Customer Service
Penn Treaty Closing Ceremony
For our final session of Philly311 YEP at Penn Treaty EducationWorks after school program, we had the Philadelphia Youth Commission hold a workshop for the students. The Executive Director of the Youth Commission Joy Soto, and the Program Coordinator Ricardo Calderon explained what they do, how the commission got started, and why it is important.
The Philadelphia Youth Commission is a platform for young Philadelphians to come meet with local leaders and express their opinions and concerns about issues that affect the youth in our city. The Youth Commission hosts meetings that are entirely youth lead. The youth commissioners set the agenda and run the meeting, the commission is only there to support them. They also work with their City Council Representative to make sure that their concerns, and the concerns of their peers, are being acknowledged and addressed. The Youth Commission is very important because it empowers youth to have an active role in their local government.
The Philadelphia Youth Commission is a tremendous partner to the Philly311 YEP program. They come to every session to help facilitate presentations throughout the five week program. They work with us consistently throughout the program to build meaningful relationships with our participants. These circumstances allow for the Commission to present a powerful “end of the season” closing workshop.
During their presentation, after they talk about the Commission and how the students can get involved with the Youth Commission, they revisit the topics that we learned about throughout the program. They reaffirm that this program is designed to help these students learn how to use their voice and make positive change in their neighborhoods; bringing all of the presentations themes together to support one common theme of youth empowerment and civic engagement.
To close this round of Philly311 YEP, the Youth Commission broke all the students up into three groups to do a mock-presentation to City Council about issues of their choosing.
Group one talked about the appearance of the community and how graffiti and trash bring down the quality of life and the community pride. The solution they offered was that instead of walking past the trash and going home, we pick up the trash on our block, and we report graffiti to 311.
Another group talked about how many young people face difficulties at home, with the health and well being that affect confidence and academic performance. They offered more programming outside of school as a solution: more programs like Philly311 YEP and EducationWorks after school programs.
The last group talked about violence and how it is really troubling to see young people caught up in violent crimes, and how there are too many guns on the streets and they do not feel safe. We did not get to solutions for this during their allotted presentation times, but in group discussion talked about how improved community/police relations, after school programming, and out-of-school time enrichment programs and activities could greatly reduce youth involvement in crime.
This session was very meaningful because the children got to see first-hand what it was like to present to others about their opinions and ideas. It was also really refreshing, because the children were not just identifying what was wrong with their communities, but also talking about solutions and ways we can fix the problems they see every day.
This program is designed to foster meaningful relationships with these students. By coming in and working with these students each week, we start to get to know them and what their goals are for community service. “How do you want to have an impact on your community?” is one of the first questions we ask them. “What do you want to learn about in this program?” we say. They tell us, and we adjust our programming to fit their needs. This is the definition of responsive government. We are working to be more available and to ensure that the information we are giving them and the resources we are connecting them with is both interesting and accessible for the students.
After five weeks, we again come to a close with this site, and just as it was over the summer at Harding Middle School, the closing session is bittersweet. We get feedback from the students and realize that many of them got something out of this program. We are looking into a continuation of our partnership at Penn Treaty with EducationWorks. Currently, we are planning a spring series with the same students, to help solidify some of the key concepts we have been talking about, while introducing new and more advanced topics. We want to continue building relationships and supporting our young people anyway that we can. YEP has been a wonderful success so far. With each site we continue to grow and adapt our program to meet the needs of our participants and we learn so much along the way.
Also, as part of the closing, the Youth Poet Laureate David Jones performed a beautiful piece about loving yourself that was entitled “Through the Fire” and will be available on the Philly311 Youth Engagement facebook page if you would like to watch it. He was very inspirational. I think having a student their age come talk about how he is participating in local government, and using his talent/passion to reach and teach others was very impressive for the YEP participants to experience.
We are forever grateful to all of the amazing presenters we had throughout this series: Mural Arts Program, PhillyRising Collaborative, Philadelphia Urban Creators, Philadelphia Youth Commission, Creative PHL for connecting us with the Youth Poet Laureate, and of course EducationWorks for being our host for a second time and such a fantastic and supportive partner throughout this process. Thank you all, from the entire Philly311 team, for your support and for all of your efforts to make a better way for our children.
Please check back for more updates. We have officially kicked-off our MLK Recreation Center series which will be our largest group yet! We cannot wait to see how this series comes together and how these kids respond and interact with our program. It is both exciting and incredibly gratifying to see the rate at which this program is growing and the communities eagerness to get involved in what we are trying to accomplish through this program. Keep up with us on social media for photos and live updates from the program.
If you have any questions, comments, or concerns about the Philly311 YEP, please reach out to Gabriela.Raczka@phila.gov.
