Executive Briefing Creating a Service Quality Culture
1copy 2011 YourNextSpeaker LLC
EXECUTIVE BRIEFINGCreating a Service Quality Culture
April 2011Developed and Presented by Rhett LaubachYourNextSpeaker LLCArcadia OK
wwwYourNextSpeakercom
Executive Briefing Creating a Service Quality Culture
2copy 2011 YourNextSpeaker LLC
P r o v i d i n g q u a l i t y s e r v i c e is the job of everyone at Oklahoma State University A leader must believe in understand and clearly communicate quality service expectations to create a service quality culture Positively providing a stakeholder experience where OSU connects with people on a relational emotional and rational level creates OSU advocates The value and benefits are extensive and define how people see relate to interact with support and champion Oklahoma State University
Discussion will include
Why it is important to be obsessed about what the stakeholder wants
Establishing clear quality service expectations
How leadership can ensure team responsibility and follow-through
How to be a stakeholder-focused organization
Research30 of students who leave a university cite the number one reason as ldquoI felt like they didnrsquot care about merdquoThe second major reason students quit a school is dissatisfaction with how the staff treats them12 of potential enrollment is lost as soon as a potential student who had indicated an inclination to attend makes direct contact with the institution72 of all students leave school for academic customer service focused reasons
Source Dr Neal Raisman Author of The Power of Retention
Executive Briefing Creating a Service Quality Culture
3copy 2011 YourNextSpeaker LLC
Principles1
2
3
4
5
6
7
8
9
10
11
12
Executive Briefing Creating a Service Quality Culture
4copy 2011 YourNextSpeaker LLC
Questions
Why should OSU be concerned about quality service
Who are our stakeholders
How can we tell if we are good at service
What does poor service look like
How does a university benefit when stakeholder service improves
How do students benefit when service improves
What are the barriers to great service
Where is excellent service happening on campus
How can we successfully manage student successfailure
What are the personal benefits to stafffaculty for being great at service
Executive Briefing Creating a Service Quality Culture
5copy 2011 YourNextSpeaker LLC
Strategies VALUEPERKSNOTESAUDITSGUESTSHEROESMODELS
FRIENDLYKINDNESSPERSONALLANGUAGEREMINDERSSTANDARDSMEASURINGCOURTEOUSWELCOMINGEASE OF USEEXCELLENCE
CORE VALUESRECOGNITIONSOPHOMORESRANDOM ACTSAPPRECIATION
TOUCH-POINTSEXPECTATIONSCELEBRATIONS
RESPONSIBILITYMANAGING LINES
EXIT COUNSELORS
Executive Briefing Creating a Service Quality Culture
6copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
7copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
8copy 2011 YourNextSpeaker LLC
RHETTlaubach
Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada
Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact
Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom
Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better
wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach
Web HomeLeadership Blog
Speaking Skills BlogLeaders in Gear Book
FacebookYouTube
TwitterLinkedIn
CONNECT
- Slide 1
- Slide 2
- Slide 3
- Slide 4
- Slide 5
- Slide 6
- Slide 7
- Slide 8
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Executive Briefing Creating a Service Quality Culture
2copy 2011 YourNextSpeaker LLC
P r o v i d i n g q u a l i t y s e r v i c e is the job of everyone at Oklahoma State University A leader must believe in understand and clearly communicate quality service expectations to create a service quality culture Positively providing a stakeholder experience where OSU connects with people on a relational emotional and rational level creates OSU advocates The value and benefits are extensive and define how people see relate to interact with support and champion Oklahoma State University
Discussion will include
Why it is important to be obsessed about what the stakeholder wants
Establishing clear quality service expectations
How leadership can ensure team responsibility and follow-through
How to be a stakeholder-focused organization
Research30 of students who leave a university cite the number one reason as ldquoI felt like they didnrsquot care about merdquoThe second major reason students quit a school is dissatisfaction with how the staff treats them12 of potential enrollment is lost as soon as a potential student who had indicated an inclination to attend makes direct contact with the institution72 of all students leave school for academic customer service focused reasons
Source Dr Neal Raisman Author of The Power of Retention
Executive Briefing Creating a Service Quality Culture
