Managing the customer Fred Bowen Employer Consultant

Workshop aims and objectives  Identify the customers  Meet their different expectations  Deliver an effective and reliable service  To work effectively with partners  Provide a quality service  Strive for continual improvement

The customers  Who are the customers? –Employers –Clients, families and carers –Funding agencies: local, national, European –Employees –Partner agencies –Others?

The employer experience  Previous experiences  Understanding difference  Public/private  Organisation size  Sectors  Staff structures  Responding to requests  Going the ‘extra mile’  Identify needs/offer support

Employers  Product  Service  Entering into the mutual agreement  The business case  Financial benefits

Employer expectations  Customer care  Quality service  Respect corporate confidentiality  Deliver agreement promises  Business benefits  Long term employees

The client experience  Dignity and respect  Involve the customer  Be friendly, approachable and polite  Respect privacy and confidentiality  Avoid confrontation  Meeting and understanding the needs of the client/disability/medical  Financial status/benefits etc  Respond quickly and efficiently

Family/carers expectations  Concern for their family/client  Sometimes too protective/negative  Gain their confidence  Protecting financial benefits  Encouraging their support  Involve them in the process

Funders experience  Value for money  Maintaining data  Providing accurate reports and data  Meeting deadlines  Achieving outcomes  Conducting project evaluation  Encouraging/protecting future funding opportunities  Customer return

Interdependency  The integrated supply chain  Partnership  Joint responsibilities  Individual responsibilities  Awareness of partners targets  Solutions to problems  Shared goals and common targets  Conflict with targets-compromise

Partners multi agency working  Jobcentre Plus  Connexions/careers service  FE Colleges  Training providers  Learning and Skills Council  Others

Managing risk  Service delivery – what if ?  Poor employee participation  Provider reliability  False promises  Maintaining reputations  Future funding

Managing risk cont.  Hide the connecting wires  Seamless service  Service level agreements  Responsiveness  Communication  Trust and understanding  Regular partner meetings  Sharing data

Service Level Agreements  Proposal  Background  Additional workload – admin etc.  Financial implications  Legal implications  Partnership agreements  Development plans  Reviews

Responding to problems  Effective communication  Rapid response  Acknowledgement of problems  Corrective action  Notification of action  Next steps  Customer feedback

Customer Relationship Management ‘CRM’ Customer Relationship Management ‘CRM’  Staff structures and responsibilities  Identify the right person  Friendly approach  Body language  Listening skills  Simple language  Develop a relationship of trust  Maintain the relationship

Communication  Personal touch  Diary management  Telephone  Letter   Face to face  Avoid confrontation  Complaints and compliments

Staff training  Employee skills requirement  Customer care  Industry knowledge  Labour Market Information (LMI)  Cultural difference  Disability awareness

Customer surveys and questionnaires  Encourage feedback  Corporate/service level  User friendly process  What methods are effective  How accurate are they  Act on the information you receive  You said this… we did this…report  Involving customers/focus groups  Remember…be brave!

Case study  What went well?  What went wrong?  How was it dealt with?  What was the outcome?  What have we learned?  What if anything could have been done better?  Seek testimonials

Service ratings  Kite marks for all!  IIP, Charter Mark, two ticks symbol  Star ratings, where are you?  1* 2** 3*** 4**** or 5*****  Would you make the Michelin guide?  Ofsted: satisfactory, good, outstanding  Poor, average, good, very good, fantastic? Or……………  Maintaining your quality status

Thought for today  Responsiveness  Treat everyone as a customer  How would you expect to be treated?  The customer is always right  Where does the buck stop?  Solutions not problems!  Word of mouth  Customer satisfaction  High customer return

Managing the customer  Question and answer session  Close