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