Respectful & Responsive Service

1. Respectful & Responsive Service

2. By June 30, 2012, our goals are to: • Improve the percentage of community members, parents, students and employees who indicate information and services are provided in a timely and efficient manner as measured by an annual survey • Increase the percentage of employees who consider GCS a “preferred place” to work as measured by an annual survey

3. Values We will treat all members of our community with: ·         Responsive and respectful service·         Fast and accurate communication·         Dignified and courteous responses

4. GCS Responsiveness According to a 2009 public opinion poll, only 59% of parents said their child’s schools was “very good” when asked “How responsive is your child’s school to your requests for information?” • Poor – 5% • Fair – 7% • Good – 28%

5. GCS Responsiveness 2010: • Very responsive – 62% (+3%) • Good – 20% (-8%) • Fair – 8% (+1%) • Poor – 10% (no change)

6. GCS Responsiveness According to a 2009 public opinion poll, only 35% of parents said the GCS central office was “very good” when asked “How responsive is the GCS district office to your requests for information?” • Poor – 21% • Fair – 14% • Good – 29%

7. GCS Responsiveness 2010 • Very responsive – 41% (+6%) • Good – 18% (-11%) • Fair – 19% (+4%) • Poor – 23% (+2%)

8. Vision Exemplifying service excellence.* * The vision of Area IV relates to the district’s vision: Achieving educational excellence.

9. Mission  “In support of our district’s overall mission, we will foster trust and collaboration in our community by providing equitable, effective and excellent service and communication.”

10. What makes the difference between good service and great service?

11. 1. What makes a service experience exceptional?2. What makes a service experience less than stellar? 3. What are the benefits of a school district providing exceptional service? 4. What is the biggest obstacle to providing great service?5. How will regionalization help us to provide great service to all customers? (Internal & external)

12. According to the National School Public Relations Association, four traits are common to all customer relationships:Speed Affinity Predictability Apparent expertise

13. Companies that provide great service clearly communicate what a customer or potential customer should expect when they do business with that company. They leave no doubt in the customer'smind.

14. In the end, it all boils down to one thing: communication

15. Why is it important for GCS to provide respectful & responsive service?

16. True educational excellence is possible only in an environment that promotes and delivers service excellence.

17. Our ultimate customer is the student.

18. GCS believesthat by anticipating our customers’ needs and wants, and by treating all with respect, the district will further strengthen its partnership with employees, students, parents and community members.

19. “Service is the rent you pay for living.” – Marian Wright Edelman

20. GCS Service Standards Service standards are the commitment we make to delivering service that meets and exceeds our customers’ expectations.

21. On the phone - what’s out?

22. Telephone Service Standards What’s out: • Immediately placing the caller on hold • Transferring without being certain the recipient can answer the caller’s question • Giving up before the caller’s request has been fulfilled • Using too much educational jargon – just speak simply

23. Telephone Service Standards What’s in: • Answering the phone within two rings whenever possible • Projecting a pleasant tone of voice • Stating your name and office • Returning all missed calls within 24 hours (1 business day) • Being prepared to offer options to help solve the caller’s problems • Providing warm transfers • Changing voicemail if you will be unavailable stating alternatives should the customer need immediate assistance

24. On the phone – what’s in?

25. Telephone Superstars • AP/IB • Colfax Elementary • Eastern High • The Middle College at GTCC-Greensboro • Southeast Middle • Sternberger Elementary

26. E-mail – what’s out?

27. E-Mail Service Standards What’s out: • Using all capital letters in e-mails – this is the equivalent of yelling • Using “text talk” – no way, OMG!

