Customer Service 101
The two types of customers
The ongoing monitoring of services and service delivery.
What is Case Managment?
Formal and Informal
The definition of demand-driven.
What is having business guide the way in which deliver our services in our workforce systems. They are our first customers.
The second planet from the sun
What is the Venus
The most basic of all customer needs, often associated with being greeted graciously and with a smile.
A system which coordinates the processes through all components of a program
What is Effective Case Managment?
This instrument is designed to measure what it claims to in a reliable way.
What is a formal assessment?
Outreach, Recruitment Strategies, Messaging, Branding, Marketing and Sales make up this step in delivering Business Services
What is Engagement (Step 1) of the CBSC Process?
Capital of Michigan
What is Lansing?
This represents the need for a customer to feel they have an impact on the way things turn out.
The first three reason we make changes to our programs/services.
What are the customers?
Wages,Occupations, Soft Skills, Technical Skills, Education/Experience
What are the key elements of a comprehensive career pathway?
This integrates workforce and economic development principles to create responsive, flexible programming that is customized to meet the needs of individual businesses or industry clusters
What is Key Element 1(Multi-Partner Collaboration) of the Demand Driven System?
The winner of the the 2016 World Series
The three methods by which you can deliver customer service.
What are In-Person, Over the Phone, and Technology (email, text, etc.)?
The customer experience informs policy making decisions.
What is customer centered design?
What is the acronym for Specific, Measurable, Attainable, Realistic and Timely?
To prepare job seekers to meet customer demand, CBSCs should understand what sectors, industries and jobs make up the local labor market, and they must engage in research and relationship building with those businesses and industries
What is key element 4 (Dual Customer Approach) of the demand driven system?
Making it in the hole 3 strokes less than par in golf
What is an albatross?
The skill that is mostly closely related to understanding a customers needs.
What is Reflection?
Build Strong Relationships, Paid Work Experience, Educate Job Seeker, Making the Match, Follow-up & Incentives, Be flexible
What are job placement strategies?
The Four Steps of the CBSC process.
What are Engagement, Discovery, Solutions and Follow Up?
In 2024, Patrick Bertoletti made history when he won a national contest for consuming 58 of these in just 10 minutes.
What are hot dogs?