WOW How to Lead the Way to Customer Service in State Government
How to Lead the Way to WOW Customer Service in State Government Rebecca Davio, Driver License Director, TxDPS Ginny Booton, Consumer Relations Director, TxDMV WHAT YOUR CUSTOMERS ARE EXPECTING: Mediocrity Complications Bureaucracy People want good service, but few are willing to give it Robert Gately What Are Some Companies That Provide Great Service? Why are they WOW? Try to be WOW in government – RIGHT! WOW - It’s as simple as one, two ① Self + ② Team ___________ WOW WOW Guiding Principles • Self: You play a crucial role in leading the way to remarkable customer service. • Team: You move your team from a “me” to a “we” delivery of service. What you do as the Leader SELF SELF What you do as the Leader 1 2 3 4 5 Commit Personalize Set Expectations Overcome barriers Recharge WHY ARE YOU HERE? 1 Commitment - The Intrepreneurial Spirit 2 Personalize it It really is that person’s first time, although it may be your 99th encounter of the day. This person is someone’s mom, dad, brother, sister, child. 3 Set Expectations I want a WOW everyday If you are shooting for it you are more likely to get it The job gets easier when you are forward focused 4 Overcome Barriers Identify them Network and gain perspective Look for alternatives Take action Have you lost your mojo? Refocus Network Invest in you Celebrate your successes 5 RECHARGE What you do for your Team TEAM TEAM What you do for your Team 1 2 3 4 Teach Train Trust Transfer 1. TEACH YOUR STAFF THE BEHAVIOR YOU WANT TO SEE FROM THEM. Quality in a service or product is not what you put into it. It is what the client or customer gets out of it - Peter Drucker 2. TRAIN ENSURE YOUR STAFF ARE PROVIDED THE SKILLS THEY NEED TO BE SUCCESSFUL FOR YOU. You get what you want by giving other people what they want – Alice MacDougall 3. TRUST TRUST THEM TO DO THE RIGHT THING AND HOLD THEM ACCOUNTABLE WHEN THEY DON’T. Give trust and you will get it double in return – Kees Kamies 4. TRANSFER NOW, LET GO! “Dear customer: I may not have the answer, but I’ll find it. I may not have the time, but I’ll make it.” – Your employee How your organization benefits Getting To WOW! IT’S THE PERSONAL INTERACTION SURROUNDING THE EXPERIENCE THAT’S SIGNIFICANT. That’s because it is the experience [it’s YOU] the customer remembers, not the transaction. Customer Team Me WOW Customer Service Get To The Heart Of Your Staff And They Will Win The Hearts Of Your Customers WHY PROVIDE WOW CUSTOMER SERVICE? Our customers deserve good service State government sometimes acts like a monopoly, but we are easily outsourced The greatest waste of our natural resources is the number of people who never achieve their potential It just feels good GIVE THE CUSTOMERS THE SERVICE THEY DON’T EXPECT – SOME WOW! Expect your staff to be exceptionally kind to the not-so-kind customer Treat each customer as though they were your mom, dad, sister, brother, grandparent. When you make it a personal connection, it helps them “refocus” Encourage staff to go the extra mile. Why not? That extra minute to ask a customer about their day, to follow-up with one who had an issue or that extra touch in an email that welcomes someone to Texas is an investment in you and your team. The goodwill and the positive dialogue customers will have about your office is priceless Establish a crisis team or critical care team to take on the more difficult customers or ones with serious issues that will take up time - This will keep your line moving and the customer will feel valued One of the deep secrets of life is that all that is really worth doing is what we do for others – Lewis Carroll Watch Out World
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