ABA's strategic goal to strengthen customer service aims to build a culture of service excellence whereby services exceed expectations and create highly positive experiences for our students and other customers. The strategies identified to help us reach our goal are:
- Define good customer service
- Adopt a customer-focused approach
- Communicate effectively with customers and solicit feedback
- Continually pursue solutions to improve services
- Provide relevant customer service training division-side
- Promote accountability for customer service
Dennis Snow Workshop Materials:
- Workshop Handout (Delivering World-Class Customer Service)
- Service Map Process
- Everthing Speaks Distracters
- Customer Expectations
ABA Group Exercise Templates
In Spring 2013, the division launched its "customer service" initiative with a two-day workshop featuring speaker Dennis Snow. Snow, who began his career at Disney and is widely recognized for his customer service expertise, spoke with audiences at Sacramento State about ways in which an organization can achieve superior customer service. Day one of the workshop, Delivering World-Class Customer Service, focused on service that embraces the customer perspective and how to create a culture of "wow." Snow followed on the second day with a discussion of the leadership skills that can help promote a customer-focused organization, Leading a Culture of Service Excellence.
ABA followed-up by asking staff members to work together to identify customers and their expectations, and ways to exceed them, at the department and unit level. Results of the exercise will be used to build customer service enhancements into daily operations.