customer service in local government meander valley council carol lewis august 2014
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Customer Service in Local Government
Meander Valley Council
Carol LewisAugust 2014
Welcome
In local government, service is what it is all about
Service in the Public Sector Many of the ‘easy wins’ have already been
made in delivering service improvement, making it harder for government at all levels to find significant future enhancements. This is coupled with rising fiscal constraints and crises in most advanced countries.
IPPA Policy Paper Getting Serious on Client Service, 2011
http://www.ipaa.org.au/documents/2012/05/getting-serious-on-client-service.pdf/?fb0ff6
Facts About Customer Service When visiting a retail outlet, shoppers decide in the
first 8 second whether they are comfortable and therefore likely to buy.
Dissatisfied customers tell 20 – 30 people about their bad experience.
Satisfied customers tell no-one about their experience – they don’t know the service level provided.
Delighted customers will tell 7 – 10 other people, so word of mouth attracts more customers.
Exemplary external service derives from the inside.
Drivers of Customer Satisfaction Timeliness Staff – being knowledgeable, fair, putting in
the extra effort Positive outcomes Ease of access Recent experiences of service
http://www.iccs-isac.org/research/citizens-first/citizens-first-6/?lang=en
Delivering services or customer service well, or not so well
The amount of money you invest in service How efficiently and effectively you allocate the
available resources The impetus to continually improve or to be
complacent
Service Delivery Drivers
Your Challenge
Avoid complacency and create the impetus and dynamic for continuous improvement in service operations
Service as a Concept
Service as a universal concept means different and increasing expectations from your customers
Case Study Individually read through the case study
provided Put yourself in Geoff’s shoes Answer these three questions:
What rating would you give Hotel Diamond? Would you recommend the hotel to others? How would you describe the hotel?
Case Study … Discuss the difference experiences
List the key differences
Service?
123.8 seconds
Service?
123.8 seconds32.9 seconds
Service …
2012 Benchmarking SnapshotCustomer Perspective
Target Service Level – Answer Speed 82% in 30 seconds
Service Level Agreement 101.3% (ie, exceeded)
Abandon Rate Phone 4.6%
Average Wait Time Counter 123.8 seconds
Average Wait Time Phone 44.4 seconds
First Contact Resolution 83%
Proportion Transactions Raising a CSR 18.6%
Customer Tolerance
Desirable
Expected
Adequate
ToleranceZone
Perceptions & ExpectationsHigh Level of Service + Low Customer Expectations
= Excellent Service
Low Level of Service + High Customer Expectations= Poor Service
Average Service + Average Customer Expectations
= Mediocre Service
Service Levels Tailor service levels to customer expectations
and tolerance zones Don’t waste your resources delivering a level
of service your customers don’t expect, need or want
Customers expect the level of service you promise
Internal Service Chain
Volunteers Where would we be without you?
Out There
Customer Service Staff
Difficult Situations
Navigating Your Way
Skills + Mindset
LEAP into it …
Listen
Empathise
Acknowledge
Propose resolution
What can you do? Everyone can make a difference to customer
perceptions and service levels
Nominate at least three specific behaviours you can demonstrate in your role that will enhance your customers’ perception of your service level
Trends Rising customer expectations New ways of connecting and communicating
with customers Social media playing a role Speech analytics Technology
Channel Management
Channel Management
Coherence – makes sense to the customer
Consistency – same standards across all channels
You can make a difference
Keep your skills up to date Learn your job inside out Get feedback Build collaborative, productive
relationships with your colleagues Enjoy your job!
In Conclusion
Service enablers +
the human element
And finally …
Thank you for your participation
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