Professional Documents
Culture Documents
John F. Mantica
Vice President of Human Resources
2012
Objectives
Define your customers and understand their
needs.
Discuss the difference between good customer
service and exceptional customer service.
Discuss the importance of exceptional
customer service as a core value to the
organization.
How to apply exceptional service in all areas of
HR.
Applicants
Co workers in HR
Other employees
Managers/Directors
Owners
Vendors
Suppliers
Company Customers
Only 1 Chance
25,000/year
Only 1 Chance
www.youtube.com/watch?v=mU2rpcAABbA&feature=player_detailpage
http://www.youtube.com/watch?v=5YGc4zOqozo
www.youtube.com/watch?v=WZUzLbj-9Ek
2009
Sold for
$1,200,000,000
1999
Virtually
nothing
www.youtube.com/watch?v=YG48U5iPESA
Exceptional Service in HR
Keep office door open whenever you are alone
Do not use the Do-Not-Disturb feature on
your phone unless you are truly in a meeting
Welcome customers by standing up
Answer email within 24 hours
Smile
Shake hands
Walk around A LOT (MBWA)
HR Leadership
Does your staff have the resources to provide
exceptional customer service?
Do you reward your team for providing
exceptional customer service?
Is exceptional customer service an expectation
of the job?
Are YOU role model exceptional service?
Exceptional service is contagious!
Appearance
HR Mission Statement
HR Expectations
Outstanding Service
Who are your customers and what are their
needs?
How can you exceed these needs to create an
emotional impact?
How can you duplicate the United Airlines ad,
Naples bank, Ritz-Carlton, or the Dallas cab
driver?
If YOU dont do it The entire team fails
Your customers will always find someone who
can (and will) do it.
Providing Exceptional
Customer Service isnt just for the
Customer Service Department
HR Needs to Lead the Way!
John F. Mantica
Vice President of Human Resources
John.Mantica@ECIHP.com
239-322-5111
2012