Outreach Services Standardizing Services to Enhance the Customer’s
Experience
“Order is the shape upon which beauty depends”.
- Pearl S. Buck
STANDARD
Read more: http://www.businessdictionary.com/definition/standard.html#ixzz23A2iLEne
Universally or widely accepted, agreed upon, or established means of determining what something
should be.
The STANDARD
Our PROMISE
Becomes
CUSTOMERS Have expectations Recognize changes
STANDARDIZATIONFormulation, publication, and implementation
of guidelines, rules, and specifications for common and repeated use,
aimed at achieving optimum degree of order or uniformity
in a given context, discipline, or field.
Read more: http://www.businessdictionary.com/definition/standardization.html#ixzz23A3q3Qay
Touch Points with Customers
Benefit of Standardization
Measure
Quality & Quantity
RETURN ON INVESTMENT
STAFF PERFORMANCE
SYSTEMS
CUSTOMER SATISFACTION
Customer SatisfactionGOODWILL
LOYALTY
SUPPORT
FINANCIAL AND POLITICAL
How confident is your customer?
Customer Satisfaction
Consistency & Continuity
Lay the service foundation to generate consumer confidence.
Customer Satisfaction
Standardize
Identify Service Components
Objectives
Elements
Standardize
Plan for When You Can’t Deliver
The Strategy
Adopt the Customer’s Point of View
Outreach Workflow
Outreach Workflow
Bookmobile ServiceSchool Year
Factors motivating the service review:
Customer Safety
Customer Complaints
Multiple teams serving the same locations with different approaches
Bookmobile ServiceSchool Year
Laying the Service Foundation
Know Your Customer
Behaviors
Preferences
Step 1. Define Service Objectives
Set the Standard
Define Service Objectives
Create library browsing experience for preschoolers
Safe boarding and exiting of bookmobile
Maintain consistency with service content
Bookmobile ServiceSchool Year
YEAR 1
TimeTime of day
Length of duration
Space Customer receives
Customer’s perspective
Step 2: Define Service Elements
Set the Standard
STAFF CUSTOMER RECEIVES
DRIVER MUSIC PLAYING WHILE BOARDING Safety
OTA WELCOME / GREETINGS
DRIVER TAKES RETURNED MATERIALS
OTA GROUND RULES REVIEWED Safety
OTA WHAT’S NEXT EXPLAINED
Bookmobile Service Laying the Foundation
BEGIN“HELLO”
5 minutes
Our PromiseTimeYear One
STAFF ASSIGNED CUSTOMER RECEIVES
OTA BROWSING EXPERIENCE
OTA READER’S ADVISORY
OTA & DRIVER ACCOUNT RESOLUTION
OTA & DRIVER CHECK-OUT
OTA REJOIN GROUP & SIT DOWN WITH BAG OF BOOKS
MIDDLE
Our Promise20 minutes
TimeYear One
Bookmobile Service Laying the Foundation
STAFF ASSIGNED CUSTOMER RECEIVES
OTA THANK YOU FOR PARTICIPATING AND YOUR GOOD BEHAVIOR
OTA ENCOURAGED TO VISIT NEIGHBORHOOD LIBRARY
DRIVER MUSIC PLAYING Safety
OTA STOP & GO EXIT ACTIVITY Safety
CLOSE“GOODBYE”
Our Promise
5 minutesTime Bookmobile Service
Laying the Foundation
Year One
Bookmobile ServiceSchool Year SERVICE
ENHANCEMENTS
Simplify the return of materials for care providers
Model and practice early literacy skills with preschoolers and care providers
One on one practice of early literacy skill at check-out
YEAR 2
STAFF CUSTOMER RECEIVES
DRIVER MUSIC PLAYING WHILE BOARDING
OTA WELCOME / GREETINGS
DRIVER RETURNED MATERIALS Burgundy bags
OTA TEACHERS SIGNS IN CLASS Safety
OTA GROUND RULES REVIEWED
OTA WHAT’S NEXT EXPLAINED
BEGIN“HELLO”
Our Promise5 minutes
TimeYear Two
Bookmobile ServiceEnhancements
STAFF ASSIGNED CUSTOMER RECEIVES
OTA QUICK & EASY EARLY LITERACY ACTIVITY
OTA BROWSING EXPERIENCE
OTA READER’S ADVISORY
OTA & DRIVER ACCOUNT RESOLUTION
OTA & DRIVER CHECK-OUT & ‘MY TIME’
OTA REJOIN GROUP & SIT DOWN WITH BAG OF BOOKS
MIDDLE
Our Promise20 minutes
Time
Year TwoBookmobile ServiceEnhancements
STAFF ASSIGNED CUSTOMER RECEIVES
OTA THANK YOU FOR PARTICIPATING AND YOUR GOOD BEHAVIOR
OTA ENCOURAGE TO VISIT NEAREST BRANCH Show picture of branch
DRIVER MUSIC PLAYING
OTA STOP & GO EXIT ACTIVITY
Bookmobile ServiceEnhancements
CLOSE“GOODBYE”
Our PromiseYear Two
5 minutes
Time
What do you offer customers when you can’t deliver?
Fall Back Position
Compensate the Customer to Keep or Build Goodwill
Exception to the Rule
Consolation Prize
STAFF ASSIGNED CUSTOMER RECEIVES
OTA CLASSROOM VISIT
OTA PICK UP RETURNS
OTA DELIVER BAGS OF BOOKS
Bookmobile Service Visit with a Van
FALL BACK POSITION
10 minutes
Space = Service Elements
Our Promise
Setting Up a New Service
Trying to Solve a Problem
Introducing Something New
Standardizing Services
STAFF CUSTOMER RECEIVES
BEGIN“HELLO”
Your Promise__ minutes
Time _____________ Service
STAFF ASSIGNED
CUSTOMER RECEIVES
MIDDLE
___ minutes
Your PromiseTime _____________ Service
STAFF ASSIGNED CUSTOMER RECEIVES
__________ Service
CLOSE“GOODBYE”
Your Promise
__ minutes
Time