HomeMy WebLinkAboutEthics Regulatory Training, Fall 2013CUSTOMER SERVICE IN A REGULATORY ENVIRONMENT
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Betsy J. Webb, SPHR MSU Local Government Center
Fall 2013
Agenda – 75 minutes
Examples of Bad Service – just to warm you up!
Customer Service and Service Excellence
Customer Service Quiz – clickers!
Table Discussion
What does this have to do with ethics?
Your
ethics resources
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Customer Service
A few bad examples…
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Within your work group, you notice that one of your colleagues seems to have good days and bad days when it comes to serving the citizens of Bozeman. In particular, there is one citizen
who always seems to push her buttons. She tends to be short and dismissive with this citizen. You know when this citizen shows up in city offices that your colleague will appear unfriendly
and will be less helpful than she is with other citizens.
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What should you do since you have noticed this pattern?
Find a time to talk privately with your colleague about what you are observing.
Talk to your colleague’s supervisor about it.
Do nothing. It’s none of your business.
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Does this scenario have anything to do with ethics?
Yes
No
I’m confused.
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City of Bozeman Core Values
Integrity:
Be honest, hardworking, reliable, and accountable to the public.
Leadership:
Take initiative, lead by example, and be open to innovative ideas.
Service:
Work unselfishly for
our community and its citizens.
Teamwork:
Respect others, welcome citizen involvement, and work together to achieve the best result.
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Ethics and Local Government
The role of ethics is significant in maintaining public trust, fairness, and the appearance of fairness in all government action.
A Code of Ethics is designed so that government actions
are not only fair, but also appear to be fair.
The goal of any ethics-related statute and program is to preserve the public’s confidence and trust in government.
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Your Job as a government employee
To work for the benefit of the people of the State of Montana (City of Bozeman)
Public Trust and Public Duty
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Customer Service
“There are no traffic jams along the extra mile” Roger Staubach
“Well done is better than well said” Ben Franklin
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What is customer service?
Knowing what you can or cannot do and what you can or cannot provide.
Knowing your service completely.
Making sure you can DELIVER.
Knowledge and Fulfillment
Recovery
Is it hard to
deliver?
YES!
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Service Excellence
See everything through the lens of the customer
Pay attention to the physical environment because everything speaks
Provide service delivery that will create service wows
Develop processes
that make employees service heroes
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Everything speaks
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Service Wows
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Service Heroes
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How do you rate your personal customer service skills?
Excellent – most days
Better than average
Average
Below average
I’m pretty poor at customer service
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How do you rate the City of Bozeman as a whole on customer service?
Excellent
Above average
Average
Below average
Pretty poor
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Is it more difficult to deliver quality service in a regulatory environment?
YES
NO
It Depends
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Your customer knows how much you care and if they can trust you within 3-4 seconds.
TRUE
FALSE
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Interpersonal Communication
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When a customer is waiting for help, you should finish serving your current customer before your acknowledge them.
TRUE
FALSE
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Simply saying “I’m sorry you had this experience and I’d like to help get this resolved for you,” may be enough to diffuse an angry customer.
TRUE
FALSE
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In responding to a frustrated customer’s question, it is a good idea to immediately offer a solution.
TRUE
FALSE
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“The first step in exceeding your customer’s expectations is to know their expectations.”
Roy H. Williams
Active listening
Use of probing questions
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Customers trust you more if they have had problems with your service and receive a speedy resolution than if they have no problems with your service at all.
TRUE
FALSE
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Recovery
Listen to the customer’s complaint, let them vent
Don’t argue, avoid being defensive
Say I’m sorry you have had this experience
Commit to fixing the mistake, if you can
Tell your supervisor
what happened and anything you agreed to do to fix it
Your supervisor may also want to take recovery steps
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At your table
Name 2 BEST PRACTICES for customer service in a regulatory environment
Share one mistake you’ve made providing service and the recovery steps you took.
How is this related to ethics?
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City of Bozeman Code of Ethics
The City Code of Ethics further states that “each member of the public shall be treated courteously, impartially and fairly. All employees and officials shall refrain from taking any
action, making any statement, or authoring any document that is intended to harass, intimidate, or retaliate against any member of the public” (2.03.510)
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What does this have to do with ETHICS?
Ethics Resources:
Your supervisor
Your work group
City Attorney (for advice before you’ve acted)
Human Resources
City of Bozeman Ethics Handbook
City of Bozeman Ethics Web Pages
City
of Bozeman Municipal Code
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RE-CAP
Service Excellence requires effort
Your individual actions impact your City Department and the City of Bozeman as a whole
Every interaction is an opportunity
How you react is a CHOICE
You
can recover from mistakes you make
Service Excellence = Job Security
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Betsy J. Webb, SPHR
MSU Local Government Center
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