Keepingthe service

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Keepingthe service

  1. 1. Keeping the SERVICEin Service Delivery Models Thursday, November4, 2010 Victoria, BC Judy Estrin President Partners In Enterprise 250.652.9203  judye@pieinc.biz
  2. 2. Objectives During this session, we will: • Discuss service models • Discuss engaging clients • Look at ways to Keep the SERVICE in Service Delivery • Brainstorm new service models
  3. 3. Elements of Service • Ability to customize program • Knowledgeable consultants • Resources and Materials • Job Development • Assessments • Access to other support services
  4. 4. Job Development • Dedicated to sourcing opportunities in local community • Posted on-line • Shared with other offices/resource centers • Usually a full time position • Job Fairs • Where networking and connections matter!
  5. 5. Materials • Workbooks and Workshops – Job Search – Starting Your Own Business – Buying a Franchise – Becoming a Consultant • Library – Location – Resources – Access – Assistance in doing research
  6. 6. Consultant Skills & Tools • Ability to listen, listen, listen and synthesize • More than assessment and checking off boxes on an assignment sheet • A touch of tough love • Ability to not internalize or take it home • Recognize issues that are beyond your scope – and seek help for client • Out of the box thinking • A touch of a nag • Cheerleading ability • Facilitation (workshops, job clubs, meetings)
  7. 7. How things have changed over time
  8. 8. Service Model One Deluxe – Case load - Small • 1 on 1 • Unlimited time • Materials reviewed individually • May include some group meetings for client • Coaching available for SYOB, Consulting or Buying a Franchise • Heavy consultant time • Job search coach/consultant • Assistance with networking • Job development • Dedicated work space • Video taped mock interviews • Access and training on resource use • Email, phone, internet • Tracking and reporting
  9. 9. Service Model Two Middle of the Road Case load – Moderate to High • Group orientation to start • Group / class for “program” run through – 1 – 3 days or modular • Assigned to a consultant for follow up • May include some group meetings for supplemental skill development or networking • Mock interviews • Assistance with networking • Moderate to high consultant time • Job development / postings • Research tools / library access • Phone (local/long distance access) • Internet • Time Limited • Tracking and Reporting
  10. 10. Service Model Three Remote Case Load - Light to Heavy • Little or no face to face • Phone, fax, email, internet (website), podcasts • On-line resources – may be limited • Structured program with assignments • Job / Lead Development – Online postings • Minimal consultant time • Time limited service • Tracking and reporting • Online job fairs
  11. 11. Career Center or Centre! Usually high case load • Usually established for 1 organization / industry • Starts “downsizing” the moment it opens – time limited • Everything that an office has to offer – only on a temporary basis • Job Fairs • On-going workshops • Possible that everyone starts at the same time • Life is around the hub…and information is power!
  12. 12. Engaging Clients • One-on-one: make a connection • Focus on their skills and desired outcome • Individual or Group Orientation • Reach out and touch them via phone and email • Work assignments at end of every meeting; always set next appointment and task • Job Clubs
  13. 13. The secret to keeping the service in a successful customer service relationship is…
  14. 14. Make a friend. It really is that simple.
  15. 15. ESC Employment Service Centre • What do you know about the impending change? • What are your concerns? • How will the change affect you?
  16. 16. Brainstorming • Work in assigned teams • Discuss: – 1. What should our model be? – 2. How can we work together effectively? – 3. What do we need to do to be ready for the new model(s) of service? • Note your responses or pictures on flip chart • Select spokesperson to report out to group
  17. 17. It’s going to be about our ability to partner…
  18. 18. Ifyouwouldlikeasummaryofthecharts youjustdid,pleaseleavemeyourbusiness cardwithanemailaddress

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