Philly Rising Workshop Teaches Students to Shine at the Philly311 Youth Engagement Program
Philly Rising Youth Engagement Coordinator Alex Peay has a booming voice and immediately commands the room. Our session on Thursday, October 29th was smaller than other weeks due to an AVID awards ceremony that many of our participants were attending at the same time. But, the group we had was focused and very interested in the presentation and the activity that Alex had organized.
Alex opened by explaining what Philly Rising does and how it can help communities affect change. Then he began an ice breaker – the students had to line up in order of birth date without talking. This activity demonstrated how some people naturally want to lead the effort. He talked about leadership and how some students were inclined to take on a more active role trying to direct the group while others seemed to instinctively follow instructions.
After the ice breaker, Alex moved on to his presentation. He spoke to the children about self-branding and how even at their ages (11-18) people are already fitting them into an archetype. The way teachers deem you the class clown or neighbors know you to play music loudly at night for example. He explained that branding plays a significant role in the way that others view you, and what opportunities are available to you. We talked about celebrities, like Mike Vic, who had an extremely successful career until something completely unrelated to football, dog fighting, ruined his reputation and caused him to lose all of his contracts. He gave several other examples. He told the students that it is possible to change your brand, but it is important that you are consistent if you want people to know and respect your brand.
We also talked about the importance of networking. Alex defined networking for the students and he explained that everyone who comes through this program to talk to them can become part of their network. He then gave out his business cards and shared some of the nuances of networking, such as reaching out to people regularly to check in, not just when you need something. Alex used Michael Jordan as an example: “How many of you know who Michael Jordan is? Could you call him for a favor?” Alex asks. “Many people say, ‘It is not what you know, it’s who you know.’ I say, ‘It’s not who you know, but who knows you. Build your brand so people know you and think of you when opportunities arise.”
We closed the session with another exercise. The kids used pieces of paper as rocks and had to get everyone across the river (classroom floor) without touching the water/floor. It took several tries but in the end, the students realized that they had to plan ahead and work together to get everyone across the “river” and successfully complete the activity. It was really interesting to see them work through the process and assess through trial and error the best way to get across the river together.
It was really great to see how engaged the students were with Alex’s presentation. He caught their attention and talked about some important concepts in a way the youth could relate and understand.
The overall goal of the Philly311 Youth Engagement Program is to teach young people about local government and empower them to make a positive change in their community. By teaching them about leadership, branding, and networking we can empower them to take responsibility for themselves, and their neighborhood. Another major factor of our program is that we are humanizing government. Instead of government being some mysterious entity, we are showing students that government is run by people who are just like you. I think that by putting faces like Alex Peay and Joy Soto of the Youth Commission to City government we are really changing the way these students think about government. Hopefully, by meeting these different government employees and getting to know us, the students will be encouraged to work with local government and help make Philadelphia better for all of us.
Mural Arts Program and Philly311 Bring Civic Engagement and Art Together for a Powerful Session of YEP
Last week, the Philly311 Youth Engagement Program hosted an amazing presentation at the Education Works after school program at Penn Treaty, facilitated by the Mural Arts Program.
Teaching Artist Henry Lee came to the program and talked to the kids about recognizing and practicing their talents. Henry spoke about the Gift Showcase where artists with all different talents come together to collaborate and perform their talents. He explained that, for him, being a part of the Mural Arts Youth Program was life changing and he encouraged the students to consider joining the program.
After we all shared what we are passionate about and good at, we created a collage. Everyone drew a picture and then we ripped up the pictures and pasted them back together. Taking our individual artwork and then combining them to create something even greater than our own works of art.
The point of this arts and crafts project was to show that we can create something beautiful separately, but sometimes, by combining our skills, we can produce something bigger, better, and more beautiful than we imagined. The project was a lovely metaphor for community building and civic participation.
This session really got the kids attention. Everyone participated and seemed to really enjoy this presentation and art project. It was particularly special because we got to share our interests, get to know one another, and make something together.
We have arranged for presenters to speak on the topics the students expressed interest in during the first few sessions because we want to be responsive and relevant when working with these young people. Our goal is to engage the students in programs that foster civic participation and introduce the students to opportunities to be active and engaged in their government and their communities.
I love to see how this program continues to grow, evolve, take root with each session. Working with different partners and schools allows us to see how the program changes based on the context. So far, the program has been a great success and we cannot wait to see how this program will continue to develop as we host more sessions at this site and others.
As always, we must thank our terrific partners Education Works. We also want to say a special thank you to the Mural Arts Program, for all they do to make Philadelphia more beautiful every day and for presenting this tremendous session for YEP. We look forward to today’s presentation with the Philly Rising Collaborative on Thursday, October 29th.
Stay tuned for more updates. Like us on Facebook and follow us on twitter for more updates about the Philly311 Youth Engagement Program. If you would like to participate or have any questions about the program, contact Gabriela Raczka at Gabriela.raczka@phila.gov.
