Customer Support Customer support is a series of actions that
help customers successfully access the WFC System services.
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Man Enters WFC - 1 Customer B Customer A Where do I get
started?
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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
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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
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New customers The level of customer support depends on several
factors: Customers stage in the job searching process Customer A
characteristics Customer B characteristics Customers 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.
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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.
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Master Binder The four areas well cover are: assisting the
customer, job aids, Resource Area services and referring
programs.
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Assisting The Customer Click Referring Programs Resource Area
Services Job Aids What two actions can you do to ensure that the
customer is satisfied with services? GAT Model Assisting the
Customer Customer service Protocol Self-service Options Assisting
The Customer 1 2 Click
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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_serv
ice_articles_Customer-Service-Defined.htm
http://customerservicetrainingcenter.com/customer_serv
ice_articles_Customer-Service-Defined.htm Able to access
information successfully? 1. Listening 2. Being Courteous 3. Being
Helpful 4. Taking Extra Steps Can you describe how a customer feels
through either experience? Unable to access information
successfully? Click Provide Outstanding Customer Service Able to
access information successfully? Back
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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 Back Unable to access information
successfully
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Satisfied Customer 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 Able to access information
successfully
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GATA Model Illustration GREET TAKE ACTION Back Apply The GAT
Model Greet Assess Needs Take Action ASSESS
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GAT Model and Self-Service Options Ensuring that the needs of
the customers are meet. Referring Programs Resource Area Services
Job Aids Customer Service Protocol: The GAT model 1.Greet Welcome
customer Introduce yourself 2.Assess Ask how you can help Determine
customers needs 3.Take Action Restate the customers needs Direct,
refer, assist Self-service Options What customer is more likely to
struggle with self-service options? Click 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? Providing individual assistance and knowing
how to meet the individual needs of a customer.
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Customer Assistance Diagram Staff Assistance Customer A
Customer B Job Aid Self- service options Most likely to struggle
with self-service options and needs some type of assistance Less
likely to struggle with self-service options and needs minimum to
no assistance Back
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Job Aids Referring Programs Resource Area Services Job Aids
WorkForce Center Guide 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. Well 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.
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Job Aid WFC Guide Referring Programs Resource Area Services 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
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Reception, Resource and Programs Referring Programs Resource
Area Services The Reception, Resource Area and Programs page
illustrates available services and programs through a check off
list.
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Making the Most of Your Visit Referring Programs n Resource
Area Services The Making the Most of Your Visit page illustrates a
sequence of steps the customer follows to access information
successfully.
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Program Information Referring Programs Resource Area Services
The Programs and Services pages provide a brief description of each
program.
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Objectives, Goals and Planning Program Information Resource
Area The Objectives, Goals and Planning page is designed to help
the customer get organized, identify goals and challenges, and
start the planning phrase. Referring Programs Resource Area
Services The Objectives, Goals and Planning page illustrates how to
start the planning process by identifying goals, challenges,
solutions, resources and contacts. The Objectives, Goals and
Planning page illustrates how to start the planning process by
identifying goals, challenges, solutions and resources.
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Resource Area Services Referring Programs Resource Area
Services Resource Area Review of Services Resource Area Staff
Assistance Office Equipment Computer Internet Printed Materials Job
Searching and Career Planning Information Workshops While reviewing
the list of Resource Area services, imagine Customer A having some
difficulty accessing those services. Lets identify the type of
assistance customers may need to access each service.
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Referring Program Information ag Program Information Referring
programs Referring Programs 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. Knowing basic
program information demonstrates competence when asked basic
questions about them. More importantly is the ability to refer and
provide information effectively.
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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 I need help finding a job or paying for training classes.
Knowing how to effectively refer customers to program information.
Remember: Not all customers are familiar with all the
programs.
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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.
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This Completes Training for Module 3, Unit 1 The End
