Customer-First Training

CUSTOMER-FIRST

HOW DO WE ACHIEVE HIGH CUSTOMER SUCCESS

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Maya Angelou

WHAT DOES IT MEAN

To Be Customer-First Focused

A customer-first approach in the context of an IT helpdesk means putting the needs and experiences of the customer at the center of all operations and decision-making!This involves some key steps:

• Understanding the Customer
• Prioritizing the Customer Needs
• Improving Customer Experience
• Building Relationships
• Fostering a Customer-Centric Culture

01

UNDERSTANDING THE CUSTOMER

UNDERSTAND

Listen

MINDSET

We serve some uniquely different user groups (Staff, Instructors & Students). Seek to understand the customer you have in front of you. RECOGNIZE: Pain Points, Desired Outcome, and Motivations

Take the time to listen to the customers concerns, questions and needs. AVOID: Interrupting or Assuming What They Want

Adopt a Customer-First mindset when making decisions or communicating with the customer. ENSURE: Every Decision or Response Should Enhance the Customer Experience

02

PRIORITIZE THE CUSTOMERS NEEDS

CLARIFY

NEEDS

QUALITY

Engage with the customer to clarify their needs and desired goals! What are they trying to achieve? What obstacles or roadblocks are they facing and how can we help to provide a positive result for them?

Put the customers needs first! Recognize that putting customers at the center of our operations will lead to long-term success for our department and Polaris.

Prioritize quality interactions over volume of interactions! Rather than rushing through interactions, focus on providing meaningful assistance. Deliver exceptional service!

03

improving customer experience

JOURNEY

EQUIP

ASSESS

You must be equipped to succeed! As a team we will work to ensure we have the right resources, training and skills to support our customers. A well equipped and happy TEAM = Great Service!

Understand the customers experience and journey! Understanding what the customer has already been dealing with and why they are asking for help will allow you to discover and tailor the best solution.

Reguarly evaluate our service and adjust Evaluate response times, communication, consistency and customer feedback. Create a feedback loop that helps our TEAM be the best it can be!

04

BUilding relationships

Communicate

MEET

PRACTICE

Meet our customers where they are! Understand each customers communication style. The easiest communication channel for you is not necessarily the best one for the customer.

Regular communication is vital to customer success! Whether it is updates in a ticket, a phone call or face-to-face, regular communication is essential in providing Customer-First service.

Practice active listening! Listen closely to customers questions, concerns and feedback. Thoughtful responses show that they matter and that you are committed to finding solutions.

05

foster a customer-centric culture

EMPATHY

TEAM

INSIGHTS

We must be a TEAM that genuinely cares about our customers! As individual members of the team, we should all seek ways to improve our skills and knowledge to assit the TEAM in caring for our customers.

Empathy must be in our DNA as a Team! We must always seek to walk in the customers shoes and always seek to understand a decisions impact on the customer experience.

Share customer feedback and interactions with the TEAM! Sharing your experiences and feedback received with the team (good, bad or indifferent) helps the team to prepare for future decisions.

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OUR MISSION

• We will provide the support needed to ensure students can achieve success in their chosen career.
• We will serve our students and staff in a professional and positive manner, consistently exceeding their expectations.
• We will manage technology hardware and resources responsibly to meet the needs of our students and staff.
• We will challenge ourselves, as a team, to provide service that helps our students and staff reach their full potential.

Next steps

• What challenges do you see with a Customer-First approach?
• As an Individual
• As a Team
• What support do you need to help deliver exceptional Customer-First experiences?
• Training, policies, documentation, tools...

"If everyone is moving forward together, then success takes care of itself."

Henry Ford

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