It Service Mindset - For Website 0

Service Mindset
Facilitated by:
<Facilitator Name(s)>
First Things First
 Start/End Time
 Lunch & Breaks
 Restrooms
 Fire Exits
 Electronics – please mute
2
Class Overview
 Interactive Dialog
 Challenge & Support
 Materials
 ActionPlan – capture your notes on breaks or

in between class sessions
3
T Shaped Professional
 Meet the challenges of
today’s IT environment
₋ Social, Mobile, Analytics,
Cloud – Video (SMAC-V)
₋ Integration & innovation
 Six IT Academy tracks

emphasizing both depth &
breadth
Source: ITAcademy.harvard.edu
4
Page 1
Service Mindset
Maintain a consistent focus on users’ IT service

needs, using Accountability, Collaborative
partnerships, and Empathy to make all of your
engagements with users and partners positive
and supportive.
"The highest of distinctions is service to others.”
Source: ITAcademy.harvard.edu
5
Page 2
Service Mindset Foundations
 Discovermore about your users and their
expectations
 Applythe ACE competencies - Accountability,
Collaborative Partnerships & Empathy – to
ensure user satisfaction
 Recognizeand understand users’ moments of
truth (MOT)
 Plan
ahead for mitigating user impact when
problems occur
6 © Copyright 2015
Page 3
Agenda – Day One
 Introduction
 User Focused Service
₋ Keeping the focus on the Service
Expectations
user
₋ Partnership spiral
₋ Learning about key users Service
Recovery User Service
Communications
 Service Expectations
₋ Service level choices
₋ What is a Service Mindset? Service
Oriented Staff
₋ ACE competencies
₋ Moments of Truth (MOT)
 Wrap up
7 © Copyright 2015
Page 4
Agenda – Day Two
 Introduction
 Service Styles Service
Expectations
 Service Recovery
₋ Handling & working with Service Service
complaints Recovery User
Communications
₋ Proactively plan for service

challenges
Service
 Service Communications Oriented Staff
 Handling Difficult Situations
 Wrap up
₋ Action Planning & Next Steps
8 © Copyright 2015
Page 5
Introduction Activity
 Introductions:
₋ Name, department, service you provide
 Team work:
₋ Each team – share your Best service stories / select 1
₋ Each Team – share your Worst service stories / select 1
 All teams answer:
₋ What does “Service Mindset” mean to you?
Elect Spokesperson to report team results

9A
ll
te © Copyright 2015
Page 6
User-Focused Service
Service
Expectations
Service Service
User Communications
Recovery
Service
Oriented Staff
10 © Copyright 2015
Keeping the User Focus
Service
Expectations
Service User Service

Recovery Communications
Service
Oriented Staff
Page 8
User Focus Tool
 Identify your users
₋ Who are they?
₋ Which users do you spend the majority of your time with?
 Know your users
₋ What do we know about the user?
₋ What don’t we know about this user?
₋ What can change with this user within a year?
₋ What kicks this user out of the center of our focus?
 Learn about your users
₋ What are their short term, intermediate, and long term
goals?
₋ What challenges do they face now?
₋ How do they see technology helping or hindering them?
₋ In what way can IT best serve them?
Page 10
Partnership Spiral
 Who are your users and partners?
Provider/Partner
Provider/Partner
Provider/Partner User?
Provider/Partner
Provider/Partner
Page 12
Partnership Spiral
 Who are your users and partners?
Provider/Partner
Provider/Partner
Provider/Partner
Provider/Partner
Page 12
Service Expectations
Service
Expectations
Service Service
User Communications
Recovery
Service
Oriented Staff
Page 13
What is Excellent Service?
Service Expectations Choices
BASIC ENHANCED PREMIUM
$$$ Low Some Expensive

Time Fast/Quick Medium Long
Involvement Low Moderate Extensive
Options Limited More Unlimited
Page 14
Service Expectations Choices
 Managing user expectations begins with
identifying the service level (B,E,P) to be
provided.
 BasicService is not bad nor is Premium
Service the best.
 Desired goal is a clear agreement between IT
and user on service levels and a consistent
delivery of those service levels by IT.
Page 15
Service Mindset
We take responsibility for our actions,
decisions and deliverables in ensuring
A ccountability
effective IT service results for our
internal and external users.
We identify opportunities and take action to
C ollaborative Partnerships
build strategic relationships among our
teams, departments, units, or organizations
to help achieve local school or unit goals.
We make user impact a primary focus of our

