Tuesday, April 25, 2006

Customer Service is Job #1

Everyone that work in parks is in the customer service business. To hone our skills in this area, the Regional Park Authority brought in a national expert in customer service and supervisory skills to do a one day training with our staff and park employees from many of our member jurisdictions. Ruby Newell-Legner has done training with over 300 park organizations nationally and many public and private clients world wide. Below is just a small sample of the materials she shared with us.

9148 W.Vandeventor Dr. 􀂋 Littleton, CO 80128 􀂋 Phone (303) 933-9291 􀂋 Fax (303) 904-2966 􀂋 E-Mail: Ruby@RubySpeaks.com 􀂋 www.RubySpeaks.com
Making Customer Satisfaction EverybodyÂ’s Business

Problem Solving -
Anticipate problems and solve them proactively before they happen
Plan goals around the future - figure out what you donÂ’t know so you can develop your skills
Put out fires in the infant stage
Focus on the "Big Picture" approach to handling problems when your supervisor is unavailable
When there is a crisis - deal with it calmly and demonstrate positive leadership
Bring two possible solutions and a recommendation with every problem or situation
Develop alternative approaches to problems and pinpoint solutions that appeal to everyone
Organization -
Work smarter not harder - set priorities - plan your day and live it - stay focused
Become a “Power Planner” and improve productivity by spending 10 minutes a day planning
Identify time-wasters and evaluate how to eliminate them
Determine specific routines that smooth out peak and slack periods and help you get more
control over your workday, every day
Control interruptions
Predetermine intermediary deadlines to insure meeting deadlines and demands
Prioritize the workload - even when everything needs to be done right now
Handle multiple projects by prioritizing - Smooth out the workload
Say “yes” only when it is reasonable and realistic
Communication -
Select the best response when others criticize your supervisor or your organization
Become a "buffer" between adversaries without being trapped in the middle
Communicate when you are ready for more responsibility
Present your problem solving ideas in a way that earns credibility and respect
Keep your supervisor informed without being a gossip or a tattle-tale
Relay constructive criticism without it being taken personally
Leave professional impressions throughout the organization
Deal with Office Politics and avoid being caught up in it
Be discrete in sharing information and handling confidential material
Customer Service -
Get to know your customers - Demonstrate an interest in their lives
Take every opportunity to call the customer by name
Acknowledge a customerÂ’s presence by the time they get within two feet
Interrupt any conversation if you are talking to a co-worker so the customer knows that they are
their first priority
Listen and acknowledge that you are listening to the customers
Double check orders for accuracy
If delivery is not going to be when you promised, call the customer immediately to inform them
Assist customers in learning about how a product or service works
Look for the opportunity to add value to each transaction
Manage/Supervise -
Take charge and demonstrate initiative without appearing overbearing and pushy
Identify difficult employees and redirect them with swiftness and ease
Prevent misunderstandings and increase efficiency by giving clear instructions and
having staff repeat back information to make sure that they understand it
This is the form I shared with Lisa
Skills that she
needed to develop
to move to the next
level in her career