TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO Our Customer Service Journey
Our Customer Service Journey
Jul 16, 2015
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TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our Customer Service Journey
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
“ Nau mai, haere mai ”
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
*Disclaimer
“Been there, done that”
“Team support; Sue kick-started it”
“OMG”
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Margaret, Customer Service Representative
Our Customer Service Journey
@ The Start
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our place
4th largest city, 145,000 residents
around 850 full-time staff
Customer Relationships Group: Customer Services, i-SITE, Democracy,
Mayoral Office, Communication
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our vision
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our purpose
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our qualities
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
2011 review
centralise customer services
front of house refurbishment
technology investment (CRM, KBase, SRM)
enhance online services
develop a strategy & action plan
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
2012 snapshot
decentralised customer services
separate counters, five floors
40 phone lines, 24/7 TeleOps
CAPEX with no operating budget
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our Customer Service Journey
@ Taking action
Michelle, Service Centre Team Leader
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Welcome to Customer
Services
Gary Stephenson, Customer Services Manager
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our Customer Service Strategy:
“ Provide exceptional customer service ”
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Gary, Customer Services Manager
[ ENGAGE ]We connect with our
customers and developan authentic relationship
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Gary, Customer Services Manager
[ ENGAGE ]Survey customer experiences
Lead voice of the customerComplaints & compliments
Lead online engagementCustomer segmentation
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
[ GROW ]We develop our people
to ensure they are knowledgeable, friendly
& passionate aboutdelivering exceptional
customer service
Chris, Organisational Engagement Advisor
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
[ GROW ]Refresh Customer PromiseCustomer Service training
Launch new inductionReward & recognition
Chris, Organisational Engagement Advisor
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
[ SIMPLIFY ]We design services and processes that make it
easy to do business with us
Jude, Democracy Manager
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
[ SIMPLIFY ]Customer contact centreGrow channels of choice
Process improvementDevelop customer careService transformation
Jude, Democracy Manager
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
ENGAGE
We connect with our customers and develop an authentic
relationship
A comprehensive view of our customers is achieved
We understand our customers’ experience and their perception of council services
Customer requirements are incorporated into service design and reviews
Customers are kept informed and can engage with us on their preferred channel of choice
GROW
We develop our people to ensure they are
knowledgeable, friendly and passionate about delivering
exceptional customer service.
A customer centric culture that puts customer needs first is evident
Exceptional customer service is recognised and rewarded
Exceptional service performance by our people is demonstrated and monitored
Our people are professional and expert (skilled) in the services we provide
SIMPLIFY
We design services and processes that make it easy to
do business with us
Services are designed with the customer in mind
Council services are accessed through multiple channels
Online services are developed as the preferred delivery channel
One point of contact is optimised – one phone and email contact
Customer needs are met at the first contact point
Key services are documented, regularly reviewed, and improved
Services are measured and benchmarked against the best
Customer Service Strategy 2013-2016“Provide exceptional customer service”
ACTION PLANS
CUSTOMERPROMISE
QUALITIES
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
New service centre
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The old look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The old look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Various designs
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
Retail banking look, neutral colours
Refreshed, consistent branding
New bright coloured uniform
Clear site rule: desks, brochures, no posters, etc
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
The new look
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Achievements
High engagement during transition
24/7 Contact Centre created
Negotiated operational budget
Increased organisational pride
Positive public feedback
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Now underway
Service Request Management
Review of opening hours
Social media under the Promise
Building our training programme
‘Our Front Door’ visitor hosting
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our Customer Service Journey
@ The future
Rob, Customer Service Representative
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Measuring the Promise
Measure experience, not satisfaction
Ask externally and internally
Multiple channels, 24/7, real-time
Benchmark & set KPIs
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Customer PromiseCustomer service is.... XXXXXXX
Customer service is.... XXDid we show
genuine interest in you & your query?
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Customer PromiseCustomer service is.... XXXXXXX
Customer service is.... XXHow easy was it
to be put in touch with the person to assist you?
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Customer PromiseCustomer service is.... XXXXXXX
Customer service is.... XX
Did you feel fully informed about the progress of your request?
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Did you need to contact us more than once?
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Service transformation
Take action on data & feedback
Launch transformation programme
Be agile & drive innovation
Focus on internal & external improvements
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Supporting the community to understand & successfully meet their legal obligations
TO:
Being an enforcer of regulation and rules
FROM:
Service transformationService transformation
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Premium service offerings for customers who want to pay more for convenience
TO:
Standardised timeframes for all customers
FROM:
Service transformation
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Customer-centred design “what works for the customer and us”
TO:
Internally designed service improvements “what works for us”
FROM:
Service transformation
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Our Customer Service Journey
@ End of part one
Jenny, Customer Service Representative
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Lessons learned
Stay positive & over-communicate
People before paper, always
Start on the inside first
Maintain high level buy-in
Have fun, it’s part of the journey!
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
ThanksAny questions?
Jason Dawson, GM Customer Relationships
TO BE A SMART CITY IN EVERY WAY AND EVERYTHING WE DO
Thanks.Any questions?
“Te Waharoa ki te Ao Maarama”The Entranceway to the World of Enlightment,
Hamilton Lake Domain
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