3copy 2011 YourNextSpeaker LLC
Principles1
2
3
4
5
6
7
8
9
10
11
12
Executive Briefing Creating a Service Quality Culture
4copy 2011 YourNextSpeaker LLC
Questions
Why should OSU be concerned about quality service
Who are our stakeholders
How can we tell if we are good at service
What does poor service look like
How does a university benefit when stakeholder service improves
How do students benefit when service improves
What are the barriers to great service
Where is excellent service happening on campus
How can we successfully manage student successfailure
What are the personal benefits to stafffaculty for being great at service
Executive Briefing Creating a Service Quality Culture
5copy 2011 YourNextSpeaker LLC
Strategies VALUEPERKSNOTESAUDITSGUESTSHEROESMODELS
FRIENDLYKINDNESSPERSONALLANGUAGEREMINDERSSTANDARDSMEASURINGCOURTEOUSWELCOMINGEASE OF USEEXCELLENCE
CORE VALUESRECOGNITIONSOPHOMORESRANDOM ACTSAPPRECIATION
TOUCH-POINTSEXPECTATIONSCELEBRATIONS
RESPONSIBILITYMANAGING LINES
EXIT COUNSELORS
Executive Briefing Creating a Service Quality Culture
6copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
7copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
8copy 2011 YourNextSpeaker LLC
RHETTlaubach
Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada
Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact
Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom
Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better
wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach
Web HomeLeadership Blog
Speaking Skills BlogLeaders in Gear Book
FacebookYouTube
TwitterLinkedIn
CONNECT
- Slide 1
- Slide 2
- Slide 3
- Slide 4
- Slide 5
- Slide 6
- Slide 7
- Slide 8
-
Executive Briefing Creating a Service Quality Culture
3copy 2011 YourNextSpeaker LLC
Principles1
2
3
4
5
6
7
8
9
10
11
12
Executive Briefing Creating a Service Quality Culture
4copy 2011 YourNextSpeaker LLC
Questions
Why should OSU be concerned about quality service
Who are our stakeholders
How can we tell if we are good at service
What does poor service look like
How does a university benefit when stakeholder service improves
How do students benefit when service improves
What are the barriers to great service
Where is excellent service happening on campus
How can we successfully manage student successfailure
What are the personal benefits to stafffaculty for being great at service
Executive Briefing Creating a Service Quality Culture
5copy 2011 YourNextSpeaker LLC
Strategies VALUEPERKSNOTESAUDITSGUESTSHEROESMODELS
FRIENDLYKINDNESSPERSONALLANGUAGEREMINDERSSTANDARDSMEASURINGCOURTEOUSWELCOMINGEASE OF USEEXCELLENCE
CORE VALUESRECOGNITIONSOPHOMORESRANDOM ACTSAPPRECIATION
TOUCH-POINTSEXPECTATIONSCELEBRATIONS
RESPONSIBILITYMANAGING LINES
EXIT COUNSELORS
Executive Briefing Creating a Service Quality Culture
6copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
7copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
8copy 2011 YourNextSpeaker LLC
RHETTlaubach
Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada
Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact
Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom
Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better
wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach
Web HomeLeadership Blog
Speaking Skills BlogLeaders in Gear Book
FacebookYouTube
TwitterLinkedIn
CONNECT
- Slide 1
- Slide 2
- Slide 3
- Slide 4
- Slide 5
- Slide 6
- Slide 7
- Slide 8
-
Executive Briefing Creating a Service Quality Culture
4copy 2011 YourNextSpeaker LLC
Questions
Why should OSU be concerned about quality service
Who are our stakeholders
How can we tell if we are good at service
What does poor service look like
How does a university benefit when stakeholder service improves
How do students benefit when service improves
What are the barriers to great service
Where is excellent service happening on campus
How can we successfully manage student successfailure
What are the personal benefits to stafffaculty for being great at service
Executive Briefing Creating a Service Quality Culture
5copy 2011 YourNextSpeaker LLC
Strategies VALUEPERKSNOTESAUDITSGUESTSHEROESMODELS
FRIENDLYKINDNESSPERSONALLANGUAGEREMINDERSSTANDARDSMEASURINGCOURTEOUSWELCOMINGEASE OF USEEXCELLENCE
CORE VALUESRECOGNITIONSOPHOMORESRANDOM ACTSAPPRECIATION
TOUCH-POINTSEXPECTATIONSCELEBRATIONS
RESPONSIBILITYMANAGING LINES
EXIT COUNSELORS
Executive Briefing Creating a Service Quality Culture
6copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
7copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
8copy 2011 YourNextSpeaker LLC
RHETTlaubach
Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada
Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact
Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom
Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better
wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach
Web HomeLeadership Blog
Speaking Skills BlogLeaders in Gear Book
FacebookYouTube
TwitterLinkedIn
CONNECT
- Slide 1
- Slide 2
- Slide 3
- Slide 4
- Slide 5
- Slide 6
- Slide 7
- Slide 8
-
Executive Briefing Creating a Service Quality Culture
5copy 2011 YourNextSpeaker LLC
Strategies VALUEPERKSNOTESAUDITSGUESTSHEROESMODELS
FRIENDLYKINDNESSPERSONALLANGUAGEREMINDERSSTANDARDSMEASURINGCOURTEOUSWELCOMINGEASE OF USEEXCELLENCE
CORE VALUESRECOGNITIONSOPHOMORESRANDOM ACTSAPPRECIATION
TOUCH-POINTSEXPECTATIONSCELEBRATIONS
RESPONSIBILITYMANAGING LINES
EXIT COUNSELORS
Executive Briefing Creating a Service Quality Culture
6copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
7copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
8copy 2011 YourNextSpeaker LLC
RHETTlaubach
Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada
Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact
Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom
Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better
wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach
Web HomeLeadership Blog
Speaking Skills BlogLeaders in Gear Book
FacebookYouTube
TwitterLinkedIn
CONNECT
- Slide 1
- Slide 2
- Slide 3
- Slide 4
- Slide 5
- Slide 6
- Slide 7
- Slide 8
-
Executive Briefing Creating a Service Quality Culture
6copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
7copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
8copy 2011 YourNextSpeaker LLC
RHETTlaubach
Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada
Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact
Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom
Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better
wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach
Web HomeLeadership Blog
Speaking Skills BlogLeaders in Gear Book
FacebookYouTube
TwitterLinkedIn
CONNECT
- Slide 1
- Slide 2
- Slide 3
- Slide 4
- Slide 5
- Slide 6
- Slide 7
- Slide 8
-
Executive Briefing Creating a Service Quality Culture
7copy 2011 YourNextSpeaker LLC
Notes
Executive Briefing Creating a Service Quality Culture
8copy 2011 YourNextSpeaker LLC
RHETTlaubach
Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada
Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact
Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom
Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better
wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach
Web HomeLeadership Blog
Speaking Skills BlogLeaders in Gear Book
FacebookYouTube
TwitterLinkedIn
CONNECT
- Slide 1
- Slide 2
- Slide 3
- Slide 4
- Slide 5
- Slide 6
- Slide 7
- Slide 8
-
Executive Briefing Creating a Service Quality Culture
8copy 2011 YourNextSpeaker LLC
RHETTlaubach
Rhett Laubach has changed the way thousands of people across the nation think about leadership As a professional speaker author presentations coach Personal Leadership Insight expert and owner of YourNextSpeaker LLC Rhett has taught leadership skills for 20 years one million audience members and in 47 states the Bahamas and Canada
Rhetts clients include students educators and business professionals in the agriculture sales human resource banking health transportation and insurance industries His programs are high-energy and high-impact
Rhettrsquos primary focus is the development of Personal Leadership Insight our ability to positively influence people and situations to create value and growth This curriculum includes a vast array of assessments program content and on-line resources He authors two popular blogs Personal Leadership Insight is his leadership blog and Authenticity Rules is his presentation coaching blog Rhett has also just released a new leadership book ndash Leaders in Gear This book contains hundreds of tips and strategies focused in three areas personal leadership team leadership and presentations You can find links to all of Rhettrsquos material as well as information about his programs at wwwYourNextSpeakercom
Rhett graduated from Oklahoma State University with a bachelorrsquos degree in Agricultural Economics in 1996 He lives in Edmond Oklahoma and is a dedicated Christian husband father and community leader As a seasoned veteran he guarantees to make you think make you laugh and make you better
wwwYourNextSpeakercomwwwPersonalLeadershipInsightorgwwwAuthenticityRulescomwwwLeadersInGearcomwwwfacebookcomrhettlaubachwwwyoutubecomrhettdeanwwwtwittercomyns1wwwlinkedincominrhettlaubach
Web HomeLeadership Blog
Speaking Skills BlogLeaders in Gear Book
FacebookYouTube
TwitterLinkedIn
CONNECT
- Slide 1
- Slide 2
- Slide 3
- Slide 4
- Slide 5
- Slide 6
- Slide 7
- Slide 8
-