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Customer Service

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by

Freddie Zuniga

on 17 October 2012

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Transcript of Customer Service

GAIN 1 GAIN
Greater Avenues of INdependence

CalWORKs
Requirements
Excemptions
2 GAIN OBJECTIVES: Remove Barriers to Employment
Address any supportive service need
Identify Regulations
Maintain a professional image
Be resourceful
Identify customer needs
Use and apply effective communication
Exceed customer expectations 3 GAIN Flow:
CalWORKs Recipients are Mandatory
GAIN Appraisal Appt
Rules and Regulations
Basic Needs and Barriers
Referral to Next Activity
4 5 5 Job Club 4 Week Job Readiness Program
5 Job Club and LACOE
Los Angeles County Office of Education handles the Job Club assignment for GAIN.
1st week is soft skills preparation classes, resume writing and interview techniques.
2nd week job search starts and ends on the 4th week.
Every Participant is assessed while at Job Club in the 4th week. 6 Assessment An assessment is conducted to establish a participants needs and barriers.
It will establish the educational grade level.
The Assessment is conducted by a certified career and vocational assessor.
7 DPSS MISSION STATEMENT
“To Enrich Lives Through Effective and Caring Service” The Mission Statement also supports the DPSS philosophy, which is as follows:

We believe that we can help those we serve to enhance the quality of their lives, provide for themselves and their families, and make positive contributions to the community. 8 DPSS MISSION STATEMENT
“To Enrich Lives Through Effective and Caring Service”
We believe that to fulfill our mission, services must be provided in an environment which supports our staff’s professional development and promotes shared leadership, teamwork and individual responsibility. 9 DPSS MISSION STATEMENT
“To Enrich Lives Through Effective and Caring Service” We believe that, as we move toward the future, we can serve as a catalyst for commitment and action within the community, resulting in expanded resources, innovative programs and services, and new public and private sector partnerships. 10 BENEFITS OF GAIN
Supportive Services
Mental Health, Substance Abuse and DV.
Training and Education. 11 Training and Education
Based on the participant's Assessment.
GAIN will provide supportive services for training.
Tools, books, uniforms and Supplies.
12 TRAINING Participants will be referred to a public school or to a Work Source Center for Private training facilities.

At public school, GAIN most like will cover the participants needs for training.
At a private facility, GAIN will not pay for tuition. However, supportive services as covered. 13 14 Supportive Services Mental Health.
Substance Abuse.
Domestic Violence.
Supportive Services take priority. 14 Participant obtains unsubsidized employment.
Participant completes the GAIN flow and is ready for next activity. 15 16 TSE Temporary Subsidized Employment.

32 and 35 hours per week.
$8.00 per hour
6 month program
PWE or OJT
TSED 16 TSED Temporary Subsidized Employment Demonstration Project.

3 year tracking program.
3000 participants in LA County.
Random Assignment
PWE, OJT and Control. 17 GAIN 18 PROJECTING A PROFESSIONAL IMAGE First impressions:
People see you first and hear you later
Appearance and Grooming:
Attention to attire is important when projecting a professional image.
How may I Help You? – Everyone who comes in contact with you wants to be treated nicely, fairly and promptly. 19 WHAT DOES IT TAKE TO HAVE A PROFESSIONAL IMAGE?
Business Ethics and Integrity:
Integrity is displayed by honesty and
truthfulness in our actions. Ethics is
displayed by doing optimal performance,
avoiding conflict of interest, and/or
breach of conduct. 20 WHAT DOES IT TAKE TO HAVE A PROFESSIONAL IMAGE? Prepares for interviewing
Minimizes all interruptions, such as cell
phones.
Seeks guidance of a supervisor when
information is not known.
Work Space and Work Habits:
Have an organized desk and ensure your supervisor and co-workers are able to locate information on your desk.
Ensure Case Comments 21 EFFECTIVE COMMUNICATION 22 EFFECTIVE COMMUNICATION
Written and Verbal Expression:
Effective communication is an essential part of providing good customer service. 23 COMMUNICATION IS COMPOSED OF THREE DIMENSIONS:

Verbal (words)
Vocal (tones)
Non – verbal (body language) 24 COMMUNICATION ACTIVITY What do you think is the impact of these dimensions on the overall communication process?

Verbal 7 %
Vocal 38 %
Non – verbal 55 % 25 EFFECTIVE COMMUNICATION Non – Verbal communication is anything that can alter or reinforce the message in any form of communication.
Examples of non – verbal communication:

You are attempting to communicate warmth, yet you avoid eye contact while the customer is trying to communicate a message to you. 26 EFFECTIVE COMMUNICATION Examples of Non – Verbal communication:
Your customer is communicating a service request message to you during initial contact and your body movement is hurried and rushed.
You leave your customer on hold for a prolonged period of time during a phone call. 27 BODY LANGUAGE
Decoding Non – Verbal Messages
You can listen with your eyes:
Nervousness
Confidence
Frustration
Cooperation/Openness
Anger
Evaluating/Judging 28 ACTION SPEAKS

Like the tone of your voice, gestures or body language also plays a large part in providing good customer service. Your body language portrays a picture of how you really feel about the situation to your customers. 29 COMMON GESTURES TO AVOID Gesture Type  Gesture Implication
Arms folded  Closed, unreceptive,
across chest suspicious
_________________________________________________________
Hands covering  Lack of confidence
mouth while speaking or belief in solution
_________________________________________________________
Leaning Forward  Not Interested
against an object
_________________________________________________________
Avoiding eye  Feeling of negativity
contact not listening 30 EFFECTIVE COMMUNICATION The best way to approach each customer service situation is to view a customer as if he/she were a loved one.

