Moving from Good to Great: Developing Standards of Service Cheryl Burkhart-Kriesel University of Nebraska-Lincoln Extension MarketPlace Conference West Point, Nebraska February 2013
Feb 24, 2016
Moving from Good to Great: Developing Standards
of ServiceCheryl Burkhart-Kriesel
University of Nebraska-Lincoln Extension
MarketPlace ConferenceWest Point, Nebraska
February 2013
Developing Service Standards
Developing Service Standards
Service Standards: priorities and criteria that ensure consistent delivery of customer service
Developing Service Standards
Service Standards: Set organizational and employee
guidelines for decision-making Prioritize the details of service
delivery Allow consistent measurement of
service delivery
A. Developing Service Standards What words & phrases describe the kind of service your customers expect from you?
Smile
Ready to serve
Personal touch
Efficiency
Good food
Fun
Safety
What words & phrases describe the ideal level of service you provide?
Consistent theme
Policies-procedures
Sales
Assertively friendly
A. Developing Service Standards What words & phrases describe the kind of service your customers expect from you?
Respectful
Courteous
Helpful
Knowledgeable
Safety
What words & phrases describe the ideal level of service you provide?
Accommodating
Responsive -calls
Local information
A. Developing Service Standards What words & phrases describe the kind of service your customers expect from you?
What words & phrases describe the ideal level of service you provide?
B. Developing Service Standards
#1
#2
#3
#4
Take the two lists and cluster similar words in boxes below.
Choose a word that best describes / defines each group.
Prioritize these words. They become your quality standards.
Note: #1 Is not negotiable!
Personal touchGuest as VIPAssertively FriendlySmile
SecurityPreventionProcedureSafety
Guest flowUse of spaceSpeed of serviceReady to serve
Staff appearanceOn stage/off stageConsistent themeAuthenticity
Courtesy
Safety
Efficiency
Show
Safety
Courtesy
Show
Efficiency
B. Developing Service Standards
#1
#2
#3
#4
Take the two lists and cluster similar words in boxes below.
Choose a word that best describes / defines each group.
Prioritize these words. They become your quality standards.
Note: #1 Is not negotiable!
Respectful Helpful Courteous Accommodating
___________________________________________________
___________________________________________________
___________________________________________________
“Meet them where they are”
__________________
__________________
__________________
__________________
__________________
__________________
__________________
B. Developing Service Standards
#1
#2
#3
#4
Take the two lists and cluster similar words in boxes below.
Choose a word that best describes / defines each group.
Prioritize these words. They become your quality standards.
Note: #1 Is not negotiable!
________________________________ ________________
___________________________________________________
___________________________________________________
___________________________________________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
C. Developing Service Standards
For employer:
history training; mirrors at stage entrances; location for changing into costumes;train for roles AND service
For established employees :reminder for on stage/off stage (mirrors); consistent performance/mentor; encourage cast member suggestions (2 bites -2 min)
For new hires :role expectations (use mirrors); become part of the cast/use mentor; basic service standards – smile/ eye contact; act “assertively friendly”
Your prioritized service standards. What behaviors characterize these standards?
How can you communicate/ integrate these behaviors into your business?
Mirror use Cast appearance Performance Costume matches
behavior 2 minutes 2 bites Eye contact &
smile Assertive friendly ______________ ______________ ______________ ______________ ______________ ______________ ______________
_3rd_(Priority)
ShowTitle)
Developing Service Standards
Brainstorm behaviors… Are there actions where everyone has a role?
• •
Are there ways to get employees input?• •
How can you reinforce behavior?• •
C. Developing Service Standards
For you as an employer: implement customer reservation training that reassure potential customers that beginning skills are acceptable
For established employees: to develop a scripted list of riding “do’s and don’ts” that help ensure a safe and successful ride
For new hires: respond confidently to top five questions customers ask about horse riding , actively seek answers to questions they don’t know
Your prioritized service standards. What behaviors characterize these standards?
How can you communicate/ integrate these behaviors into your business?
Demonstrate flexibility to assist
Show empathy__ Share experience Share knowledge Instill confidence Answer questions ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________
________(Priority)
“Meet them where they are”
(Title)
C. Developing Quality Standards
For you as an employer :
For established employees :
For new hires :
Your prioritized service standards. What behaviors characterize these standards?
How can you communicate/ integrate these behaviors into your business?
______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________ ______________
________(Priority)
_________________(Title)
Developing Service Standards
“You can dream, create, design, and build the most wonderful place in the world, but it requires people to make the dream a reality.”
…Walt Disney
Developing Service Standards
Video: Johnny the Baggerhttp://www.stservicemovie.com/
Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture.
University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.
Moving from Good to Great: Developing Standards
of ServiceCheryl Burkhart-Kriesel
University of Nebraska-Lincoln Extension
MarketPlace ConferenceWest Point, Nebraska
February 2013