�Exceptional Customer Service: Enhancing the Customer Experience”

GSETA 36th Annual Workforce Development Conference October 3 & 4, 2018

John W. AraminiAramini Management

www.araminimanagement.comjohn@araminimanagement.com

201-848-9033

Agenda & Outcomes

• Who is the Customer?• Describe exceptional customer service• Service standards: move beyond the

expected• Core customer service beliefs• Solidifying staff ownership and personal

accountability for exceptional service• Leave with concepts and exercises as a

framework to generate discussion and potential improvement actions

WIOA Performance Measure: “Effectiveness Servicing Employers”

• Retention with the Same Employer: ü Program’s efforts to provide employers with skilled workers.ü Participants who exits and are employed by the same employer in the

2nd &4th quarter after exit.• Repeat Business Customers:

ü Program’s efforts to provide quality engagement and services to employers and sectors and establish productive relationships with employers and sectors over extended periods of time.

ü Tracks the percentage of employers who receive services that use core program services more than once.

• Employer Penetration Rate: ü Program’s efforts to provide quality engagement and services to all

employers and sectors within a State and local economy. ü Tracks the percentage of employers using core programs out of all

employers represented in an area or State served by the public workforce system.

Performance Measures Implications • May require a reinvention & restructuring for

American Job Centers• AJCs to institute new business processes & practices

i.e. CRM, Business Intel, Sales Planning & Targeting• Think more like a business• Changes in staffing skill requirements • Staff skill development & competence in business

development, employer engagement and customer service contributes to achieving measures

• Co-worker internal customer relationships are equally important as communications and services with stakeholder groups

Core Customer Service Beliefs• Exceptional customer service is personal choice and

ownership• Customer service is a way of behaving for the entire

organization • Meeting internal customer needs improves overall

customer service• Customer service is not just a training program • A core value of an organization – not just a

department• The customer is your ultimate employer• Listen to your customers: cherish the complainers

Who is the Customer?

• External Customers - those outside the organization you provide a product or service

• Internal Customers – those inside the organization you provide a product or service.

• We all take turns being a �Service Provider� and �Customer�

The American Job Center Customer

• Client population: Adults, Dislocated Workers, & Youth

• Likely candidate for a job and/or training • Employers: Businesses & Organizations• Likely employer with staffing needs & demand

occupations with jobs to fill

What is Customer Service?

• “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Wikipedia

• Customers are expecting what they requested

Exceptional Customer Service

Delighting the customer with the unexpected…consistently!

Exceptional Service Standards: Customers Have the Right to Expect that:

• They are listened to • Their problem/situation is important / taken seriously• They are unique• They are acknowledged• They are respected• They receive competent service• They receive quick resolution and ease of service• Their problem is resolved the 1st time• They receive correct information / directions• Their time is limited and valued

Customer Centric Behavior:Providing the Unexpected

• We are positive and approachable - Smile and make eye contact

• We offer assistance – Don�t wait to be asked – Be �proactive�

• We stop what we are doing when a customer is near – Have customer �radar�

• We are aware of our personal image/body language/voice tone/impression to customer – Project a professional image

• We are an advocate /resource for help: �One Stop�• We are solution & action oriented• We anticipate information they may need • We answer questions that they may not ask• We walk them to a destination when possible

Ritz-Carlton Service Values:�I am proud to be Ritz-Carlton�

Sample value statements:• �I build strong relationships and create Ritz-

Carlton guests for life.�• �I am always responsive to expressed and

unexpressed wishes and needs of our guests.�• �I own and immediately resolve guest problems.�• �I am proud of my professional appearance,

language and behavior.�• �I create a work environment of teamwork and

lateral service so that the needs of our guests and each other are met.�

Customer Service LadderSatisfied Very Satisfied Loyal

lMay tell someone if asked

lTells a few people lTells everyone about you

lIf asked may refer

lRefers a few people

lRefers everyone proactively

lIf convenient may buy – shop anywhere

lSometimes returns

lAlways returns to buy

Jeffrey Gitomer –CS Ladder

Personal Action Plan1. List 2 items from the training session that you do well in

providing exceptional customer service.2. Indicate 2 changes you will personally make to be more effective

with customers.3. List 2 items from the training session that you will use to help

build a customer driven department and organization.4. How will people around you notice the improvement?5. Is there anyone that you will need to assist you with your

customer service improvements?6. What do you see as the improvement benefits?7. List 1 example of how you plan to go beyond the unexpected .8. Ask a customer: would they recommend your organization?

Anything memorable when dealing with you.