1) Jon achieved two qualifications in Communications and Solutions from the Institute of Customer Service through an assessment with assessor Suzan Adeniji.
2) Jon provided examples of developing a holistic approach to both Communications and Solutions in his role at DWP London and the Home Counties by planning events, improving digital skills, and identifying recurring customer issues.
3) Throughout the discussion, Jon demonstrated meeting most of the qualification requirements, though the assessor noted one area for Jon to focus on documenting examples of managing customer reactions when unable to meet expectations. The assessor concluded that Jon has committed to excellent customer service.
This document discusses key aspects of providing good customer service. It defines internal and external customers and emphasizes the importance of quality characteristics like accuracy, friendliness and timeliness. It outlines objectives like identifying different types of customer contact and creating positive customer experiences. It also discusses the importance of caring responses, managing customer expectations, reactions to good and bad service, and retaining customers through proactive rather than just reactive service.
This module provides training for customer service supervisors. It covers defining customer service, communicating with customers, and creating a positive customer experience. The objectives are to define customer service, identify service from the customer's perspective, enhance the customer experience, differentiate good and bad service, and identify how to handle difficult customers. Trainees will learn communication skills, building rapport, active listening, making a good first impression, and proper phone etiquette. They will develop personal action plans to address their customer service center's top issues and create a better customer experience.
1. The document describes the induction and training system at the Commonwealth Bank of Australia. The training was rigorous but rewarding, helping the author gain skills and understanding of financial markets, banking, and the bank's goals.
2. The induction process provided an overview of departmental goals, strategy, and how individual roles contribute. It outlined the organizational structure, performance reviews, and compensation. Employees are expected to share responsibility for becoming valuable team members through two-way communication.
3. Throughout training, the author felt valued through challenging assignments and social activities building relationships. Frequent reviews and communication helped address any issues. While initial training was helpful, subsequent support varied depending on workload.
The document discusses best practices for providing excellent customer service. It emphasizes understanding customer needs and expectations, streamlining processes to make it easy for customers, and using plain language without jargon. Specific tips include explaining policies from the customer's perspective, actively listening to customers, and reflecting on their perspectives to build trust and rapport. The document also includes self-assessment questions to evaluate customer service skills.
The document provides an overview of Module 13 on customer service standards, which aims to help students develop knowledge of professionalism in meeting customer needs and expectations. The module covers topics like defining customer service, developing business relationships, understanding customer expectations, and presenting a suitable personal image. Upon completing the module, students should be able to cultivate professional relationships with customers and make effective decisions that present them as competent braille transcribers.
This document provides training on customer service for mandatory staff training. It covers key learning outcomes around understanding customers, applying service standards, and developing basic customer service skills. Specific skills covered include active listening, asking questions, dealing with difficult customers, and managing thinking traps to protect wellbeing during challenging interactions. The goal is to ensure all staff understand excellent customer service and can deliver a positive experience for customers within 60 seconds of first contact.
How To Effectively Work With A Recruiterkpeters318
The document provides an overview of how to effectively work with recruiters. It discusses the types of recruiters including non-fee based, fee-based, retained search, and contingent search recruiters. It also describes the types of recruiting including direct hire/perm placement and contract labor/consulting. The key aspects of working effectively with recruiters include understanding their roles, building relationships through referrals and keeping in touch, and asking questions to vet the recruiter and opportunity.
This document discusses key aspects of providing good customer service. It defines internal and external customers and emphasizes the importance of quality characteristics like accuracy, friendliness and timeliness. It outlines objectives like identifying different types of customer contact and creating positive customer experiences. It also discusses the importance of caring responses, managing customer expectations, reactions to good and bad service, and retaining customers through proactive rather than just reactive service.
This module provides training for customer service supervisors. It covers defining customer service, communicating with customers, and creating a positive customer experience. The objectives are to define customer service, identify service from the customer's perspective, enhance the customer experience, differentiate good and bad service, and identify how to handle difficult customers. Trainees will learn communication skills, building rapport, active listening, making a good first impression, and proper phone etiquette. They will develop personal action plans to address their customer service center's top issues and create a better customer experience.
1. The document describes the induction and training system at the Commonwealth Bank of Australia. The training was rigorous but rewarding, helping the author gain skills and understanding of financial markets, banking, and the bank's goals.
2. The induction process provided an overview of departmental goals, strategy, and how individual roles contribute. It outlined the organizational structure, performance reviews, and compensation. Employees are expected to share responsibility for becoming valuable team members through two-way communication.
3. Throughout training, the author felt valued through challenging assignments and social activities building relationships. Frequent reviews and communication helped address any issues. While initial training was helpful, subsequent support varied depending on workload.