E mpathy
actions; we make every user’s problem our
problem and see all problems through to
satisfactory resolution.
Page 16
Harvard’s ACE Challenge
 Let’s
take a deeper dive now into these three
competencies through deconstructing a
statement that illustrates each one
 Action1: We set high standards of
performance for ourselves and others by self-
imposing standards of excellence rather than
having standards imposed, and measuring
our progress in meeting those standards
ACCOUNTABILITY
Pages 17-18
 Action2: We take adequate time to
assess needs, the situation, and
problems before responding with a
recommendation
COLLABORATIVE
PARTNERSHIPS
Pages 17-18
 Action3: We develop action plans and
follow through on users’ requests to
ensure users always have a positive
experience with the services provided,
no matter where in the service delivery
process we play a role
EMPATHY
Pages 17-18
What examples do you have that
may illustrate each competency
with your service at Harvard?
At your leisure , Individually take
the quiz in the handbook of the
27 Service Mindset actions (9
actions for each competency) to
the three competencies
Pages 17-18
Clarifying & Meeting Expectations Tool
 Identify one user or user group.
 Whatdo your user(s) expect for service based

on the ACE competencies?
 Identify
one specific actions/behaviors that
would exemplify this to your user for each
Competency.
Page 19
Assignment
 Think of a difficult service situation at work –
present or future. Focus on the people and
details of the difficult service interaction.
₋ Describe a situation where there is difficulty in
providing service to a user or group of users, here
at Harvard.
₋ The situation can be present or future
₋ Describe what makes it difficult for you and for the
user.
₋ Who was involved (roles only, no names)?
₋ Sign your name.
Moments of Truth
“Any episode in which the client comes into
contact with any aspect of the organization and
gets an impression of the quality of its service.
It’s the basis of setting and fulfilling client
expectations and ultimately client satisfaction.”
- Jan Carlzon
Page 20
Moments of Truth
 Moments of truth happen through the user’s eyes.
 There can be hundreds of MOTs in a single user experience
 Can be positive or negative / Large or small
 Critical MOTs “make or break” the service experience for the user
 MOTs are defined by each individual user
 MOTs could differ by circumstance
 Organize MOTs by creating a MOT Service Map
Page 20
Moments of Truth Service Map
McDonald’s Service Experience
 List the MOTs chronological from the user’s

experience.
Page 21
MOT Team Assignment
1. Choose one IT service and define a situation &
user
2. Create a MOT service map from the user’s
perspective
3. Circle the 4-5 critical MOTs
4. Select one critical MOT and improve this
service.
Pages 22-23
MOT Summary
 Be empathetic
 See both the big picture and details
 Analyze each MOT for quality
 Fix easy things, improve, delete steps
 Verify with users
Page 24
Day One Wrap up
 Ticket out the door

₋ Your thoughts on the day
 Tomorrow:
₋ Start time and schedule
₋ Bring your action plan notes
IT Service Mindset
Facilitated by:
<Facilitator Name(s)>
Agenda – Day One
 User Focused Service
₋ Keeping the focus on the user
₋ Partnership spiral
Service
Expectations
₋ Learning about key users

Service Service
Recovery User
 Service Expectations
Communications
₋ Service level choices Service

₋ What is a Service Mindset? Oriented Staff
₋ ACE competencies
₋ Moments of Truth (MOT)
Today’s Agenda
 Service Styles Service
Expectations
₋ Handling & working with

Service
complaints Recovery User Service
Communications
₋ Proactively plan for service

challenges Service
Oriented Staff
 ServiceCommunications
 Handling Difficult Situations
 Wrap up
₋ Action Planning & Next Steps
Service Oriented Staff
Service
Expectations
Service Service
User Communications
Recovery
Service
Oriented Staff
Page 25
Styles of Serving the IT User
High
Trusted
Counselor
Relationship-oriented
Advisor
Untapped
Provider
Potential
Low High
Solution-oriented
Pages 26-27
Team Assignment
 For
the Provider, Counselor, Trusted Advisor &
Untapped Potential:
 What are the advantages of this style?