The customer deserves the same treatment and respect you would give a loved one. 31 REQUIRED PERSONAL TRAITS FOR CUSTOMER SERVICE PROVIDERS SHOULD BE:

Customer-focus
Professional and polite
Confident
Flexible and reliable
Courteous and caring
Positive attitude and proactive
Good active listener
Energetic and enthusiasm
Able to handle stress
Respectful 32 ONE MODEL OF COMMUNICATION USED IS THE “3 C APPROACH TO COMMUNICATION”

Contact
Clarification
Closure ACTIVE LISTENING

Attentive Behaviors
Attentive Body Language
Active Vocal Language
Summarize the closure in conversation
Respectful and Effective Use of Silence 34 BARRIERS TO EFFECTIVE COMMUNICATION

Use of language that is difficult to understand
Use of jargon, including acronyms
Language difference: Identify language needs
and paraphrase for clarification. DO’S & DONT’S FOR ACTIVE LISTENING Do
Encourage the customer to continue communicating
Clarify what the customer said
Restate/paraphrase in your own words
Respect customers feelings
Use open-ended questions 36 DO’S & DONT’S FOR ACTIVE LISTENING
DO
Be aware of non-verbal cues
Pay attention/be attentive
Empathize and try to put yourself in the other person’s place to understand his/her experiences and feelings. 37 DO’S & DONT’S FOR ACTIVE LISTENING
Don’t
Assume or blame
Interrupt or argue
Pass Judgment
Joke or use sarcasm
Give advice Share your own story
Threaten
Make promises you can’t keep 38
EXAMPLES OF POOR CUSTOMER SERVICE Phrases to avoid:
I’m on break…
I’m off in 10 minutes…
I’m too busy, find someone else to help you…
It’s not in my job description
You’re in the wrong department…
I have no idea, sorry… 39 IDENTIFYING CUSTOMER NEEDS In the workplace, one must prioritize, interpret the participant’s needs and determine which need requires your immediate attention.
The customer service professional will use kindness, empathy, and effective communication. 40 THREE (3) BASIC CUSTOMER NEEDS:

Make the customer feel welcomed
Make the customer feel important
Make the customer feel understood 41 BASIC CUSTOMER NEEDS

Professional
Kind
Empathetic
Effective
Knowledgeable 42 THE 4 A’s IN MEETING THE CUSTOMERS’ NEEDS: I. Available
There is a service available to help remedy a need.
To be available means:
Being at work during our regular working hours.
Attending to our participants promptly
Answering telephones promptly 43 THE 4 A’s IN MEETING THE CUSTOMER’S NEEDS
II. Accessible
No barrier should exists which will prevent an available service from being obtained.

Supervisors should ensure that the in baskets are cleared on a regular basis.
Supervisors/Managers should keep staff informed 44

THE 4 A’s IN MEETING THE CUSTOMER’S NEEDS

III. Acceptable
The type of service is consistent with the Participant's needs.
Consider the participant’s social and psychological state and the time needed to provide the service.
Is the participant socially adept?
Is the participant literate?
Is the participant able to follow instructions? 45
THE 4 A’s IN MEETING THE CUSTOMER’S NEEDS
IV. Appropriate
The service is potentially effective in resolving a need.
Meeting scheduled appointment time
Assisting the participant
Determining eligibility
It is at that point that we have completed the customer’s request and resolved their need. 46 TELEPHONE TECHNIQUES General Guidelines:
Before you answer the telephone, take a deep breath, and smile
Be pleasant, courteous and professional at
all times
Be prepared with message paper and a pen
Understand how your telephone system operates and become proficient at using the various features
Answer calls within three (3) rings; duty or not available
Speak in a professional manner. 47 TELEPHONE TECHNIQUES Conversation/Message:
Identify your department, district/region,
and your name.
Use salutation
Use the customer’s name
Volume
Listen Carefully
Use common courtesy words
Don’t use speaker phones
Tactfully end the call
Say “Thank You”!!! 48 HANDLING DIFFICULT CALLS Remain calm
Identify the problem
Assist the caller
Give correct information or transfer the caller to the correct party 49 WHEN ANSWERING CALLS Phrases to Avoid “He/she hasn’t come in yet.”
“I don’t know where he/she is.”
“She’s/he’s still at lunch.”
“We can’t do that.” Phrases to Use “She’s/he’s not available right now, may I take a message or how may I help you?”
“I’m sorry, that’s not handled by this section, however….” 50 DEALING WITH DIFFICULT CUSTOMERS 51 ATTITUDES BE:
Caring
Empathetic
Sincere