The document discusses best practices for providing excellent customer service. It emphasizes understanding customer needs and expectations, streamlining processes to make it easy for customers, and using plain language without jargon. Specific tips include explaining policies from the customer's perspective, actively listening to customers, and reflecting on their perspectives to build trust and rapport. The document also includes self-assessment questions to evaluate customer service skills.
The document provides an overview of Module 13 on customer service standards, which aims to help students develop knowledge of professionalism in meeting customer needs and expectations. The module covers topics like defining customer service, developing business relationships, understanding customer expectations, and presenting a suitable personal image. Upon completing the module, students should be able to cultivate professional relationships with customers and make effective decisions that present them as competent braille transcribers.
This document provides training on customer service for mandatory staff training. It covers key learning outcomes around understanding customers, applying service standards, and developing basic customer service skills. Specific skills covered include active listening, asking questions, dealing with difficult customers, and managing thinking traps to protect wellbeing during challenging interactions. The goal is to ensure all staff understand excellent customer service and can deliver a positive experience for customers within 60 seconds of first contact.
How To Effectively Work With A Recruiterkpeters318
The document provides an overview of how to effectively work with recruiters. It discusses the types of recruiters including non-fee based, fee-based, retained search, and contingent search recruiters. It also describes the types of recruiting including direct hire/perm placement and contract labor/consulting. The key aspects of working effectively with recruiters include understanding their roles, building relationships through referrals and keeping in touch, and asking questions to vet the recruiter and opportunity.
Shane Ball has over 15 years of experience in administrative, customer service, and health and safety roles. He is skilled in time management, team leadership, and problem solving. Currently, he works as an Administrative Assistant where he supports managers, maintains systems, and oversees a fleet of vehicles. Previously, he held roles in customer service, sales, construction, and health and safety coordination.
This document discusses etiquette and protocols for customer interaction. It covers 6 modules: office etiquette and protocol, business conversation skills, basic customer care skills, handling difficult situations, making a positive first impression, and telephone handling. The benefits of good customer service are also discussed, including increased customer satisfaction, retention, and the company's bottom line. Body language, attitude, behavior, and distance are important aspects of customer interaction etiquette.
Step by Step details of how I recruited 5,000 loan originators and builders, Realtors to refer over 67,000 closed customers in 8 Years for over $27,000,000 Revenue
About Scoreinc.com
Scoreinc.com, Inc., headquarter in Mayaguez Puerto Rico USA, with offices in Mobile Alabama, is a leading provider of services to the derogatory credit sector of the financial service industry through its Scoreway® Software Solution and credit report accuracy dispute services. The Scoreway® platform provides an end-to-end management solution that helps the companies that we serve manage the credit review and dispute process and to improve controls and profitability. Scoreinc.com services an ever growing list of mortgage company’s, banks, credit unions, Realtors®, builders and credit service organizations through its innovative technology and credit report accuracy service. Contact Score for more information at 877-876-5921 or by visiting the following pages:
www.scoreinc.com
Credit Repair Merchant Services: http://www.scoreinc.com/getting-paid.php
Fair Debt Collection Practices
http://www.scoreinc.com/fdcpa.php
Credit Repair Business Training http://www.scoreinc.com/members.php
Credit Repair Software:
http://www.scoreinc.com/software.php
Credit Repair Solutions:
http://www.scoreinc.com/score-way.php
This document discusses strategies for recruiting and retaining skilled machinists. It provides tips for conducting interviews that highlight the strengths of the company. Making a formal, written job offer is recommended over a quick verbal offer to show the candidate they are valued. Covering potential counteroffers from a current employer in the interview can help assess commitment. New hires should have a dedicated induction process to help them settle in. Using a single recruiter who understands the company's needs can yield better candidates than contacting multiple recruiters. Conducting exit interviews can provide insights to improve staff retention.
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
Delivering Exceptional Customer Service Training by College of Southern NevadaAtlantic Training, LLC.
This document provides guidance on delivering exceptional customer service. It emphasizes the importance of first impressions when interacting with customers, noting that customers will form opinions about an organization within 7 seconds based on 11 impressions. It outlines key aspects of professionalism like having a positive attitude and being attentive, friendly, and responsive. Good communication, both verbal and written, is stressed as is maintaining confidentiality. The document also discusses the importance of having both job-specific and general workplace knowledge and being a lifelong learner. It highlights values like diversity, teamwork and maintaining a high level of professionalism to consistently provide exceptional customer service.
