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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

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.

Who are your customers?

Applicants
Co workers in HR
Other employees
Managers/Directors
Owners
Vendors
Suppliers
Company Customers

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
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

Only 1 Chance

25,000/year

Only 1 Chance

Outstanding Service United Airlines

www.youtube.com/watch?v=mU2rpcAABbA&feature=player_detailpage

United breaks guitars


Social media has changed customer service forever!
www.unitedbreaksguitars.com

http://www.youtube.com/watch?v=5YGc4zOqozo

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

The way it should be

The way it is today

Ritz Carlton Values


I build strong relationships and create RitzCarlton 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.

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

2009
Sold for
$1,200,000,000

1999
Virtually
nothing

Dallas Cab Driver

www.youtube.com/watch?v=YG48U5iPESA

Exceptional Service Messages

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)

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!

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?

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

Appearance

Routine isnt routine for your customer

HR Mission Statement

HR Expectations

Have Fun at Work

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 dont do it The entire team fails
Your customers will always find someone who
can (and will) do it.

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