Michael Wilson

BDO

Viewpoint

How do your employees view working for you:

--like they are they surviving an American Idol

elimination round?

--adrift in a lone life raft like a sales insurance

agent?

--or as part of a team that is on the

cutting edge of your field or industry?

2

Introduction Our story

Prepare your team to be best in its class

Build internal service quality

Build confidence through education

Delegation techniques

Use the process of “Reverence”

The Effects of “Reverence”

How the sale of a wallet taught me “reverence”

How “reverence” applied to Cindy’s story

How “reverence” can help you

Why Confidence and Self-Esteem?Studies show employee satisfaction and customer

satisfaction enhance each other!

Service-Profit chain concept

Employee-Focus

Create a cause and make work challenging

Employee Satisfaction . . .→Customer Satisfaction

Loyalty, Revenue, Profitability

Customer Satisfaction

External Service Quality

Employee Retention + Productivity

Employee Satisfaction

Internal Service Quality

Dead Ends You cannot be there 100% of the time.

You cannot convince your staff they are capable.

You cannot empower staff without sharing information, knowledge and delegating responsibilities.

You cannot test their new capabilities without stretching their abilities to the limit and allowing them to fail gracefully.

What confidence and self-esteem sounds like !

Preparing to be the Best Strive for a change controlled environment

Engage your staff in documenting agreed processes

Accumulate and publish your collective knowledge

Insist on consistency in everything your team does

Aim for quality in your service–

“the ideal customer experience”

We Will Only Accept

-a quality level of 3 parts per million

Building Internal Service Quality

Increase communication between staff

Go dark 1 to 1 ½ hours per week

Involve your staff in round table exercises

Urge volunteers to train others on specific topics and procedures

Record your training sessions

Ask attendees of HDI chapter meetings to summarize their experiences

Encourage them to sing their success via articles and newsletters

Confidence Through Education Create opportunities for learning

Accumulate your common knowledge

Create a culture of knowledge sharing

Build an internal certification process

Delegate Team Responsibilities Hiring new staff should be both a peer and management

effort

Responsibility for the training and orientation of new

staff belongs to the team

Utilize the process to test agents understanding of

procedures and policies

Allow the team to build up new team members they can

depend on

The Process of “Reverence”

Respect is “to honor, to treat with kindness and to esteem”

Reverence is “to treat with respect, to accentuate worth, to celebrate, to esteem with the highest ability”

How I learned the process of “reverence” and proved it to my colleagues at NCR training. The sale of a wallet.

Why Does “Reverence” Work?

Which one did he buy?

Using “Reverence”. . . -in Job Searching

Use “reverence” to display your utmost interest:

Focus on the little details

Appreciate each aspect

See as if you are beholding for the very first time

How you can secure a job using this outlook?

At Vishay components I expressed intense curiosity and reverence even before joining them.

-in Quarterly Reviews Listen for their story

Revere their existing abilities

Extol their aspirations and strongest desires

Utilize the tools available to you (Flex-Time)

Cindy’s story – From a dispatcher to a powerful Service Desk Specialist with an MCDST certification.

Cindy’s StoryIn 2006 Today

Dispatching

Call center challenges

Troubleshooting challenges

Incident handling

Took control of the education and training schedule

Ran the meetings

Point person for West Coast center

MCDST certified

Nominated for HDI 2010 award in Phoenix

Celebrated by CTO and other high ranking BDO partners

How Reverence applied to Cindy’s story!

Aiming Higher Envision their job as a career

Go dark once a week

Create an audit program

Encourage friendly competition

Let go of total control and let the team take over

Allow them control their environment

Involve them in improvements to the team

Connect with each staff quarterly

Remember: reverence

Summary Build your internal service quality.

Raise the level of communications

Promote their education at all costs

Boost confidence

Let go

Benevolent leader not a task master and Empower the team.

Reverence of the employee.

Find the inner spark and accentuate the positives

The Benefits

“True self–esteem rests on a feeling of personal dignity, the feeling that you are in control of your own decisions and your own destiny.”

~Abraham Maslow

Thank you!

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Other Materials EnclosedKaizen example

Brainstorming Rules

Flex /Task Schedule

Cindy’s comments

Example of “Go Dark” Session

Kaizen Example

Brainstorming Rules Choose a facilitator, time keeper and notes-poster

Communicate the rules to the team

Timing each branch puts pressure on idea generation

Note Posters focus on getting the ideas on the board

Emphasize quantity over quality of ideas

Make sure the exercise is fun

1. There are no bad ideas

2. There are no responses or retorts to any ideas

3. Go round the table to make sure everyone pitches in

Service Desk Flex Schedule

Cindy’s Comments

Example of a “Go Dark” Session

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