This document discusses customer care and public relations in the context of English language teaching management. It defines customer care as showing concern for customers and addressing their needs, while public relations aims to build understanding between an organization and external stakeholders. Both roles serve as company representatives. The document notes that students can be viewed as either customers or learners, and examines common customer service problems students encounter. It emphasizes that customer care requires supportive systems, facilities, training and a student-focused approach. References are provided at the end.
This document provides an overview of a training on delivering excellent customer service. It is divided into multiple modules that cover key topics such as defining customers, the impact of poor customer service, modeling excellent service, and adopting the FISH philosophy of customer service. The training utilizes exercises, discussions, and assessments to engage participants in understanding excellent service and how to provide it to both internal and external customers.
The interview is an opportunity to stand out and be noticed. An interviewer will often see many candidates in one day. The one who will be remembered is the one who had something interesting to say and left a definite impression.
Dynamics Day 2014: Microsoft Dynamics CRM - Customer Service ExcellenceIntergen
The document summarizes a presentation about customer service excellence in CRM systems. It introduces the two presenters, Dylan Haskins and Bruce Edwards, and outlines their experience in CRM. The presentation covers why customer service makes sense in CRM, building blocks for a customer service experience, and the Unified Service Desk. It aims to address questions around adapting to customer behavior across channels, delivering good experiences cost-effectively, reducing agent effort, building satisfaction, and ensuring the right resources are allocated.
The document provides guidelines for customer service at a campus café. It outlines the mission to serve students, faculty, and guests in a friendly, positive atmosphere. It details employee roles and expectations, policies around food handling and cleanliness, and management support. It also discusses utilizing technology like websites and social media. Additionally, it offers guidance on communicating with customers, meeting their needs, managing difficult customers, and relationships to prevent service breakdowns.
The document provides tips and best practices for effective recruitment. It discusses the importance of employee retention, planning recruitment in advance, following procedures for immediate hiring needs, effectively marketing the organization to candidates, conducting interviews, checking references, obtaining referrals from candidates, and other strategies. The overall message is that recruitment requires thorough planning and following best practices to attract and select the right candidates.
The document provides an overview of customer service basics and techniques. It discusses the importance of understanding what customers want and how to successfully interact with different types of customers. The document also outlines over 50 specific techniques for providing excellent customer service, resolving issues, and ensuring positive customer experiences. The goal is to teach readers how to improve their customer service skills and interactions.
This document summarizes a student's portfolio from their work at FreeLaw Project, a pro bono organization providing legal assistance to those who cannot afford it. The student summarizes two cases they worked on, including Client A's case involving a disputed refund. For Client A, the student conducted an interview, assigned research tasks, drafted letters seeking refund and informing of legal recourse, and ultimately helped the client decide to pursue small claims court. The student reflects on developing client communication and management skills over the course of their work at FreeLaw Project.
This document summarizes an interview with Jane Claire, Programme Director at Novum, about her career path from the Royal Navy to business.
Some key points:
- Jane joined the Royal Navy after graduating with a degree in Performing Arts, wanting purpose in her work. She held various roles over 10 years before leaving when she got pregnant.
- In the Navy, she learned situational leadership and a flexible management approach. She was praised for her team's success rather than individual accomplishments.
- Her first civilian job was as an Order Department Manager, which she owed to skills learned in the Navy like problem-solving.
- Jane believes ex-military bring valuable skills to business like problem-solving,
Customer service is the extremely important in building company image and business development. This presentation will give you brief guidelines about customer service skills.
This document outlines 7 pillars of customer service excellence: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. Following these pillars requires challenging employees to go above and beyond typical customer service. Case studies show how following the pillars increased sales and customer retention for various organizations. The document promotes customer service training from Sales Progress to help organizations implement the 7 pillars.
Shane Ball has over 15 years of experience in administrative, customer service, and health and safety roles. He is skilled in time management, team leadership, and problem solving. Currently, he works as an Administrative Assistant where he supports managers, maintains systems, and oversees a fleet of vehicles. Previously, he held roles in customer service, sales, construction, and health and safety coordination.
This document discusses etiquette and protocols for customer interaction. It covers 6 modules: office etiquette and protocol, business conversation skills, basic customer care skills, handling difficult situations, making a positive first impression, and telephone handling. The benefits of good customer service are also discussed, including increased customer satisfaction, retention, and the company's bottom line. Body language, attitude, behavior, and distance are important aspects of customer interaction etiquette.
