Orange County Public Schools Customer Service OCPS HR Showcase - - PowerPoint PPT Presentation

Orange County Public Schools

Customer Service OCPS HR Showcase October 30, 2015

Orange County Public Schools

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Is HR a “Customer Service” Organization?

No!

Jeremy Eskenazi, SPHR, SHRM-SCP, CMC October 6, 2015

Orange County Public Schools

He says HR should be a consultant and this is the difference

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Orange County Public Schools

At OCPS….. Our Human Resources Department takes customer service seriously. On every e-mail tag line it reads…

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Orange County Public Schools

At OCPS….. Customer Service focus is districtwide

This line was added to every job description.

“Responds to internal and external customers in a timely, accurate, courteous and empathetic manner representing OCPS in a positive light.”

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So what do you think? Is HR Customer Service focused in your organization?

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Orange County Public Schools

Maggie’s Video pick

https://www.youtube.com/watch?v=IyxqWL2W Y8Upick

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Orange County Public Schools

Today we will cover: How We Know our Customer Needs

• Service Mapping
• Data Review
• The Dreaded Survey

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Service Mapping – A tool used to look at

• rganizational processes through the lens of the

customer

Orange County Public Schools

Orange County Public Schools

Standard vs. Stellar Service

Orange County Public Schools

Be your Own Customer

• When was the last time you looked on your

website as a first time customer or called your

• wn place of business?
• Applied for a job or attended your own job fair
• Looked for job descriptions, contact

information, etc.

• Clicked on all the links or played the videos

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Data Review

What type of phone calls do we receive? Would adding an Frequently Asked Questions page help? A sign? A revised phone tree? Number of positions posted determines the number of interviews in upcoming weeks which determines the number of PREO seats needed. Anticipate Questions

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And then there is just asking?

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Orange County Public Schools

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Orange County Public Schools

Rules of a Good survey

• 1. Is it Timely?
• 2. Is it Quick?
• 3. Will Anything Happen?
• 4. Take It On the Chin.
• 5. Only Ask Relevant Questions/Stick to the

point.

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Is it Timely?

Just got done with the worse recruitment period ever - or a lay off, hiring freeze, no pay raise announcement, etc. All of these thigs could impact results and sometimes it is a time to shine after something bad happens. When to measure? If you survey the same time annually then comparisons can be made.

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Is it Quick?

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Not good if you see this after completing 2 pages.

Orange County Public Schools

“Each brief survey will take you a few minutes.” “And we’ll send you updates from time to time on how your

• pinions are shaping Ohio State.”

Orange County Public Schools

Orange County Public Schools

“Asking for feedback is great, but

• nly if the information is going to be

used to fix or change something."

Donna Fluss, the president of DMG Consulting, Customer Relationship Management Magazine

Orange County Public Schools

“Your input matters”

Orange County Public Schools

Take It On the Chin.

"Criticism may not be agreeable, but it is

• necessary. It fulfills the same function as pain in

the human body. It calls attention to an unhealthy state of things." Winston Churchill

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Only Ask Relevant Questions/Stick to the Point.

Ask yourself – what can be done with the response on this one. Did you like that we drug tested you today?

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Orange County Public Schools

Covers it all?

We’re keen to make sure we do a great job for you and we’d like you to answer two very quick questions to keep us on track. We’ve been careful to make sure it can be done in less than 30 seconds so we’d be really grateful if you could click on the link below to send us your reply. And please be honest – whether it’s good news or something we can do better, we’d like to know!”

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Orange County Public Schools

Once this is understood clearly, the most important factor is not the response rate, but the fact that you are:

• showing you genuinely care;
• making it very easy for a customer to tell you

what’s on their mind (things which they might not say to your face, or things which you wouldn’t find out unless you asked).

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Your Thoughts?

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We use Survey Monkey

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

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Orange County Public Schools

Changes we made because of survey?

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Increased communication – Newsletter, personalized e-mails, “Who-ya-gonna-call” what contact sheet, Peeking at comments this time….

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So, because we know you have too many surveys we will give you a break

Orange County Public Schools

Thank you for attending our session!

Suzanne Vendena, Senior Director, Compensation Maggie Rassel, Senior Administrator, Talent Acquisition

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Orange County Public Schools

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Orange County Public Schools

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