37.jpg)
Developing a quality service program
How do we create a cultureof quality service?
• High team cohesion
• High team cooperation
• Effective communication
• Processes to provide professional learning
and support for staff
![Page 38: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/38.jpg)
Developing a quality service program
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
![Page 39: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/39.jpg)
Developing a quality service program
Workshop 3How 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
![Page 40: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/40.jpg)
Developing a quality service program
Workshop 3 report backHow 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
![Page 41: Developing a quality service program](https://reader035.vdocuments.site/reader035/viewer/2022081519/5681364e550346895d9dd0d9/html5/thumbnails/41.jpg)
Developing a quality service program
Thank you