Step by Step details of how I recruited 5,000 loan originators and builders, Realtors to refer over 67,000 closed customers in 8 Years for over $27,000,000 Revenue
About Scoreinc.com
Scoreinc.com, Inc., headquarter in Mayaguez Puerto Rico USA, with offices in Mobile Alabama, is a leading provider of services to the derogatory credit sector of the financial service industry through its Scoreway® Software Solution and credit report accuracy dispute services. The Scoreway® platform provides an end-to-end management solution that helps the companies that we serve manage the credit review and dispute process and to improve controls and profitability. Scoreinc.com services an ever growing list of mortgage company’s, banks, credit unions, Realtors®, builders and credit service organizations through its innovative technology and credit report accuracy service. Contact Score for more information at 877-876-5921 or by visiting the following pages:
www.scoreinc.com
Credit Repair Merchant Services: http://www.scoreinc.com/getting-paid.php
Fair Debt Collection Practices
http://www.scoreinc.com/fdcpa.php
Credit Repair Business Training http://www.scoreinc.com/members.php
Credit Repair Software:
http://www.scoreinc.com/software.php
Credit Repair Solutions:
http://www.scoreinc.com/score-way.php
This document discusses strategies for recruiting and retaining skilled machinists. It provides tips for conducting interviews that highlight the strengths of the company. Making a formal, written job offer is recommended over a quick verbal offer to show the candidate they are valued. Covering potential counteroffers from a current employer in the interview can help assess commitment. New hires should have a dedicated induction process to help them settle in. Using a single recruiter who understands the company's needs can yield better candidates than contacting multiple recruiters. Conducting exit interviews can provide insights to improve staff retention.
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
Delivering Exceptional Customer Service Training by College of Southern NevadaAtlantic Training, LLC.
This document provides guidance on delivering exceptional customer service. It emphasizes the importance of first impressions when interacting with customers, noting that customers will form opinions about an organization within 7 seconds based on 11 impressions. It outlines key aspects of professionalism like having a positive attitude and being attentive, friendly, and responsive. Good communication, both verbal and written, is stressed as is maintaining confidentiality. The document also discusses the importance of having both job-specific and general workplace knowledge and being a lifelong learner. It highlights values like diversity, teamwork and maintaining a high level of professionalism to consistently provide exceptional customer service.
This document discusses customer care and public relations in the context of English language teaching management. It defines customer care as showing concern for customers and addressing their needs, while public relations aims to build understanding between an organization and external stakeholders. Both roles serve as company representatives. The document notes that students can be viewed as either customers or learners, and examines common customer service problems students encounter. It emphasizes that customer care requires supportive systems, facilities, training and a student-focused approach. References are provided at the end.
This document provides an overview of a training on delivering excellent customer service. It is divided into multiple modules that cover key topics such as defining customers, the impact of poor customer service, modeling excellent service, and adopting the FISH philosophy of customer service. The training utilizes exercises, discussions, and assessments to engage participants in understanding excellent service and how to provide it to both internal and external customers.
The interview is an opportunity to stand out and be noticed. An interviewer will often see many candidates in one day. The one who will be remembered is the one who had something interesting to say and left a definite impression.
Dynamics Day 2014: Microsoft Dynamics CRM - Customer Service ExcellenceIntergen
The document summarizes a presentation about customer service excellence in CRM systems. It introduces the two presenters, Dylan Haskins and Bruce Edwards, and outlines their experience in CRM. The presentation covers why customer service makes sense in CRM, building blocks for a customer service experience, and the Unified Service Desk. It aims to address questions around adapting to customer behavior across channels, delivering good experiences cost-effectively, reducing agent effort, building satisfaction, and ensuring the right resources are allocated.
The document provides guidelines for customer service at a campus café. It outlines the mission to serve students, faculty, and guests in a friendly, positive atmosphere. It details employee roles and expectations, policies around food handling and cleanliness, and management support. It also discusses utilizing technology like websites and social media. Additionally, it offers guidance on communicating with customers, meeting their needs, managing difficult customers, and relationships to prevent service breakdowns.
The document provides tips and best practices for effective recruitment. It discusses the importance of employee retention, planning recruitment in advance, following procedures for immediate hiring needs, effectively marketing the organization to candidates, conducting interviews, checking references, obtaining referrals from candidates, and other strategies. The overall message is that recruitment requires thorough planning and following best practices to attract and select the right candidates.
The document provides an overview of customer service basics and techniques. It discusses the importance of understanding what customers want and how to successfully interact with different types of customers. The document also outlines over 50 specific techniques for providing excellent customer service, resolving issues, and ensuring positive customer experiences. The goal is to teach readers how to improve their customer service skills and interactions.