From the User and the Service Delivery “Point of View”
 What are the disadvantages of this style?

From the User and the Service Delivery “Point of View”
 Which service level(s) fits it best?

Basic, Enhanced, or Premium
Service Recovery
Service
Expectations
Service Service
User Communications
Recovery
Service
Oriented Staff
Page 28
The power of one….
 Takes 12 positive interactions to make up for 1
negative interaction
 1 service provider can make or break the overall
service experience
Page 29
Service Recovery
S
A
Do T
It I
S
Right + Feedback Management =
F
The A
First C
Time T
I
O
N
Page 30
Complaint Iceberg
5 % - Complain to management
 45 % - Complain to front line
 50 % - Never complain
Page 31
Handling Complaints
Questions for your service team . . .
 How is your organization handling complaints

now?
 What
improvements can be made to handle
complaints consistently?
 What complaint gathering methods can you

use to be proactive in soliciting feedback?
Page 32
Asking the right questions
Goal: To better understand the user’s experience and
take accountability for our service delivery
To users:
 Ask questions that are focused on what’s
important to the user
 Make it easy for users to answer
To the service team:

 Take time to discuss and clarify user experiences
with each member of the service team.
 What information do you need to understand the
users expectations?
Page 33
Satisfaction Seeking Questions
Survey examples: What are the Right Questions?
Based on user feedback

Based on Moment of Truth Map
• Chronological order
• Critical MOTs
Questions only the user can answer
Simple, convenient, quick
“What’s In It For Me?”
Be prepared to work with the information
Pages 34-36
Service Recovery
User Satisfaction Questions Activity:
1. Select 1 MOT map from the first session.
2. Create a set of User Satisfaction Questions

based on the Critical MOTs.
Page 37
Service Communications
Service
Expectations
Service Service
User Communications
Recovery
Service
Oriented Staff
Page 38
Questions users are always asking
themselves
 What does this mean to me?

₋ How does this help me?
₋ How does this impact me?
Page 39
How to get users’ attention
 Focus on what’s important to them
 Be concise
 Be positive – good news first!
 Link to user feedback & current initiatives
Page 40
Service Mindset Communications
Can Do vs. Can’t Do
 Explain the reasons for the “No” part of the
answer.
₋ Creates clear and transparent accountability for
processes and outcomes
 Offeroptions and alternatives for the “Yes” part
of the answer.
₋ Emphasizes collaborative partnership with user’s area
 Listen to understand
₋ Show empathy by respecting the interests of users &
listen actively to their needs and concerns
Page 42
Ways to Say “No” Better
Round One (Take 30 seconds)
 Create a list of “No” answers that you give to
users.
₋ No, we don’t support that software.
₋ No, there’s not enough time.
₋ No, we don’t have enough resources for both projects.
Round Two (Rotate and take 5 min)

 Replace every “No” with a more user-
focused “No”.
Accountability – Explain the No
Collaborative Partnership - Offer options and alternatives
Empathy – Listen to understand
Page 43
Difficult Situations –
Applying the Service Mindset
 Author
₋ Heads up team and describes the situation/vignette
₋ Summarize team results
 Participants
₋ Select service situation that interests you
 Teams
₋ Refer to page 44 to analyze service situation
List the actions/next steps to move forward
Page 44
Difficult Situation Review
 What are the user’s MOTs?
₋ What is the user expecting right now:
 Accountability Collaborative Partnerships Empathy
 Service Styles:
₋ Counselor
₋ Trusted Advisor
₋ Untapped Potential
₋ Provider
 Used? Wanted/Needed?
 Options now?
₋ Follow up visit
₋ Email communication
₋ MOT Service Map Tool
₋ User Focus Tool
₋ Clarifying & Meeting Expectations Tool
₋ Service Recovery Plan
Page 44
Summary
 User Focus
₋ Know your users well enough to anticipate their
needs.
₋ Share user information in staff meetings.
₋ Stay focused on the Partnership Spiral.
Provider/Partner
Provider/Partner
Provider/Partner
Provider/Partner
Summary
 Managing Service Expectations
₋ Three levels of service – Basic, Enhanced, Premium -
All levels are good, just different.
₋ Service Mindset – Accountability, Collaboration
Partnerships, & Empathy
₋ Moments of Truth
Summary
 Service Oriented Staff
₋ ACE Service Styles – Counselor Counselor
Trusted
Advisor
Trusted Advisor, Provider

₋ Is there Untapped Potential? Why? Untapped
Potential
Provider
What can you do about it?

