Customer Service

 Goal: To improve/resolve the issue at hand* *Not necessarily to “fix” the person What is the Goal of Customer Service?

What IS good customer service?

 Good Customer Service:  Is active—NOT PASSIVE  YOU take the initiative to resolve the situation  Acknowledges errors  Is future oriented—does not dwell on the past. (Switches conversation towards what we can do NOW)  Politely informs the person when he or she has made a mistake AND how we can resolve the situation  Creates an opportunity to turn a negative situation into a positive experience What IS good customer service?

 Don’t take what the person says or does personally  Most of the time, it’s not you they are upset with  Don’t take the problem personally  It’s not your fault most of the time. And if it is, own up to it. People make mistakes it’s okay!  The person should never berate you, if this is happening refer them on to professional staff  How many people should be working with a customer at one time? Important Things to Consider:

1.Recognize when customer service might be necessary 2.Respond 3.Introduction 4.Make sure you fully understand the problem 5.Evaluate the problem and develop a response plan 6.Do what you say you will do 7.Follow up with the individual The Response Process

 Why is the person acting the way they are?  What might draw your attention to the person/people?  How do people act when they have a concern or a problem? 1. Recognize When Customer Service Might Be Necessary

 The HARDEST part  It is so much easier to walk away, or refer them to someone else  Show empathy and understanding to the situation and have confidence in your ability to help 2. Respond

 Be friendly  Introduce yourself (“Hi my name is..”) and let the person know your position  Acknowledge the Problem  “How can I help you?” 3. Introduction

 Let the person explain and once you think you understand, find an appropriate time to break in (if venting/rambling is occurring)  Take the time to explain the problem back—BE SURE THAT IT IS CORRECT. 4. Make Sure You Fully Understand the Problem

 Let the person know EXACTLY what you can and cannot do in the given situation  If you can do something, tell the person what you will do, how long it will take, and how you will keep them informed  If you CANNOT do something and/or the person is not satisfied with response, refer them to a professional staff member 5. Evaluate the Problem and Develop a Response Plan

Referring: 1 st. Evaluate  Do you have the knowledge and/or tools to resolve the problem? 2 nd. Think of professional staff members who can most effectively help them  Based on their knowledge  Proximity (might be closer, saves time)  Resources they have available 3 rd. Make a clean “hand-off” 5. Evaluate the Problem and Develop a Response Plan

 The most critical step and one of the most overlooked  Example: If you say you are going to find them a resource (number, name of building, etc.)—DO IT! 6. Do What You Say You Will Do

 When you see the person later on in the program, ask them how everything is going  Did everything get taken care of?  Is any follow up necessary?  How is orientation so far? 7. Follow Up With the Individual

SCENARIOS!!