OneHB
Customer Service
Excellence Initiative
May 2, 2023
Goal: A value-driven customer service culture throughout the City of Huntington Beach that permeates every aspect of City operations and every touch point the City has with its residents, businesses, and community members.
OneHB
Customer Service Excellence Initiative
Develop and
Implement a
12-month
action plan for
continuous
improvement
Customer
Service
Seminar for
the HB
Business
Community
and Public
Customer
Service Study
Session for
City Council
and
Leadership
Team Training
Customer
Service
Training for
All City
Employees
Comprehensive
Assessment
(Community
meetings,
stakeholder
interviews, mystery
shops, online
survey, etc.)
Delivering a World
-
Class
Customer Experience
Presented for the
City of Huntington Beach
by Dennis Snow
Look At Everything
Through the Lens of
the Customer
1 Service Mapping
Ride bus
to hotel
Enter
lobby
Ride
elevator
Ride
elevator
Walk to
room
Enter
room
2 Pay Attention to
the Details:
Everything Speaks
“
Attitudinal
”
Everything Speaks
Everything Speaks
Everything Speaks
Distracter
Everything Speaks
Commitment
Create
Moments of Wow3
Lens of the
Customer
Moments of
Wow
Everything
Speaks
1 2 3
Leading a Culture of
Service Excellence
Presented for the
City of Huntington Beach
by Dennis Snow
“Inculturate”
service excellence
Use the language
1 Use the tools
2 Service Improvement Tools
Train & Communicate
Relentlessly3
Hire the Right People4
Interviewing and Selection
Hold EVERYONE
accountable for service
excellence
5 Never let the
coaching
moment go.
Never let the
recognition
moment go.
Walk-the-talk of
service excellence6
Use the Language Use the Tools Train and Communicate
Relentlessly
Hire the Right People Hold EVERYONE
Accountable
Walk the Talk
1 2 3
4 5 6
Leading a Culture of
Service Excellence
Presented for the
City of Huntington Beach
by Dennis Snow