Boston - 12/21/2010 - 10:37 am - Cyn-ful

Zappos maximizes the customer service experience first by hiring only individuals that fit into their company culture. Second, by promoting and living that culture. Third, by providing a service that benefits the customer and not them, in this case free shipping and return.
Career TEAM can provide wow customer service in the the following three ways. First, the staff getting know the program participants on a professional level. This means the entire staff. From the front desk, data entry, project director, all staff should know the people walking through the door and be able to answer their questions and address their concerns. It's like "Cheers" their draw was "where everybody knows your name and we're always glad you came". Second, Career TEAM, should provide alumni programs where participants are able to follow changes and updates in the program, attend Career TEAM sponsored events, and utilize services for new job search and promotions. This forms a bond of support that most programs never provide. Its ok you got a job, made our retention measurement, good luck and best wishes. We should promote, you are part of our program and always will be, we are a support to keep you moving forward and truly change your life through meaningful employment. Third and finally, to really enhance the wow factor Career TEAM should enhance their relationships with outside organizations that can help stabilize our participants beyond employment. Relationships such as parenting organizations to help them deal with the new working full time parent commitments, Food and Clothing banks, after school programs and day care, legal organizations, and political programs like"Register to Vote" and local neighborhood watch groups. Our participants in Boston have full access to these services through our case management department. It isn't enough to get some one a job, they have to be able to show up to work every day, without the threat of community violence, domestic violence, lack of food or heat, and all the other barriers that have kept them in a life of poverty. Career TEAM can't be all things to all people but we can teach our participants to successfully use the service available to provide themselves and their family with a whole and productive life.