Support workshop focuses on customer service

Approximately 65 ITD support staff from throughout the state learned more about the department and its emphasis on customer service when they assembled for the annual administrative support workshop in Boise Wednesday.

In his opening remarks, Paul Steinman, chief operations officer, talked about how personal performance is directly linked to ITD’s strategic plan.

The all-day event focused on the role each employee plays in delivering outstanding customer service, both to the public and to each other.

Representatives of the Legal section, Aeronautics Division and Administrative License Suspension Unit (Division of Motor Vehicles) gave overviews of their respective offices, and Brian Greber of Boise State University presented “E is for Elate.”

Providing outstanding customer service is the sole purpose of our work, said Greber of Boise State University’s College of Business and Economics. His formula for customer service is straight forward: work smarter, take advantage of the strength of team members, care about results, commit to continuous improvement and make tomorrow’s service better than today’s.

It is a myth that customer satisfaction is key, he insisted. The reality is that customer “elation” is the key. Customer satisfaction, in itself, has little value. In contrast, customer loyalty is priceless.

Terri Deninno of the Idaho Division of Human Resources concurred. She said employees must know who their customers are and what they expect. It begins with strong communications. The top five expectations, according to Deninno, are:

  • Smile, greet and give full attention
  • Paraphrase, question
  • Provide solutions and control
  • Describe and gain agreement, and
  • Create a lasting impression

Published 11-9-2012