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Providing Exceptional Customer Service isnt just for the Customer Service Department HR Needs to Lead the Way! John F. Mantica Vice President of Human Resources 2012 Slide 2 Objectives Define your customers and understand their needs. good exceptionalDiscuss the difference between good customer service and exceptional customer service. Discuss the importance of exceptional customer service as a core value to the organization. How to apply exceptional service in all areas of HR. Slide 3 Who are your customers? Applicants Co workers in HR Other employees Managers/Directors Owners Vendors Suppliers Company Customers Slide 4 Exceptional Service Your #1 Value HR is a service department. We dont manufacture or sell a tangible product. Outstanding service means: Understanding who your customers are and what they need knowingly realize it emotional impact Meeting and exceeding those needs to a point where the customer knowingly realize it and it has an emotional impact on them Taking ownership of any issue Slide 5 Only 1 Chance Only 1 Chance 25,000/year Slide 6 Only 1 Chance Slide 7 Outstanding Service United Airlines www.youtube.com/watch?v=mU2rpcAABbA&feature=player_detailpage Slide 8 United breaks guitars Social media has changed customer service forever! www.unitedbreaksguitars.com http://www.youtube.com/watch?v=5YGc4zOqozo Slide 9 Good Service isnt Exceptional Service Today, First National Bank of the Gulf Coast continues to focus on superior customer service. In six years since the bank opened, it has grown from 16 employees to 180; and theyve grown from $6 million to $330 million. www.youtube.com/watch?v=WZUzLbj-9Ek Slide 10 The way it should be Slide 11 The way it is today Slide 12 Ritz Carlton Values I build strong relationships and create Ritz- Carlton guests for life. I am always responsive to the expressed and unexpressed wishes and needs of our guests. I am empowered to create unique, memorable and personal experiences for our guests. I own and immediately resolve guest problems. Slide 13 Four week orientation New hires offered $4,000 to leave after first week Two weeks of orientation is as a CS Rep $4,000 offer continues through the entire orientation period Slide 14 1999 Virtually nothing 2009 Sold for $1,200,000,000 Slide 15 Dallas Cab Driver www.youtube.com/watch?v=YG48U5iPESA Slide 16 Exceptional Service Messages Slide 17 Exceptional Service in HR Keep office door open whenever you are alone Do not use the Do-Not-Disturb feature on your phone unless you are truly in a meeting Welcome customers by standing up Answer email within 24 hours Smile Shake hands Walk around A LOT (MBWA) Slide 18 HR Leadership Does your staff have the resources to provide exceptional customer service? Do you reward your team for providing exceptional customer service? Is exceptional customer service an expectation of the job? Are YOU role model exceptional service? Exceptional service is contagious! Slide 19 Questions to ask ALL applicants Describe a time when you went the extra mile in a work related situation to help someone else. Why did you assist them? What was the outcome? How do you go about establishing rapport with a customer? What have you done to gain their confidence? Give an example Give an example of a time when you used your skills to address a problem (or challenge) facing a customer? Slide 20 Testing the HR Team Have a friend call in to inquire about a job Have a staff employee stop by to ask questions about health insurance Survey employees about their experience with HR Slide 21 Appearance Slide 22 Routine isnt routine for your customer Slide 23 HR Mission Statement Slide 24 HR Expectations Slide 25 Have Fun at Work Slide 26 Outstanding Service Who are your customers and what are their needs? create an emotional impactHow can you exceed these needs to create an emotional impact? How can you duplicate the United Airlines ad, Naples bank, Ritz-Carlton, or the Dallas cab driver? If YOU dont do it The entire team fails Your customers will always find someone who can (and will) do it. Slide 27 Providing Exceptional Customer Service isnt just for the Customer Service Department HR Needs to Lead the Way! John F. Mantica Vice President of Human Resources John.Mantica@ECIHP.com 239-322-5111 2012