ENSURE TO:
Build a rapport 52 PROFESSIONAL BEHAVIOR PROFESSIONAL BEHAVIOR

You are expected to:

Provide acceptable/professional behavior
Inform the customer what they can expect
Explain carefully what YOU can & can’t do
Provide the options for remedy 53 EXAMPLES Do not use profanity or inappropriate language.
Do not use provocation.
Keep your voice calm, firm, & confident.
Take the time to listen to the customer’s concerns. 54 ANGRY CUSTOMERS
Anger is often a result of hurt, frustration,
or loss.
To diffuse anger, acknowledge the emotions
with:
“That must be hard to deal with”,
“This situation must be difficult for you and your family”.
How can I help you? 55 “YES, BUT….” CUSTOMERS

When dealing with a “yes, but” customer, it's
best to use a statement such as:
“I have provided all the resources that are available to you”. 56 ARGUMENTATIVE CUSTOMERS

It is best to agree with the customer’s
feeling when the participant wants to
argue.

It is hard to argue with someone who is
agreeing with you. 57 COMMUNICATION


When you are unable to agree with a
statement; it is best to agree with the
feelings.
“If I felt I had been given the runaround, I’d feel frustrated too.”
Apologize when appropriate
Acknowledge
Ask supervisor for assistance; follow chain of responsibilities. 58 COMMUNICATION Do’s

Be clear, specific and to the point
Be prepared and organized
Present facts logically
Ask specific questions
Tackle issues with facts only
Provide win/win solutions
Provide a choice of options 59 COMMUNICATION Don’ts
Ramble or waste time, their time
Look disorganized, lose things
Chitchat, idle gossip
Cloud issues, leave loopholes ask unnecessary questions
Personalize the issue
Force the customer into a losing situation
Make decision for them 60 SURVIVAL SKILLS

Distance yourself from the difficult behavior

Don’t take things personally
Remain objective
De-brief with supervisor after upsetting interactions
Review lessons learned 61 FOLLOWING THROUGH ENSURES THE CUSTOMERS NEEDS HAVE BEEN MET
BE SURE TO DOCUMENT CASE COMMENTS ALWAYS!!!!!

If needed, refer to supervisor for assistance. 62 CONFIDENTIALITY

Customers have a right to privacy so long as their actions are not harmful to themselves or others

The right to privacy is both a highly significant value and a standard that is written into Social Services Law

Any revealing use of customer information is demeaning and illegal 63 VALUE OF INDIVIDUALITY . “YOU” are DPSS

All customers, internal or external, must be treated with dignity and respect.

Project a professional image and display a positive attitude.

Do your best to make each customer contact a positive one.

Become knowledgeable to the Department’s services in areas other than your own.

Regardless of your position, each employee has a valuable role to play in the Department. 65
ACCOUNTABILITY

Accept personal responsibility for your workload.

Never make up answers when you don’t know the answer.

Build a resource file so you may better serve the customer’s needs.

Be a “TEAM” player 66
RELIABLE

When you commit to something, just do it

Report to work timely

Prepare for meetings/events in advance 67 REDEFINE SUCCESS Focus on the attainable

Recognize when you can go the extra mile in doing something else for your customer

Measure success based on your progress, not the short term outcome 68 DPSS REGULATIONS VIP Inquiry Procedures

Establish VIP Liaisons (HSA I) in each district office.
Complete VIP Inquiry Response form within established time periods.
Initial Response 3 hour limit
Final Resolution of 24 hours
Central Staff/VIP Liaison maintains participant contact throughout VIP process. 69 DPSS PERSONNEL MANUAL REFERENCES AD 4506 Customer Service Representatives Responsibilities

Section 8210 - Use of County Phones

Section 9410 - Supervisor’s Role in Disciplinary Action

Section 9700 - Example of Causes for and the Nature of Disciplinary Actions 70 SPECIAL ACKNOWLEGEMENT DPSS WOULD LIKE TO EXTEND A THANK YOU TO THE FOLLOWING AGENCIES FOR PROVIDING INFORMATION/RESOURCES USED FOR THIS TRAINING:

San Diego County
San Bernardino County
Freddie Zuniga for a great presentation!! 71 WHEN ANSWERING CALLS Phrases to Avoid “He/she hasn’t come in yet.”
“I don’t know where he/she is.”
“She’s/he’s still at lunch.”
“We can’t do that.” Phrases to Use “She’s/he’s not available right now, may I take a message or how may I help you?”
“I’m sorry, that’s not handled by this section, however….” 50 VALUE OF INDIVIDUALITY . Involves recognizing the uniqueness and diversity among individuals, including:

Lifestyle
Culture
Feelings
Problems
Weakness and strength 64 GAIN SUCCESS
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