1. Customer Service LOS LUNAS COMMUNITY PROGRAM

2. Introduction to Customer Service Courses that will follow include: -Professionalism -Leadership -Teambuilding -Quality

3. DOH Mission: Our mission is to promote health and wellness, improve health outcomes, and assure safety net services for all people in New Mexico.

4. Icebreaker & Introductions 1. Why you started working for LLCP? 2. Why are you still working for LLCP? 3. Why you will choose to come to work at LLCP tomorrow?

5. Video: Simon Sinek How great leaders inspire action https://www.ted.com/talks/simon_sine k_how_great_leaders_inspire_action

6. People don’t buy what you do, they buy why you do it!

7. Customer Service Why do we provide exceptional customer service? So that the people who choose the Los Lunas Community Program can live the life they choose, establish meaningful relationships, foster opportunities for personal growth, and maintain healthy lifestyles in a way that is ethical, effective, and efficient leaving our customers pleased and knowing that the money they authorize for our services is well spent. How is exceptional customer service provided? By going above and beyond for a customer not only meeting their expectations but exceeding them. What is customer service? The assistance and support provided by a LLCP to those people who buy or use our products or services.

8. Who are our customers?

9. What are the qualities of people who provide exceptional customer service?

10. The Secretary’s Speed of Trust Action items!  Make time to listen to employees  Supervisors should round making time to get out and talk with employees  No negative emails; communicate in person whenever possible  Give others the benefit of the doubt  Make our intentions clear to others  Talk straight: become aware of your conversation; learn to get to your point quickly – less is more  Behave in ways that show fundamental respect for people  Behave in ways that demonstrate caring an concern  Create transparency by being honest, open and authentic; telling the truth in a way people can verify  Create a measure for an area of improvement and implement it  Model and practice sincere apologies when appropriate  Train for/implement succession planning  Clarify expectations routinely  Keep commitments  More face-to-face communication  Practice active listening  Reflect what you hear to show understanding

11. Self Actualization Exercise 1) Think of your favorite animal and write it down, then write down the three qualities you attribute to that animal. 2) Think of your second favorite animal and write it down, then write down the three qualities you attribute to that animal. 3) Think of your third favorite animal and write it down, then write down the three qualities you attribute to that animal.

12. Recap: We discussed:  the purpose of our training series  the purpose of today’s training  why all of us are here  identified our customers  defined the why, how, and what of customer service  defined the qualities of customer service  learned the secretary’s speed of trust action items

13. How do we incorporate all of this? The formula for Success:  Listen and Support Video: Tony Salvador: The listening bias http://www.ted.com/watch/ted-institute/ted- intel/tony-salvador-the-listening-bias

14. Practice  The “concerned citizen”

15. Practice  The “team”

16. Practice  The “guardian”

17. How does customer service relate to why we are here? Let’s review the why!

18. Why do we provide exceptional customer service? So that the people who choose the Los Lunas Community Program can live the life they choose, establish meaningful relationships, foster opportunities for personal growth, and maintain healthy lifestyles in a way that is ethical, effective, and efficient leaving our customers pleased and knowing that the money they authorize for our services is well spent.

19. So what is our mission? Draft: It is the mission of the Los Lunas Community Program to promote a person-centered philosophy and provide ethical, effective, and efficient services and supports that assist those we serve to live the life they choose, establish meaningful relationships, foster opportunities for personal growth, and maintain healthy lifestyles.  What would you add?  What would you remove?  What would you change?

20. Thank you for all of your hard work!!!