This document summarizes a student's portfolio from their work at FreeLaw Project, a pro bono organization providing legal assistance to those who cannot afford it. The student summarizes two cases they worked on, including Client A's case involving a disputed refund. For Client A, the student conducted an interview, assigned research tasks, drafted letters seeking refund and informing of legal recourse, and ultimately helped the client decide to pursue small claims court. The student reflects on developing client communication and management skills over the course of their work at FreeLaw Project.
This document summarizes an interview with Jane Claire, Programme Director at Novum, about her career path from the Royal Navy to business.
Some key points:
- Jane joined the Royal Navy after graduating with a degree in Performing Arts, wanting purpose in her work. She held various roles over 10 years before leaving when she got pregnant.
- In the Navy, she learned situational leadership and a flexible management approach. She was praised for her team's success rather than individual accomplishments.
- Her first civilian job was as an Order Department Manager, which she owed to skills learned in the Navy like problem-solving.
- Jane believes ex-military bring valuable skills to business like problem-solving,
Customer service is the extremely important in building company image and business development. This presentation will give you brief guidelines about customer service skills.
This document outlines 7 pillars of customer service excellence: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. Following these pillars requires challenging employees to go above and beyond typical customer service. Case studies show how following the pillars increased sales and customer retention for various organizations. The document promotes customer service training from Sales Progress to help organizations implement the 7 pillars.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
This document provides an interview guide for candidates applying for an entry-level manager position. It outlines the interview process, which involves a 4-person panel interviewing each candidate for 15 minutes. The guide includes reminders for interviewers, sample introductions, the competency requirements for the role, sample interview questions and answers, and appendices with additional job analysis information and sample answers.
The document provides tips for interview skills and preparation. It discusses the importance of being prepared for different types of interviews, including knowing yourself, the organization, and the position. It recommends researching common interview questions and using the STAR method to provide concrete examples when answering behavioral and situational questions. Proper preparation is key to making a strong first impression and demonstrating how past experiences qualify you for the role.
This document provides guidance on improving internal customer service. It discusses key topics such as understanding internal customers, improving communication between departments, empowering employees, and establishing standards and guidelines. The overall goal is to create a culture where all employees work together effectively to deliver excellent service to their internal coworkers.
This document provides guidance on improving internal customer service. It discusses key topics such as understanding internal customers, improving communication between departments, empowering employees, and establishing standards and guidelines. The overall goal is to create a culture where all employees work together effectively to deliver excellent service to their internal coworkers.
The document discusses a customer service plan for an unnamed department. It provides an overview of the department's signature initiative to improve customer service and identifies 3-5 key services that will be the focus of improved customer experiences. Guidelines are given for sections on customer research, goals and metrics, strategies for improvement, implementation timeline, and evaluation. The plan aims to enhance customer service in fulfillment of an executive order.
This document provides tips and recommendations for having a successful job interview. It recommends researching the company and industry thoroughly, understanding the job responsibilities, knowing your own experiences and strengths, preparing questions for the interviewer, and following up after the interview. The document outlines steps to take for each of these areas, including reviewing company websites and LinkedIn, understanding the position requirements, being able to discuss past roles and accomplishments using the STAR method, having insightful questions prepared for the employer, and sending a thank you note after the interview. Overall, the document emphasizes being well prepared with research on the company and thoughtful examples from one's background to make a strong first impression during the interview.
GarrettCommunication Strategy Worksheet Stage One Planni.docxbudbarber38650
Garrett
Communication Strategy Worksheet
Stage One: Planning a Message
Audience
Describe them.
Purpose
Why?
Focus
Narrow your possibilities.
Emotion
What emotion is the audience’s take away?
Format
Written: letter, email, memo, etc.? Verbal: face-to-face, phone, etc.?
Approach
Direct or Indirect
Introduction
Purpose statement/preview statement/scope/attention getting statement
Body
List the points you need to make, then group/rank them in paragraph order.
Conclusion
Close it how.
Visuals
More than narration. Brain is 30% to visual processing.
I want the job. Thesis statement & set up points 1, 2, 3.
Topic sentence. Supporting evidence.
Topic sentence. Supporting evidence.
Topic sentence. Supporting evidence.
I request an interview. You may reach me at….
Basic Application Letter Construct
5 Paragraph Letter Format
While there are multiple ways to approach writing an application letter, we focus on this construct and I expect your work to be in the 5 paragraph construct.
You need an introduction that states you want the job. You need a body that describes how you have the ‘things’ they require and conclude with asking for an interview and offering your contact information. The next three slides offer more details on the sections.
1
Introduction –
State you’re apply for the job
If possible state some-kind-of connection to the organization
State a summary sentence (thesis)
Spark interest. Create curiosity.
