Some service firms and even government agencies utilize contractors that specialize in evaluating customer service, etc.
Be interesting if CAP ever had a contract for individuals to visit random or even selected units throughout the US to evalute their treatment of potentially new members who walk through the door.
Might prove to be very insightful. >:D
RM
Did this post have a point, or were you TROLLing again?
It may be cost prohibitive, but the idea in general, it actually makes sense on some levels. Having been through the training RM spoke of, you can actually learn things. In my airline career, I started out in customer service, thought I learned alot, but not everything. Now working IT support in aerospace, my employer put us through customer service training provided by a contractor. That "not everything' area was larger than I thought after starting the training.
How would this apply to CAP? For example, what happened to the person that visited the one meeting, possibly two, but never came back? Approaching two people in the same manner can produce two different results. One person can be turned off, one can become comfortable.
Respectfully,
We wouldn't be able to afford the kind of customer service auditors you speak of however, it may be a good idea to add a customer service curriculum to SLS or CLC. It even may be a good idea to have a customer service seminar series geared to CAP for presentation to squadrons on a regular basis. We need to be reminded we are also here to bring in, not only new blood but, to keep that blood circulating through the system.
Quote from: FW on August 15, 2010, 01:19:45 PM
We wouldn't be able to afford the kind of customer service auditors you speak of however, it may be a good idea to add a customer service curriculum to SLS or CLC. It even may be a good idea to have a customer service seminar series geared to CAP for presentation to squadrons on a regular basis. We need to be reminded we are also here to bring in, not only new blood but, to keep that blood circulating through the system.
I would agree that funding would be an issue. HOWEVER, sometimes customer evaluation companies might be willing to provide some free (tax write off) services so they can advertise that they helped an organizations such as ours. One never knows unless they ask.
IF we add a customer service training module to SLS or CLC, how does that impact the total hours requirements? Surely we don't want that course to get much longer than it is. :-\ Also do we train in general customer service or specific issues we have found.
I think that recruiting the right senior members, who will contribute to the organization, and have reasonable expectations as to what the organization can do for them can be a real challenge. Also the retention of senior members. Do we really need somone who shows up once a month at a meeting & contributes very little to the unit overall :-\ (Generally the unit commander is going to determine IF a member is contributing enough to the unit to warrant retention, OR at least a frank discussion about the units needs with the individual and a request to assist more).
On the retention end, I think that it is pretty easy for anyone in the chain of command to generate a questionaire to be sent to the former members if they don't renew (after 3 months). Might even be easier to make a phone call. Generally, it might be a good idea to have other than the unit of assignment make the followup (e.g. group, wing, region, or national level).
Recruiting wise that is more difficult, unless you formalize a recruiting log for anyone that visits the unit with specifics (name, contact tel#, mailing address, email, gender, race, ethnic background age group, & disposition (e.g. joined/never came back). Then a decision will have to be made on who in the chain of command does a followup on these. The cavet on this is as we all know there are potential senior member (and cadet) recruits that may have expectations that realistically can't be met by the unit OR may exhibit some personality traits/attitude that may not be compatible with what CAP is about. So therefore they don't join.
What needs to be avoided is a witch hunt type mentality from higher headquarters in any followups that are done.
RM