2Objectives 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.
3Who are your customers? Applicants Co workers in HR Other employees Managers/DirectorsOwnersVendorsSuppliersCompany Customers
4Exceptional 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 needMeeting and exceeding those needs to a point where the customer knowingly realize it and it has an emotional impact on themTaking ownership of any issue
8United breaks guitarsSocial media has changed customer service forever!
9Good 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.
12Ritz Carlton ValuesI 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.
13Four week orientationNew hires offered $4,000 to leave after first weekTwo weeks of orientation is as a CS Rep$4,000 offer continues through the entire orientation period
142009Sold for $1,200,000,0001999 Virtually nothing
17Exceptional Service in HR Keep office door open whenever you are aloneDo not use the “Do-Not-Disturb” feature on your phone unless you are truly in a meetingWelcome “customers” by standing upAnswer within 24 hoursSmileShake handsWalk around – A LOT (MBWA)
18HR LeadershipDoes 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!
19Questions 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 exampleGive an example of a time when you used your skills to address a problem (or challenge) facing a customer?
20Testing the HR Team Have a friend call in to inquire about a job Have a staff employee stop by to ask questions about health insuranceSurvey employees about their experience with HR
26Outstanding 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 failsYour “customers” will always find someone who can (and will) do it.