1. DEED WorkForce Center
RRACP
Module 2
Unit 2: Customer Service

2. Unit Competency Statement and Learning Objectives
Know the customer service protocol and understand the importance of and how to provide high-quality customer service.
Learning Objectives:
Three Elements of Service
The Goals of Service
The Customer Experience 2

3. Learning Objectives Three Elements of Service Proficiency Personality
Passion
The Goals of Service
Building Trust
The Customer Experience
Customer Service Protocol
Directive and Discovery Communication Styles
Staff and Customer Process Aids 3

4. Providing Excellent Service
Picture of
topic
Jack Mateffy

5. Three Elements of Service
Learning Objective 1
Three Elements of Service
Proficiency
Personality
Passion
Three

6. Individual Exercise
Using the Passionwerx™ What Are You Passionate At Work?© cards below:
1. Choose one cards that represent what you’re most passionate about in your work
Write your definition of the card you’ve selected
Write where this passion originated and when you first noticed it. (parents, always been there, etc)
4. Provide an example of when this passion was being expressed/fed at work
6. Indicate, on a scale from 1 to 10, how well this passion is being expressed currently in your job. Rating grid: 1= Never express this passion at work, 10 = Consistently express it at work

7. Three Elements of Service7

8. Passion Drives Proficiency & Personality
Customers can feel your passion!
Proficiency & Personality

9. What Servicing Customers Gives You
The opportunity to apply your proficiencies to assist customers with their needs and change lives.
The stage to let your personality and character be used to guide customers in a new direction.
A chance to feed your work-related passions.

10. Discussion Point
When was the last time you saw someone with passion serving customers?
How did you know she/he was sincerely engaged with the customer?

11. Three Elements of Service KEY POINTS
Proficiency, personality and passion are the three elements of service.
Passion drives proficiency and personality.
Servicing customers gives you the opportunity to apply your proficiencies and use your personality to assist customers with their needs and guide them in a new directions.

12. Learning Objective 2
The Goals of Service
Building Trust 12

13. Building Trusting in??? Whom: You Themselves What: Your guidance
Their willingness to use what you’re offering
Their ability to change their thinking 13

14. Discussion Point What do customers who trust you do and say?
How do customers that have learning to trust their own thinking do and say?

15. Problematic To Normative Thinking
Threatened
Self protecting
Suspicious
Resistant
Normative:
Open
Responsive
Listen
Turn advice into action 15

16. Discussion Point
How do you help job seekers move from problematic to normative thinking?

17. The Goals of of Service KEY POINTS
Trust is a crucial element in the decision-making process.
Transforming problematic thinking to normative thinking illustrates excellent customer service.
Characteristics of problematic thinking: problematic:
threatened, self protecting, suspicious and resistant.
Characteristics of normative thinking: openness, responsive, listening and turning advice into action.

18. The Customer Experience
Learning Objective 3
The Customer Experience
Customer Service Protocol
Directive and Discovery Communication
Staff and Customer Process Aids 18

19. CUSTOMER SERVICE PROTOCOL19

20. Discussion Point
Why does serving your customers require more than being courteous?

21. Customer Service Protocol
Greet Customer
Engage Customers
Assess the customer’s needs
Ask Qualifying Questions and Redirect
Uncover Needs and Goals
Confirm needs
Take Action Steps 21

22. 1. Greet Customers Make eye contact Create a greeting that includes:
Your name
What you do at your WFC
Your willingness to help 22

23. 2. Assess the Customer’s Needs
Ask Qualifying Questions and
Redirect
Job seeker or business?
Familiarity with WFC?
Work on your own or need help?
What experience do you have at this WFC?
Redirect them
Make introductions when possible 23

24. Uncover Needs and Goals
Discover where they are in the process
Offer a process guide/aid
Find out the results they want to achieve
Suggest they focus on one or two goals at a time
Confirm their responses by taking notes and summarizing 24

25. 3. Confirm Needs Ensure you understand the customer’s needs by
confirming them.
Repeat the customer’s needs in your own words. 25

26. 4. Take Actions Steps Ask customers to write down action steps.
Be specific when describing a program, workshop, or resource.
Describe up to three actions.
Ask customers to circle items on flyers.
Offer to clarify if they look confused.
Make introductions when possible. 26

27. Discussion Point
Where in this Customer Service Protocol do your passions for work most often get fed/expressed?

28. Too Much Traffic? Have a suggested starting point for new walk ins.
Resist the urge to give a detailed tour of your WFC.
Look for confirmation when you redirect.
Hand them no more than three flyers at a time.
Remember that although their needs may be great, they can only process three to four pieces of information. 28

29. Serving Challenging Customers
Recognize customers’ anger, frustration, and
impatience for the fear it often represents.
The key is to quickly find a way to help them gain some control over their situation.
Ask, Is there anything specific you need help with?
Allow angry people time to calm down and regain perspective.
Restate their goals when customers are confused or become tentative.
Disengage when you feel threatened physically or emotionally or when the conversation isn’t productive. 29

30. DIRECTIVE AND DISCOVERY COMMUNICATION STYLES30

31. Directive Communication Style
Based on the idea that there is one correct answer.
The customer service person has the right information/solution.
That the customer wants advice.
Most effective when giving instructions, explaining programs, directing people to resources, and demonstrating proper completion of a task.
This communication style can be characterized as one person “telling” another what, how, or when to do something. 31

32. Discovery Communication Style
There could be a number of answers.
The customer is the best person to ask and answer, What’s the best solution for me?
Job seekers are more likely to implement their own ideas.
This style is characterized by withholding judgment and advice, asking open-ended, and actively listening. 32

33. Discovery Communication Advantages
Provides guidance tailored to each job seeker’s situation.
Improves thinking skills.
Builds confidence in judgment.
Accelerates learning.
Stimulates creativity.
Improves problem-solving
skills. 33

34. Discovery - Fostering Questions
What specifically did you come here to do?
What has worked for you in the past?
What kind of job would give you a greater sense of purpose?
When will you apply for that position?
How would you like me to help you?
What resources have you used this week?
What did you take away from the last workshop? 34

35. Discussion Point When have you used the directive communication style?
When have you used the discovery communication style?

36. STAFF AND CUSTOMER PROCESS AIDS

37. Process Aids Deliver the information when its needed
Come in many forms
Save staff time
Outline best practices for job seekers
Teach customers how to use the WFC
Give customers and staff practical tools for taking control
Change the depth of customer questions

38. Process Aid Example 38

39. Process Aid Example 39

40. The Customer Experience KEY POINTS
The customer service protocol: greet customer, assess customer’s needs, confirm needs and take action.
The situation dictates the proper use of either directive communication or discovery communication.
Directive communication can be characterized as one person “telling” another what, how, or when to do something.
Discovery communication provides guidance, improves thinking and problem-solving skills, builds confidence and learning and fosters questions.
Process aids facilitate the WFC orientation process.

41. Recap
To serve customers effectively requires proficiency, personality, and passion.
We are at our best when we express our work-related passions.
The goal of serving customers is to build their trust in us and themselves.
We serve customers by greeting engaging them, asking qualifying questions, uncovering their needs and goals, confirming their action steps, and offering the resources they need.
To guide customers, use the directive and discovery styles of communication. 41

42. This completes our training unit.
Thank you!