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 ©
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?
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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 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
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 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.
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 isn’t 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 don’t do it – The entire team fails
• Your “customers” will always find someone who
can (and will) do it.
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
John.Mantica@ECIHP.com
239-322-5111
2012 ©