₋ Recognize that difficult situations will
occur and view the user’s perspective
in addition to your own.
Summary
₋ 12 positive interactions to make up
for 1 negative.
₋ Make it easy for your users to give

you feedback. Ask the right
questions!
₋ Proactively plan for bumps in the

service delivery.
Summary
 Service Communication
₋ Increase user communication
₋ Deliver consistent, informed
communications
₋ Can Do VS. Can’t Do Attitude
Action Plan / Wrap Up
 Questions:
₋ How can you personalize this training?
₋ As a result of this training, what one change will you make

toward improving the service you offer?
₋ What service improvement/change could another internal IT

service team implement to provide better service to you?
₋ What service improvement would you suggest that IT

implement to improve your service to your user areas?
 Wrap up
₋ Link to survey: bit.ly/ITAcademyFeedback
Action Plan Handout Page
Corrections:
 User – Pages 7-12
 Service Expectations I – Pages 13-19
 Service Expectations II – Pages 20-24
 Service Oriented Staff – Pages 25-27
 Service Recovery – Pages 28-37
 Service Communications – Pages 38-43
© Copyright 2015
Thank you!
Please complete your class survey :
bit.ly/ITAcademyFeedback
Claim your Badge:
After completion of this course, you will receive an Service Mindset I badge.
Look out for your email notification from Credly.com with instructions on how to:
Click to the site - Create your account - Claim your badge- Share with friends
Service Mindset Level I
60
© Copyright 2015, by Ouellette & Associates Consulting, Inc. All
rights reserved. No part of this material may be reproduced in
any form or by any means without prior written permission from
Ouellette & Associates Consulting, Inc., 40 South River Rd., #
66, Bedford, New Hampshire, 03110, (603) 623-7373.

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Service Mindset

 Lunch & Breaks

 Electronics – please mute

 Challenge & Support

 ActionPlan – capture your notes on breaks or

₋ Integration & innovation

 Six IT Academy tracks

Maintain a consistent focus on users’ IT service

"The highest of distinctions is service to others.”

₋ Proactively plan for service

 Handling Difficult Situations

Elect Spokesperson to report team results

Service User Service

$$$ Low Some Expensive

We identify opportunities and take action to

We make user impact a primary focus of our

 Identify one user or user group.

 Whatdo your user(s) expect for service based

 There can be hundreds of MOTs in a single user experience

 Can be positive or negative / Large or small

 MOTs are defined by each individual user

 MOTs could differ by circumstance

 Organize MOTs by creating a MOT Service Map

 List the MOTs chronological from the user’s

 See both the big picture and details

 Analyze each MOT for quality

 Fix easy things, improve, delete steps

 Verify with users

 Ticket out the door

₋ Learning about key users

₋ Service level choices Service

₋ Handling & working with

₋ Proactively plan for service

 What are the advantages of this style?

 What are the disadvantages of this style?

 Which service level(s) fits it best?

 45 % - Complain to front line

 How is your organization handling complaints

 What complaint gathering methods can you

To the service team:

Based on user feedback

1. Select 1 MOT map from the first session.

2. Create a set of User Satisfaction Questions

 What does this mean to me?

 Be positive – good news first!

 Link to user feedback & current initiatives

Round Two (Rotate and take 5 min)

Trusted Advisor, Provider

What can you do about it?

₋ Make it easy for your users to give

₋ Proactively plan for bumps in the

₋ As a result of this training, what one change will you make

₋ What service improvement/change could another internal IT

₋ What service improvement would you suggest that IT

Claim your Badge:

Service Mindset Level I

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