1. John F. Mantica Vice President of Human Resources
Providing Exceptional Customer Service isn’t just for the Customer Service Department HR Needs to Lead the Way!
I love HR
Story of nurses aide turned to RN
Research this topic while working on core values for organization; Zappos, Ritz Carlton, etc
Did presentation for all employees in Fort Myers in September 2011 and all managers in late 2011.
John F. Mantica
Vice President of Human Resources
2012 ©

2. Objectives Define your customers and understand their needs.
Discuss 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.

3. Who are your customers? Applicants Co workers in HR Other employees
Managers/Directors
Owners
Vendors
Suppliers
Company Customers

4. Exceptional Service – Your #1 Value
HR is a service department. We don’t manufacture or sell a tangible product.
Outstanding service means:
Understanding who your customers are and what they need
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

5. Only 1 Chance
25,000/year

6. Only 1 Chance

7. Outstanding Service – United Airlines

8. United breaks guitars
Social media has changed customer service forever!

9. Good Service isn’t 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 they’ve grown from $6 million to $330 million.

10. The way it should be…

11. The way it is today…

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.

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

14. 2009
Sold for $1,200,000,000
1999 Virtually nothing

15. Dallas Cab Driver

16. Exceptional Service Messages

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 within 24 hours
Smile
Shake hands
Walk around – A LOT (MBWA)

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!

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?

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

21. Appearance

22. Routine isn’t routine for your customer

23. HR Mission Statement

24. HR Expectations

25. Have Fun at Work

26. Outstanding Service Who are your customers and what are their needs?
How 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 don’t do it – The entire team fails
Your “customers” will always find someone who can (and will) do it.

27. Vice President of Human Resources
Providing Exceptional Customer Service isn’t just for the Customer Service Department HR Needs to Lead the Way!
John F. Mantica
Vice President of Human Resources
2012 ©