1. DEED WorkForce Center Reception and Resource Area Certification Program Unemployment Insurance Training Review of Customer Service Practices Segment 2

2. Segment 2 Review of Customer Service Practices Customer Service Protocol Communication Styles Helping a non-English Customer Serving Challenging Customers

3. Customer Service Protocol Inquire about their visit Repeat what you heard Direct customers to information regarding: o Application options o Printed materials o Online resources o UI CSR Welcome Assess needs Confirm needs Take action

4. Directive Communication Style Based on the idea that there is one correct answer. The customer service person has the right information or solution. The premise that the customer wants some direction. 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.

5. 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?. This style is characterized by withholding judgment and advice, asking open-ended questions, and actively listening.

6. Helping Non-English Customers When communicating with a non-English customer, remember to: Create a patience and helpful environment Make eye contact Refer to the U.S. Dept of Commerce Language ID Flashcard or “I Speak” card to determine what language the customer speaks. Use basic words or gestures to indicate that you will be contacting the Language Line for an interpreter. When speaking to a Language Line interpreter, be prepared to speak on a three-way line. Resources: Language Flashcard or “I Speak” card OET Language Line pocket-size card or flyer

7. Language Flashcard or I Speak card

8. Language Line Quick Reference Guide

9. 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.

10. Discussion Point 1.If you cannot understand what language someone is speaking, what should you do? 2.If a customer is angry, what can you do diffuse the situation?

11. This completes Segment 2 training for Unemployment Insurance Thank you.