Section E Attachement E GSA's Customer Service Expectations..pdf

Administrative and Technical Support Services, GS-08P-11-JE-D-0006 Section E, Attachment E, GSA’s Customer Experience Expectations

The following document contains excerpts from internal training manuals or “playbooks” which GSA sets expectations of how to interact with GSA customers. It is through these playbooks actions are described which will ensure successful customer relationships will be established and/or continued.

All interactions with a customer are based on the following model:

The Five Key Interactions serve as the foundation for all of GSA’s customer-facing business processes.

They define both our business process and our philosophy in relating to our customers.

The business process is a standardized procedure, complete with instructions, resources and products to produce a consistent customer experience every time.

The philosophy can be summed up as, “It’s about the customer.” Yes, we are a Federal agency. And, yes, we must operate within legal, regulatory, budgetary, and practical constraints. Every other service provider must operate within these constraints as well! If we can’t observe the rules and still provide responsive and personalized service, others, including our customers themselves, are increasingly willing to try.

“Do all we can to enhance the relationship” relates each of the Five Key Interactions to our goal of creating trust-driven relationships with our customers.

Every PBS associate knows that it is critical to get the basics of serving the customer right. As a popular text on customer service puts it: “When the moments of truth go unmanaged, the quality of service regresses to mediocrity.” Mediocre service will not create the level of customer confidence needed to excel at our business strategy. To achieve that goal, we must be disciplined and relentless in managing the moments of truth so that we not only meet our customers’ expectations, but exceed them.

1. Conduct A Needs Interview

2. Confirm Requirements

3. Present Options

4. Document Agreement

5. Deliver As Promised

& Follow-up

D o a ll w e c a n t o E n h a n c e th

R e la ti o n s h ip

1. Conduct A Needs Interview

2. Confirm Requirements

3. Present Options

4. Document Agreement

5. Deliver As Promised

& Follow-up

D o a ll w e c a n t o E n h a n c th

R e la ti o n s h ip

Administrative and Technical Support Services, GS-08P-11-JE-D-0006 Section E, Attachment E, GSA’s Customer Experience Expectations

Perfecting the A Case and Getting to the B Case

PBS’ strategy of being “THE choice for Federal workplace solutions” depends on our customers viewing our organization as a proactive partner who helps them succeed with their missions. We call this the B Case. In order for customers to see us in that role, we must do an excellent job in our day-to-day performance by responding to their needs and gathering and sharing information. We call this role the A Case.

The consistency created through the OMP and TMP provides the foundation for strategic relationships. Performing well in the A Case helps us gain permission from our customers to elevate the conversation from tactical to strategic.

Strategic interactions may include activities such as:

Intentionally contacting the customer to gain a better understanding of their long-term requirements Sharing aggregate financial information with the customer on a consistent basis Providing customers with valued information they need to make educated business decisions about their long term needs Creating and implementing ways to tailor PBS services to better fit the customer’s need Developing and/or ensuring Customer Business Plans (CBPs) are adhered to

The Aspects of Customer Engagement

A review of best practices reveals that when large construction projects succeed, it is because PBS has engaged the customer in three ways:

1. Created a strong ongoing relationship.

2. Educated the customer about the process and all of its intricacies.

3. Created realistic expectations.

These three aspects of customer engagement are essential to create and maintain a B Case Relationship in Large Construction Projects. They pervade the entire process from planning to acceptance, and if done persistently will guarantee the success of the project.