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Customer Support

Customer Support. WorkForce Center. Customer support is a series of actions that help customers successfully access the WFC System services. Man Enters WFC - 1. Click. Where do I get started?. Customer A. Click. Customer B. Customer A Characteristics. Customer A Characteristics

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Customer Support

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  1. Customer Support WorkForce Center Customer support is a series of actions that help customers successfully access the WFC System services.

  2. Man Enters WFC - 1 Click Where do I get started? Customer A Click Customer B

  3. Customer A Characteristics • Customer A • Characteristics • First time customer • High barriers to employment, i.e. low skills or education, criminal record, poor work history, limited transportation or lack of childcare assistance • No resume or inadequate resume • No to low computer skills • English second language • Starting job search process • Starting career planning Back

  4. Customer B Characteristics • Customer B • Characteristics • Returning customer • No to low barriers to employment • Completed resume • Adequate computer skills • Adequate English skills • Immediate to advanced job searching skills • Idea of career path Back

  5. New customers • The level of customer support depends on several factors: • Customer’s stage in the job searching process • Customer A characteristics • Customer B characteristics • Customer’s level of knowledge, skills and abilities • As illustrated in this list, the needs of customers vary. As a result, customers need individualized assistance to effectively assist them with their needs. This is accomplished through characteristics of good customer service and applying the GAT model: greet, assess and take action.

  6. New customers Providing individual assistance is helping a customer reset a password or outline a resume or apply for a job online. What matters is that the customer is able to achieve his or her goals, access information successfully and walk away satisfied with our services. This is accomplished through various interactions and tools as we will see in the Customer Support Manual.

  7. Master Binder Assisting the Customer The four areas we’ll cover are: assisting the customer, job aids, Resource Area services and referring programs. Job Aids Resource Area Services Referring Programs

  8. Assisting The Customer Assisting The Customer What two actions can you do to ensure that the customer is satisfied with services? • Assisting the Customer • Customer service Protocol • Self-service Options Job Aids 1 Resource Area Services Click Click GAT Model 2 Referring Programs Click Click

  9. Customer Service - 1 “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.“ Tuban et al (2002) http://customerservicetrainingcenter.com/customer_service_articles_Customer-Service-Defined.htm 1. Listening 2. Being Courteous 3. Being Helpful 4. Taking Extra Steps Provide Outstanding Customer Service Can you describe how a customer feels through either experience? Unable to access information successfully? Able to access information successfully? Click Able to access information successfully? Back

  10. Dissatisfied Customer • The customer feels… • Frustration and anger • Insecure and hindered • A sense that nobody cares • Inability to accomplish goals and objectives • More likely to complain • Dissatisfied with service Unable to access information successfully Back

  11. Satisfied Customer Able to access information successfully • The customer feels… • Thankful and confidence • Secure and able to move forward • A sense that somebody cares • Ability to accomplish goals and objectives • Less likely to complain • Satisfied with services Back

  12. GATA Model Illustration Apply The GAT Model • Greet • Assess Needs • Take Action ASSESS TAKE ACTION GREET Back

  13. GAT Model and Self-Service Options • Customer Service Protocol: • The GAT model • Greet • Welcome customer • Introduce yourself • Assess • Ask how you can help • Determine customer’s needs • Take Action • Restate the customer’s needs • Direct, refer, assist Self-service Options Job Aids Self-service options are convenient for customers who are computer savvy and have the ability figure out online applications. What about those who lack these skills? How would you help that customer with these self-service options? Resource Area Services Providing individual assistance and knowing how to meet the individual needs of a customer. Referring Programs What Matters What customer is more likely to struggle with self-service options? Ensuring that the needs of the customers are meet. What matters Click

  14. Customer Assistance Diagram Most likely to struggle with self-service options and needs some type of assistance Customer A Self-service options Job Aid Staff Assistance Less likely to struggle with self-service options and needs minimum to no assistance Customer B Back

  15. Job Aids Capturing and presenting all the WFC System services can be overwhelming, especially if staff are busy. Job aids are tools to help facilitate that process. We’ll use the WorkForce Center Guide as a job aid that contains the main information that can be used to help the customer navigate the WFC. • Job Aids • WorkForce Center Guide Job Aids Resource Area Services Referring Programs

  16. Job Aid – WFC Guide • The WorkForce Center Guide includes information on • Reception, Resource Area and Programs • Making the Most of Your Visit • Tools and Tips • Programs and Services • Objectives, Goals and Planning Resource Area Services Referring Programs

  17. Reception, Resource and Programs The Reception, Resource Area and Programs page illustrates available services and programs through a check off list. Resource Area Services Referring Programs

  18. Making the Most of Your Visit The Making the Most of Your Visit page illustrates a sequence of steps the customer follows to access information successfully. Resource Area Services Referring Programs n

  19. Program Information The Programs and Services pages provide a brief description of each program. Resource Area Services Referring Programs

  20. The Objectives, Goals and Planning page illustrates how to start the planning process by identifying goals, challenges, solutions, resources and contacts. Objectives, Goals and Planning The Objectives, Goals and Planning page is designed to help the customer get organized, identify goals and challenges, and start the planning phrase. The Objectives, Goals and Planning page illustrates how to start the planning process by identifying goals, challenges, solutionsand resources. Resource Area Services Resource Area Referring Programs Program Information

  21. Resource Area Services While reviewing the list of Resource Area services, imagine Customer A having some difficulty accessing those services. Let’s identify the type of assistance customers may need to access each service. Resource Area • Resource Area • Review of Services Resource Area Services • Staff Assistance • Office Equipment • Computer – Internet • Printed Materials • Job Searching and Career Planning Information • Workshops Referring Programs

  22. Referring Program Information Knowing basic program information demonstrates competence when asked basic questions about them. More importantly is the ability to refer and provide information effectively. ag The WFC System is made up of federal and state funded programs such as the Dislocated Workers Program, the Minnesota Family Investment Program and the Workforce Investment Act. These programs are run by both state and local partners and co-located in WFCs or housed independently. Services and eligibility requirements for each program vary. • Program Information • Referring programs Referring Programs

  23. Referring Customers “Michael, you may be eligible to receive some type of employment or training assistance from one of the WFC programs. Take a look at the list of programs and contact the ones you may be eligible for. • Referring programs • Inform the customer of the WFC programs • Provide a list of the programs • Explain that the eligibility • requirements and services are • different for each program Remember: Not all customers are familiar with all the programs. “I need help finding a job or paying for training classes.” Knowing how to effectively refer customers to program information. What Matters

  24. Recap The Customer Support manual illustrated how to effectively assist customers through the GAT model and individualized assistance. Tools such as the WFC Guide helps the customer navigate and access services. What matters is that the customer is able to achieve his or her goals, access information successfully and walk away satisfied with our services.

  25. The End This Completes Training for Module 3, Unit 1

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