Philly311 Youth Engagement Program at Penn Treaty: challenges, lessons, and next steps
The Philly311 team, accompanied by the leaders of the Philadelphia Youth Commission, arrive at Penn Treaty School at 3:30 on Thursday, October 15th. The children have just gotten out of a full school day and are just getting settled into the afterschool program. We get to the classrooms where the Education Works afterschool program is held and the kids are participating in free time activities. Students have access to the four school computers in the back of one classroom, some are socializing, some have books or notebooks out, and the high school students are playing a heated game of Clue in the middle of another classroom.
We bring all the students together for our presentation. Everyone introduces themselves and we pass out our survey to determine what the students know about city government and what they want to get out of the program. Only one student had heard of Philly311 before today. I ask the group what they know about City government and in response we get blank stares.
Danny launches into his presentation. To open the conversation he plays a short video about his background and his role at Philly311. He explains that he is from this area and knows about being from a place that feels beat down and broken. He understands it can be hard to see a way out from that environment. He reminds the students they can be whatever they want to be in life and never to let anyone tell them differently.
After his introduction, Danny tells the students what kind of issues you can report through 311 – “quality of life” issues, and what “quality of life” means. We talk about how the government works for the citizens and it’s our responsibility to tell government what we need it to do. We explain that in this program, they will learn how to communicate with their government.
One interesting exchange happened when we mention that the City can remove graffiti. One student raises his hand and says, “I think graffiti is artistic and I like it.” Danny explains graffiti is often artistic and can be a nice addition to a community if it is done with permission. When the artist defaces someone else’s property it becomes a crime and hurts the community. We mention that the Mural Arts presentation next week will talk about this in more detail. The child seemed intrigued and allowed us to continue.
At this point, we have already covered a lot of information in only a half an hour. We talked about what City government does, why it is important to participate in local government, we explained what you can report, and Danny talked about how you report issues on the mobile application.
Next it was time to go outside and use the mobile app. We got the children out of their chairs and walking around the community. The students point out things they think the City should fix and send those requests from their smartphones to the appropriate city department with the click of a button.
Watching the children learn how they can communicate with their government to have a positive impact on their communities gives me a sense of satisfaction. I can see them learning and participating. We also talk along the way about the student’s neighborhoods. Penn Treaty School was a receiving school for many other schools that were shut down. A lot of the students are from North Philadelphia. While they actively participate in the walk-through, listen to our instructions and diligently report issues, I can tell that because this is not their community, they are only half-heartedly invested in this process.
Joseph Brand, site coordinator for the after school program, had told our program manager at a site visit earlier that week, “These kids aren’t from here.” He had said it several times during this meeting. He also spoke about how amazing it would be if we could tie it back to their community – where they live. Taking the values of this program back to the communities these kids live in would be extraordinarily powerful because it would resonate with them more and hopefully make them feel invested in the process and the purpose. Additionally, the neighborhood around Penn Treaty School had very few quality of life concerns. This area was clearly well cared for and the residents here presumably knew how to connect with their government if needed. The poorer communities that most of these students live in is where these services and resources are most needed.
The goal of this program is to provide a lesson in citizen responsibility and civic engagement, to teach them to use their voice in City government. But first you have to reach them. That is what this Youth Engagement Program is all about – connecting with and educating young people about local government and being involved in your community.
We closed the session by talking about the walkthrough. Many of them remember exactly what issues you can report. I was very impressed with how many City services the students were able to list from the walk through. We tell the students about some of the different groups that will come to present to them over the next few weeks. Then, we say our goodbyes and being to prepare for next week.
I think next week’s session with the Mural Arts Program will be able to address ideas about place, home, and a sense of community that will help the students understand how this program fits into their lives. Our goal is to achieve Joe Brand’s vision of bringing the substance of our program into the student’s neighborhoods. I am also looking forward to the students working on art projects that express how they feel about their communities, and how the children can help their communities. In the first session, we walked around this place (Penn Treaty School). In the second session, we want the students to tell us about the place they live and to imagine what these places could be with a little extra love and care.
National Customer Service Week: Day Two
A brief recap from yesterday’s great presentation from the General Manager at The Ritz-Carlton Philadelphia, Darryll Adams:
There were a lot of takeaways from Adams’ presentation, but perhaps the most valuable element he brought was opening up the floor for questions and comments. For City workers, having an opportunity to ask a question to an expert outside of the public sector is incredibly valuable. Granted, not everything relates between the two, but the fundamental principles of customer service are universal. Adams pointed out that his employees—no matter if they are on or off the clock—are instilled with a customer-centered attitude. Even when we are not at work our friends, family, and neighbors know that we are city employees, therefore, our actions and attitude should reflect that in our day-to-day lives.