Audience-centered attitude
Application Letter Construct
The introduction of an application letter is as important as all other first impressions. Remember, they are feeling you as they read, so create the experience through your words that you want them to have.
In the intro,
Be direct (remember that means telling upfront what you want – your purpose). State the job and your interest. Saying what you want in an assertive manner demonstrates confidence.
If you have a connection with that organization, talk about that, but be every-so-brief.
State a summary sentence – All communications need a thesis statement. And in that thesis statement inform the reader regarding specific focus – preview the 3 items you will detail in the body.
Create curiosity. Build their interest in you in the way you language.
Remember, once again, I tell you – be audience-centered. It’s about your contribution, not you.
Oh, and, this paragraph is NOT to be the longest one on the page. Typically it the second smallest with the conclusion being the smallest.
2
Application Letter Construct
Body
Choose your points by studying the advertisement and selecting the top three requirements. Write to how you have these three.
Be thinking:
How do I set myself apart?
The key to getting called for an interview is in the connection you make in your letter. The winning strategy is to understand your potential employer’s top 3 qualification requirements and write to those items. Here’s how.
Study their .
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
BDPA Cincinnati brought three (3) experienced IT recruiters to the roundtable. They answered all of the questions you’ve always wanted to ask … but, were afraid to do. It was an outstanding opportunity for anyone, from college interns to entry-level IT professionals to experienced technicians, managers, or executives. The audience received the ‘inside scoop’ on what it takes to successfully land a job, promotion, or have a successful career in the IT industry.
Our panel included:
- Karen Cooper (owner, SmartIT)
- Karen Lipscomb (senior talent acquisition manager, L3-Communications)
- Linda Mullen (assistant VP, Fifth Third Bank)
Corporate America is rebounding from the Great Recession and unemployment continues to lag at levels that are much too high in the Black community and the Greater Cincinnati area. As such, we want to lift the curtain of secrecy about the recruitment process so that BDPA members and supporters have every advantage to advance their careers in the IT industry.
Information Interview your way to a Job Handout Jeff Watson
Everyone hopes to land an interview or get an opportunity to show themselves to their future employers. What if you swapped roles and YOU conducted the interview? Don't wait for an invitation to interview, make your own!
Learn the tactics involved in information Interviewing. Source Employers, ask intentional questions to make your opportunity count and follow up like a professional to advance the relationship. If you follow these simple steps, you can information Interview your way to a job!
1. The document provides an overview of conducting needs assessments for settlement services, outlining key aspects like actively listening, asking effective questions, and making appropriate referrals.
2. It emphasizes developing rapport, understanding the client's needs and limitations, and focusing on an outcome that satisfies the client.
3. Examples of effective communication techniques are presented, like reflecting feelings, summarizing to confirm understanding, and closing on a positive note.
Do you suspect problems with your customer experience because usage has dropped? Have you heard from customers that your processes aren't user-friendly, consistent, or reliable? Use a market research technique called Customer Experience Mapping to help you understand how your customers interact with your processes.
The webinar is presented by Kathryn Stevens, Client Services Director at Hansa GCR. It covers:
- Process understanding and process preference
- Rational and emotional reactions to customer experience
- The infrastructure, process, and outcomes of the Experience Mapping approach
The Experience Mapping webinar/PPT also includes a detailed case study example using this method. Watch and learn how to unlock the gateway to your customer mindset.
Don't miss our next free webinar. Register here: http://hub.am/XwTIKo
www.HansaMarketing.com
@Hansa_Tweets
This document discusses key aspects of providing high quality client service. It defines quality service as meeting or exceeding client expectations, which are based on the solutions and feelings clients get from a service, not the service provider's intentions. It emphasizes that clients pay for value and usefulness, not cost or difficulty. It also outlines steps to understand clients, manage expectations, communicate effectively, solve problems, and maintain relationships to earn positive feedback and loyalty. Overall, the document stresses focusing on clients' perspectives and needs to consistently deliver a quality experience.
The document provides guidance on developing and maintaining effective business relationships. It emphasizes the importance of open communication, listening to customers, developing routines to regularly connect with contacts, being honest even when uncomfortable, taking notes to remember key details about clients, giving more to relationships than taking, proactively sharing relevant information, and allowing vulnerability to build trust. Fostering long-term, mutually beneficial relationships requires ongoing effort through transparent interactions and prioritizing the needs of clients and partners.
Increase new KEY accounts, Meet or exceed YEARLY sales target, To grow Profit Corporation’s revenue annually through added sales infrastructure and PROFESSIONAL SERVICES.
