3. Customer Support Customer support is a series of actions that help customers successfully access the WFC System services.

4. Man Enters WFC - 1 Customer B Customer A Where do I get started?

5. 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

6. 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

7. New customers The level of customer support depends on several factors: Customer’s stage in the job searching process Customer A characteristics Customer B characteristics Customer’s 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.

8. 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.

13. Master Binder The four areas we’ll cover are: assisting the customer, job aids, Resource Area services and referring programs.

14. 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

15. 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

16. 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

17. 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

18. GATA Model Illustration GREET TAKE ACTION Back Apply The GAT Model Greet Assess Needs Take Action ASSESS

19. 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 customer’s needs 3.Take Action Restate the customer’s 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.

20. 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

21. 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. We’ll 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.

22. 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

23. 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.

24. 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.

25. Program Information Referring Programs Resource Area Services The Programs and Services pages provide a brief description of each program.

26. 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.

27. 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. Let’s identify the type of assistance customers may need to access each service.

38. 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.

39. 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.

48. 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.

49. This Completes Training for Module 3, Unit 1 The End