For many departments, customer service is not the highest priority, and that’s why workshops like Darryll’s are important; they are geared towards training and development of the every day heroes. These City employees came out to discuss the importance of quality customer service because they believe in their calling. Getting employees invested in your mission is directly connected to your efficiency. In a cyclical way, when your employees are invested and believe in what they are doing they provide better services and the customer satisfaction rate increases dramatically.
In the private sector, companies compete for customers. The choice of service provider helps keep companies working to improve their services. The customers of the City have their families here. People who choose to work for local government have decided to participate in the civic responsibilities of this city. That is an admirable commitment. Our motivations in the public sector are driven, not by competition, but by the desire to help build a better city for all of us. We want our customers to keep coming back to Philadelphia. As a place to live, start a new business, or to visit and enjoy.
National Customer Service Week: Day One
Today I asked a group of city workers, “why treat citizens like customers?” The answers were on the right track, but my question drove at a larger philosophy. I’ve spoken before about translating private sector practices to the public sector, but today it’s no longer a question about translating practices. Being customer facing, friendly, or centered is no longer a matter of adaptation but one that should be built into your company or organization’s vision. We treat citizens like customers because they are customers. Our citizens, often unknowing, are giving us feedback about their customer experience and shaping our interactions with them.
This is just one of the topics we touched on during my lecture today for national customer service week. As the week continues Philly311 will invite customer service experts to speak about best practices and how they are making their mark in customer service. Our communications unit has organized a series of workshops and lectures featuring Darryll Adams, General Manager at The Ritz-Carlton Philadelphia, Stacey Mosley, Data Services Manager for the Office of Innovation and Technology, Layla El Tannir, Manager of Social Interactions, and Sarah Levitsky, Marketing & Special Events Manager, for Reading Terminal Market.
We look forward to hearing from all of the speaks.
Do you have any plans for customer service week? Share your plans with us!
Customer Service Versus Customer Experience: What’s The Difference…And Why It Matters
Reblog article: September 24, 2015 by Bruce Jones, Programming Director, Disney Institute
In case you’ve missed it, the term “customer experience” is everywhere in business these days. In fact, some experts have declared that focusing on the customer experience has become the single most important factor for an organization to achieve business success—creating a significant point of differentiation and competitive advantage.
But, what exactly is customer experience? How does it differ from customer service? And, how focused or concerned should your business or organization be about it? These are all great questions we hear from participants in our professional development training courses, so we thought this was a great opportunity to dive a little deeper.
First, let’s start by defining customer experience. According to Harvard Business Review, it can be defined as “the sum of all interactions a customer has with a company.” This can include everything from a customers initial awareness or discovery of a company, product or service, through the purchase and use of that’s company’s products or services. Together, these all add up to the critical moments—what we call touchpoints—that create an organization’s overall customer experience.
Then, to better understand what customer experience is (and isn’t)…consider this story about a car dealership we worked with several years ago. Although sales were solid, management was concerned that their customers and employees were not happy. So, we worked with their team to help them intentionally create, design, and implement an experience that would exceed customer expectations at every key touchpoint. By helping them think differently about aligning the entire organization – the employees, the processes, and the physical plant itself – around the customer experience, the results were dramatic, increasing sales by 26 percent over the past few years.
The key learning, we have found, is that “customer service” is too often thought of as a specific department, rather than as a core value and strategic imperative, owned by the entire organization. Consider that the traditionally defined “service department” could soon be obsolete, because there are so many interactions consumers have with your business before, during, and after any one specific touchpoint.
“Customer experience”, on the other hand, encompasses every aspect of a company’s offerings—from the quality of its customer care to its reputation management, marketing, packaging, product and service features, ease of use, reliability and beyond. As we like to say at Disney, while no one “owns the Guest,” someone, in every case, “owns the moment.”
Today, this distinction is more important than ever, especially if organizations want to continue to differentiate themselves from their competition. Customer experience must be understood and approached holistically, with those responsible for each area of a company’s offerings giving intentional thought and focus on how their decisions will shape and impact the overall customer experience.
So, there you have it. Customer experience goes beyond customer service alone, and is far more than any single leader, employee, or department. It’s about truly understanding your customer as segments and as individuals, architecting a plan for delivering exceptional experiences, and then empowering employees to deliver it across all touchpoints. And, it’s about developing leaders to reinforce the beliefs and behaviors that support exceptional customer experience.
Bottom line, if your organization wants to advance its customer experience, you must make it a strategic business priority.
Hierarchy of Social Media Marketing
The most important part of using social media for your business is starting with a strategy that drives the content.
Sourced through Scoop.it from fluxedigitalmarketing.com
See on Scoop.it – Customer Experience Excellence Best Practices
Will Yelp Help the Citizen Experience?
Sourced through Scoop.it from www.linkedin.com
See on Scoop.it – Customer Experience Excellence Best Practices