Similar to Combined Communications & Solutions QUalification Feedback (20)
1. assessment feedback
Printed: 15/06/16
Name Jon Pitt
Assessment
Date
16th May 2016
Organisation DWP London and the Home
Counties
Assessor Suzan Adeniji
Qualification Communications Decision Achieved
Qualification Solutions Decision Achieved
Holistic approach
Jon, you gave a clear example of how you developed a holistic approach to Communications in Key Event
3, VIP visit. In this Key Event you told me that you were informed that your local MP and other senior
ministers were making a visit to your office. You took charge and arranged for some employers and
providers to attend the office on the day, like a mini jobs fair. You liaised with the Employment Advisers
and Partnership Manager for your site to get their support and pull the event together. You arranged for
customers to use the public access computers to apply for jobs for a large local retail outlet and
colleagues also arranged for Asda, Tesco and Travelodge to attend. You said that you did experience an
issue with customers running over their allocated time slots on the public computers. You were able to
secure another computer resolving the time issues for customers. You arranged for a local ex-gang
member to speak at the event, as said that he was inspiring to both staff and visitors alike. The event was
a great success. You explained that the holistic impact of you carrying out this task was:-
Customers – Could see how productive the Jobcentre is, and the lengths that you go to in order to
support your customers back into work.
Organisation – The organisation was represented in a positive light as the event “showcased the
effectiveness of the offices and the worthwhile work they do”.
Colleagues – Providers were able to showcase what they are doing with customers, showing how money
is being spent. Managers fed back that staff morale had risen as they felt valued because of the work
their offices do.
Development – You said that planning the event, having to liaise with colleagues, managers and external
partners has improved your communication, organisational and interpersonal skills.
You went on to give a clear example of how you developed a holistic approach to Solutions in Key Event
1 Jon, where you described that you identified that the public access computers were not being utilized to
their full extent. As digital lead for your office, you wanted to help support the government agenda of
“digital by default” supporting customers to be more self sufficient. Feedback you received highlighted
that customers have their own internet enabled devices, and staff time to assist customers online is
limited. You reviewed 200 surveys from staff and customers about what they would like assistance with.
You encouraged staff to improve on their own digital skills. You then sent out a customer journey to staff
and engaged the Employer Adviser team to arrange for employers to have their applications completed
online in the office. You stated that the impact on the Four Key Areas of your approach was:-
Customer – Helped give more structure to work coach interviews, supporting identifying the needs of the
customer.
Organisation – reflected well on the department showing that we “are moving with the times so top
speak”.
Colleagues – Helped colleagues build better rapport with their claimants. The skills health check shows
claimants that their coach is trying to “support them in what they really want to do, not just get them off
2. the books”.
Development – You said that you were able to engage with customers more through the use of the
survey you did. You said “when I made a mental note of what the feedback was in terms of age, I could
identify generational differences.
Personal learning and development
Jon, you told me that undertaking this qualification has “given me a better understanding of people,
whether they are colleagues, customers or managers.” You said that you like to think that you are a
pretty understanding guy; you try to take time with customers to find out what it is that they want so that
you can understand their needs and help them. You said with colleagues you have a better
understanding of how they work through things that you have done with them, “understanding when and
how to adapt my approach to individual needs.”
You said that you also have a better understanding of yourself and how you engage with your staff. You
went on to say “It has been a challenge to make my brain think in a different way. I probably do holistic
any way, but had never thought about it in depth, as you had to here.
You went on to say that side from the fact that the qualification is worthwhile doing, it gives you a
qualification that is recognised outside of the department. The qualification is a great way to help you self
reflect, within a framework, on the things that we all do every day. Jon you have clearly demonstrated
meeting C4.5, and C4.4 in your personal learning.
Qualification Communications
Qualification Requirements
C1.1 develop rapport with customers
C1.6 make efforts to exceed customer expectations
C1.7 manage customer reactions when you are unable to meet their expectations
C2.2 follow procedures and protocols, while meeting customer needs
C3.1 work with internal and external colleagues to deliver customer service
C3.2 adapt own behaviour in response to behaviours and feelings of colleagues
C3.4 are a role model to colleague when delivering service
C4.1 assess own skills, knowledge and behaviour
C4.4 carry out personal development activities
C4.5 reflect on the impact of personal development activities
Jon, during our discussion you gave some clear examples of meeting the Qualification Requirements, in
particular, a clear example was when we discussed Key Event 2, where you gave me an example of
meeting C3.2 adapt your own behaviour in response to behaviour and feelings of colleagues. You told
me that you had two AJCS (Access to Jobcentre Services) officers, one of who is reluctant to any kind of
change. The initial desk aid for the processing of medical certificates she had been given was not up to
par, and as such she was reluctant to use it. You explained to the member of staff that she would get full
training on the process and be more comfortable with it. You said that you had to take a step back with
this member of staff so that you were not perceived as being too bullish. You said that you were very
supportive and knew you had to take a gentler approach with her, due to her nature. Surmising by saying
“given her nature and character, I knew that I had to be a lot softer and gentler with her.
