Managing the customer Fred Bowen Employer Consultant.
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Transcript of Managing the customer Fred Bowen Employer Consultant.
Managing the customerManaging the customer
Fred BowenFred Bowen
Employer ConsultantEmployer Consultant
Workshop aims and objectivesWorkshop aims and objectives
Identify the customersIdentify the customers Meet their different expectationsMeet their different expectations Deliver an effective and reliable serviceDeliver an effective and reliable service To work effectively with partners To work effectively with partners Provide a quality serviceProvide a quality service Strive for continual improvementStrive for continual improvement
The customersThe customers
Who are the customers?Who are the customers?– EmployersEmployers– Clients, families and carersClients, families and carers– Funding agencies: local, national, EuropeanFunding agencies: local, national, European– EmployeesEmployees– Partner agenciesPartner agencies– Others?Others?
The employer experienceThe employer experience
Previous experiencesPrevious experiences Understanding differenceUnderstanding difference Public/privatePublic/private Organisation sizeOrganisation size SectorsSectors Staff structuresStaff structures Responding to requestsResponding to requests Going the ‘extra mile’Going the ‘extra mile’ Identify needs/offer support Identify needs/offer support
EmployersEmployers
ProductProduct ServiceService Entering into the mutual agreementEntering into the mutual agreement The business caseThe business case Financial benefitsFinancial benefits
Employer expectationsEmployer expectations
Customer careCustomer care Quality serviceQuality service Respect corporate confidentialityRespect corporate confidentiality Deliver agreement promisesDeliver agreement promises Business benefits Business benefits Long term employeesLong term employees
The client experienceThe client experience
Dignity and respectDignity and respect Involve the customerInvolve the customer Be friendly, approachable and politeBe friendly, approachable and polite Respect privacy and confidentialityRespect privacy and confidentiality Avoid confrontationAvoid confrontation Meeting and understanding the needs of the Meeting and understanding the needs of the
client/disability/medicalclient/disability/medical Financial status/benefits etcFinancial status/benefits etc Respond quickly and efficientlyRespond quickly and efficiently
Family/carers expectationsFamily/carers expectations
Concern for their family/clientConcern for their family/client Sometimes too protective/negativeSometimes too protective/negative Gain their confidenceGain their confidence Protecting financial benefitsProtecting financial benefits Encouraging their supportEncouraging their support Involve them in the processInvolve them in the process
Funders experienceFunders experience
Value for moneyValue for money Maintaining dataMaintaining data Providing accurate reports and dataProviding accurate reports and data Meeting deadlinesMeeting deadlines Achieving outcomesAchieving outcomes Conducting project evaluationConducting project evaluation Encouraging/protecting future funding Encouraging/protecting future funding
opportunitiesopportunities Customer return Customer return
InterdependencyInterdependency The integrated supply chainThe integrated supply chain PartnershipPartnership Joint responsibilitiesJoint responsibilities Individual responsibilitiesIndividual responsibilities Awareness of partners targetsAwareness of partners targets Solutions to problemsSolutions to problems Shared goals and common targetsShared goals and common targets Conflict with targets-compromiseConflict with targets-compromise
Partners Partners multi agency workingmulti agency working
Jobcentre PlusJobcentre Plus Connexions/careers serviceConnexions/careers service FE CollegesFE Colleges Training providersTraining providers Learning and Skills CouncilLearning and Skills Council OthersOthers
Managing riskManaging risk
Service delivery – what if ?Service delivery – what if ? Poor employee participationPoor employee participation Provider reliabilityProvider reliability False promisesFalse promises Maintaining reputationsMaintaining reputations Future funding Future funding
Managing risk cont.Managing risk cont.
Hide the connecting wiresHide the connecting wires Seamless serviceSeamless service Service level agreementsService level agreements ResponsivenessResponsiveness CommunicationCommunication Trust and understandingTrust and understanding Regular partner meetingsRegular partner meetings Sharing dataSharing data
Service Level AgreementsService Level Agreements
ProposalProposal BackgroundBackground Additional workload – admin etc.Additional workload – admin etc. Financial implicationsFinancial implications Legal implicationsLegal implications Partnership agreementsPartnership agreements Development plansDevelopment plans ReviewsReviews
Responding to problemsResponding to problems
Effective communicationEffective communication Rapid responseRapid response Acknowledgement of problemsAcknowledgement of problems Corrective actionCorrective action Notification of actionNotification of action Next stepsNext steps Customer feedbackCustomer feedback
Customer Relationship Customer Relationship
Management ‘CRM’Management ‘CRM’
Staff structures and responsibilitiesStaff structures and responsibilities Identify the right personIdentify the right person Friendly approachFriendly approach Body languageBody language Listening skillsListening skills Simple languageSimple language Develop a relationship of trustDevelop a relationship of trust Maintain the relationshipMaintain the relationship
CommunicationCommunication
Personal touchPersonal touch Diary managementDiary management TelephoneTelephone LetterLetter EmailEmail Face to faceFace to face Avoid confrontationAvoid confrontation Complaints and complimentsComplaints and compliments
Staff trainingStaff training
Employee skills requirementEmployee skills requirement Customer careCustomer care Industry knowledgeIndustry knowledge Labour Market Information (LMI)Labour Market Information (LMI) Cultural differenceCultural difference Disability awarenessDisability awareness
Customer surveys and Customer surveys and questionnairesquestionnaires
Encourage feedbackEncourage feedback Corporate/service levelCorporate/service level User friendly processUser friendly process What methods are effectiveWhat methods are effective How accurate are theyHow accurate are they Act on the information you receiveAct on the information you receive You said this… we did this…reportYou said this… we did this…report Involving customers/focus groupsInvolving customers/focus groups Remember…be brave!Remember…be brave!
Case studyCase study
What went well?What went well? What went wrong?What went wrong? How was it dealt with?How was it dealt with? What was the outcome?What was the outcome? What have we learned?What have we learned? What if anything could have been done What if anything could have been done
better?better? Seek testimonialsSeek testimonials
Service ratingsService ratings Kite marks for all! Kite marks for all! IIP, Charter Mark, two ticks symbolIIP, Charter Mark, two ticks symbol Star ratings, where are you? Star ratings, where are you? 1* 2** 3*** 4**** or 5*****1* 2** 3*** 4**** or 5***** Would you make the Michelin guide?Would you make the Michelin guide? Ofsted: satisfactory, good, outstandingOfsted: satisfactory, good, outstanding Poor, average, good, very good, fantastic? Poor, average, good, very good, fantastic?
Or……………Or…………… Maintaining your quality status Maintaining your quality status
Thought for todayThought for today ResponsivenessResponsiveness Treat everyone as a customerTreat everyone as a customer How would you expect to be treated?How would you expect to be treated? The customer is always rightThe customer is always right Where does the buck stop?Where does the buck stop? Solutions not problems!Solutions not problems! Word of mouthWord of mouth Customer satisfactionCustomer satisfaction High customer returnHigh customer return
Managing the customerManaging the customer
Question and answer sessionQuestion and answer session
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