28. E-Mail Service Standards What’s in: • Responding to all e-mails within 24 hours (1 business day) • Answering the e-mailer’s question within 48 hours (2 business days) • Acknowledging requests and providing timelines for resolutions • Projecting a helpful and pleasant tone in written communications • Using proper business writing format • Using proper letter-writing technique • Setting an “out-of-office” reply stating alternatives should the customer need immediate assistance

29. E-mail – what’s in?

30. E-Mail Superstars • Aycock Middle • Brown Summit Middle • Chief Academic Office • Chief Administrative Office • Eastern High • Guilford Middle • Johnson Street Global Studies • McIver Education Center • School Nutrition Services • Superintendent’s Office • Technology • The Middle College at GTCC-High Point • The Middle College at GTCC-Jamestown • Western Region

31. In person – what’s out?

32. Onsite Service Standards What’s out: • Failing to acknowledge visitors • Sharing exasperation with visitors • Forgetting that many visitors are not familiar with the layout and scope of our district • Saying, “I don’t know” • Failing to help visitors and not connecting them to someone who can

33. Onsite Service Standards What’s in: • Ensuring your office is easy to locate • Greeting visitors immediately – both the parent AND the student! • Organizing your area (maintaining updated phone directories, directions to schools/offices and information about your region) • Maintaining composure with the guest, no matter the situation • Offering guests something to read if they must wait

34. In person – what’s in?

35. Onsite Superstars • Brown Summit Middle • Eastern Middle • Hairston Middle • The Middle College at N.C. A&T • Student Assignment • Summerfield Elementary • Weaver Academy

36. Optimal Operations Make sure you have the tools necessary to offer great service! Need something? Tell someone! Have a tip? E-mail greatservice@gcsnc.com

37. Optimal Operations Secret shoppers evaluate sites based on: • Ease of navigability • Internal process for information gathering/sharing • Wait times • Employee knowledge • Customer service skills

38. GCS Secret Shop Stars • Advanced Placement/IB • Induction and Success • Operations • School Nutrition Services • Central Region • Johnson Street Global Studies • The Middle College at GTCC-High Point

39. GCS Secret Shop Fails • 19 entities did not respond to either e-mail • 35.5% of calls were transferred • Only 54.7% expecting callbacks received calls back • Only 198 of 301 callers got their questions answered

40. In an education environment, service excellence doesn’t mean that “the customer is always right.” Education is like a three-legged stool made up of educators, parents and students. When all three legs work together, the stool is stable and strong. When even just one leg of the stool starts to wobble, problems arise. Similarly, by working together, better – and more permanent – solutions are created.

41. Tools for Success It’s best to have strategies in place for dealing with difficult people before they approach you.

42. Tools for Success • Here are four keys to dealing with conflict resolution: • Give them more than they need! • Meet their schedules! • Be flexible and friendly! • Respect them!

43. Tools for Success But what about those REALLY difficult people?

44. Tools for Success Allow the person to vent. Avoid saying: calm down, you don’t understand, you must be confused, it’s not our policy, we NEVER…

45. Tools for Success Instead: Nod your head, be understanding and maintain eye contact. Try not to tap, fidget, bounce or look down at your watch.

46. Tools for Success Express Empathy Appreciate their feelings and offer understanding, even if you don’t agree. Say things like: I’m sorry this has been your experience, that must be very upsetting, I can see how you might feel this way.

47. Tools for Success Begin active problem solving by using three types of questions: • Background questions • Probing questions • Confirmation questions

48. Tools for Success Background questions help us understand wants and needs while we evaluate how and where to refer the customer. Examples of background questions: • I can see you’re upset – how can I help you? • What needs to be done? • What can we do to fix this problem? • Can I arrange a meeting for you?

49. Tools for Success Probing questions help us identify the root issues, gather information and determine the 5 W’s – who, what, where, when and why. Examples of probing questions: • Can you explain what happened? • Can you tell me who was involved? • Why do you think this occurred? • How can we resolve this to your satisfaction?

50. Tools for Success Confirmation questions help us check understanding and obtain additional information. Examples of confirmation questions: • Let me make sure I’m clear – did this happen ….? • So the problem as you see it is….? • Is there anything more I need to know? • Is there anything else I can do?