I asked for another example and you explained how your office is currently undergoing a reduction in staff
at Band B level. Staffs are being deployed across all teams in the office; you have to move a member of
staff from the front of house to help with the Work Programme team. You explained that when her diary
was clear this member of staff would go and have a chat with colleagues, you had spoken to your
member of staff about this with no clear resolution. You told me that you spoke to your senior mangers
and it was agreed that the move would be good as it would give this member of staff more structure. You
said “I highlighted this as an opportunity for change” as she had asked for a change previously. As this
3. member of staff was very sensitive, you said that you softened your approach and focused on the fact
that she had previously asked for a move.
To be developed:
Jon, throughout our discussion you consistently demonstrated meeting the qualification requirements,
however you failed to claim C1.7, manage customer reactions when you are unable to meet their
expectations’ anywhere in your passport. You clearly demonstrated this in our discussion and when I
asked for a specific example of meting this requirement you said, “an agitated customer came into the
office requesting a proof of benefit letter, this is not something the Jobcentre can provide as we are not a
processing centre”. You said that you took time to explain to the customer that you do not have the facility
to produce these letters. In this instance you allowed the customer to use a phone in your office to
contact the benefit centre to request a proof of benefit letter. Owing to the urgent nature of the letter, you
informed the customer to request that the letter be faxed to your office so that she would receive it that
day. Here Jon you have clearly demonstrated how you managed your customers expectations, by
explaining why you were unable to assist them. I would encourage you to speak with your coach and
identify ways that you can consistently recognise your demonstration of this going forward.
Qualification Solutions
Qualification Requirements
S1.2 maintain service when things go wrong
S1.3 identify recurring customer service issues
S1.5 propose service solutions to those who can act on them
S2.2 assess the potential impact of customer service improvements on your
team's/department's/organisation's objectives
S3.1 work with colleagues and/or suppliers to ensure consistent service when things go wrong
S3.2 seek support of colleagues and/or suppliers to develop solutions to customer service
issues
S4.2 assess your own skills, knowledge and behaviours
S4.4 seek and plan personal development opportunities
S4.5 carry out personal development activities
S4.6 reflect on the impact of your personal development activities
Jon I asked if you could give me an example of when you demonstrated S1.2 maintain service when
things go wrong. You told me that the Accessing Jobcentre Services (AJCS) diary was becoming full of
Habitual Residency Test (HRT) appointments. HRT appointments need to take place within two days of
the claim for benefit being made. The AJCS diary is essentially there to support those customers who are
most vulnerable, having so many HRT appointments, meant that there was no space to book anything
else in. You said that you attempted to increase the AJCS diary space to accommodate the HRTs within
the designated timeframe. This you said enabled you to “continue as you had been”.
I asked for another example of meeting this qualification requirement and you told me that the automatic
doors were broken and the public could not access the office. In order to maintain service you said that
you and colleagues escorted customers through the staff entrance and into the main entrance to see
whom they needed to see.
To be developed:
Jon throughout our discussion you consistently demonstrated meeting the qualification requirements. In
Key Event 2, you gave me an example of S4.2 assess your own skills knowledge and behaviours. In this
Key Event you said that you had “been through a few changes and have previous project management
skills”. Staff felt displaced and uncomfortable with change in the past and this could impact the office
detrimentally. You said that you knew that you would have to approach staff about moves and highlight to
team leaders how change can affect staff. I informed them that moving role etc. can be very emotive for
some staff and they should be more tactful in their approach when delivering the message. Here Jon you
have clearly demonstrated how you used prior experience to enable you to support colleagues in driving
a change forward, I would encourage you to continue to reflect upon your own and other’s practice to
4. enable you to continue to support colleagues and deliver excellent service going forward.
Findings:
Congratulations Jon, I am delighted to tell you that you have achieved your Institute of Customer Service
Communications and Solutions qualifications. Our discussion confirmed your commitment to providing
excellent customer service. Your commitment to delivering excellent customer service to both your
internal and external customers was evident throughout our discussion.
You are now entitled to become a professional member of the Institute of Customer Service, this will give
you access to CPD (Continuous Professional Development), to help you continue with your development
to keep your customer service skills at the forefront of your mind.
Congratulations and very well done Jon.