Inter-County Communication Indira Gatlin-Royster OC Child Support Services

Statewide Customer Service

Internal Customer Service The process of effectively serving others within your organization (DCSS) and/or department. Do you know who your customers are?

How is this accomplished? Level of Responsiveness –Understand the greater good that comes from helping another LCSA Level of Quality –Great internal customer service ensures great external customer service Effective Communication

vs Telephone There are advantages and disadvantages to requesting or sending information via telephone and

Why send an ? s are great when you have a lot of detail to relay to someone. You maintain a history of attempts to communicate (with a date and time); can even request a read receipt. Your issue does not need an immediate response! It provides the receiver a reference point to look back at when reviewing the issue. Most importantly, it allows the receiver to better manage their time ! You can send attachments or supporting documentation.

Etiquette Be Concise and Detailed Professional – limit abbreviations and acronyms; avoid text messaging style of writing Use correct spelling and grammar Proofread before hitting send Provide your contact information Watch your tone! IMPORTANT: Do not transmit confidential information: ex. SSN information

When to pick up the phone? You need a quick response. Note: The individual your calling may have different priorities then you, and may request to call back. You don’t need a paper trail history The issue is not too complex, and can be easily described

Telephone Etiquette Begin by identifying yourself Speak in a pleasant voice Clearly state the purpose for your call Paraphrase to ensure the receiver fully understands Request a timeline for a response

Activity Logs Activity logs are utilized to provide a narrative history of the actions and transactions that have happened on a case.

Activity Log Facts Are viewable by all CSE users Can be modified in 24 hours Can be subpoenaed by a court of law

What should an Activity Log contain? Detailed and concise information Purely the facts and not your opinion Include: who, what, when, where and why Avoid inappropriate comments

Abbreviations and Acronyms Utilize abbreviations as little as possible Avoid acronyms that are not widely known. Refer to SUMS for state approved acronym list. Remember: Anyone should be able to clearly understand your activity log entry.

Change your mentality! Our caseloads are no longer just our local LCSA cases. Customer service is statewide!