Customer-Centered Service Delivery Curriculum

This guide is designed to help you take what you’ve learned and confidently lead your team through the Customer Centered Service Delivery Curriculum. As a facilitator, your role is critical in ensuring that the principles and practices introduced during training are consistently applied.

This guide provides practical tools for preparing for the training and for the training days.

Training Preparation Resources includes:

  • Training at a Glance with Notes and Instructions
  • Characteristics of a Good Facilitator – tips and strategies
  • Cheat Sheets
  • Supply List
  • Examples

Training Day Materials includes a folder for each portion of the training, which includes:

  • Power Points with Scripts and discussion prompts
  • Activities
  • Review Questions
  • Handouts and Worksheets

This toolkit provides strategies to reinforce key concepts, address challenges, and maintain a focus on creating a customer-centered experience. Use it as a roadmap to structure sessions, answer questions, and model the behaviors that will help your team succeed in implementing Customer Centered Design. Remember, the goal is not only to implement a new system but to foster a culture where the customer truly comes first.

 

In Illinois, customer-centered service means designing workforce programs and services around the unique needs, strengths, and aspirations of each participant. Rather than applying a one-size-fits-all approach, career planners work collaboratively with individuals to understand their goals and challenges, empowering them to make informed choices. This approach ensures that every participant receives personalized support, leading to more meaningful engagement and better long-term outcomes.

  1. Overall Philosophy of a customer-centered approach.
  2. Change: how people change, why they change, stages of change, what strategy to use as people are in various stages of change, and how to elicit change talk.
  3. Techniques for motivational goal setting.
  4. How to avoid traps and roadblocks in formatting an engaging relationship with the participant.
  5. Five techniques that build motivation and participation.
  6. How to use a customer-centered approach in assessment, career decision-making, ongoing case management, job search, and job retention.
  7. How to use customer-centered techniques and strategies to re-engage participants.

Curriculum Developer

Jodie Su Kelly – Employment Training Program Provider 

  • In over four decades of work in this field, Jodie Sue Kelly has won wide recognition for her innovative, practical, and entertaining workshops and webinars. As an employment and training program provider, she doubled enrollments in an award-winning program she directed for dropout youth. She co-founded Cygnet Associates in 1984 to help agencies devise more effective strategies for recruitment, placement, advertising, retention, and motivation. In 2004, she was awarded the NAWDP Professional Development Award for Advancement in the Profession. In 2013, she was recognized with the Commitment in Action Award by the Oregon Employment and Training Association. She is a frequent speaker at NAWDP, Southeast Employment Training Association, and other regional and national conferences. She has a master’s degree from George Mason University and a bachelor’s degree from California University of Pennsylvania.