Cassandra McGilbray, Director The Chickasaw Nation Office of Child Support Services

Topics of Discussion

“Strengthening Families” Effective Casework “Strengthening Families” What is your mission?

First Impressions First impressions define a customers perception of you and your program Establishes a customers level of cooperation. Statistics - 5:1 ratio

Effective interviewers have a variety of strategies & techniques. Where Do I Start? Effective interviewers have a variety of strategies & techniques. Understanding your Interpersonal Relationships/Skills Acknowledgement of vital component …Exemplary Customer Service

Customer Service Skills “a series of activities designed to enhance the level of customer satisfaction” Consider both customers needs and expectations Know who your customers are External customers Internal customers Consistency in services Effective service every time. Customer service is the cornerstone of what we do

Customer Services Skills Cont… Professionalism Knowledgeable staff Professional appearance Prepared and organized Empathy – fair - respect Prompt Attention and Acknowledgement Eye contact Welcoming - friendly greeting Be on time Personal Attention Personalized service Address customers by name Create a Calm, Open Environment Eliminate distraction Room arrangement Private location for interview

Customer Service Skills Cont… Clear Communication Be prepared open ended questions and feedback Effective Listening Encourage Restate Reflect Summarize Patience Use time effectively Closing Ability Everything's taken care of? Follow up actions

Interpersonal Skills “skills used by a person to interact and communicate with others” Effective Communication Listen and comprehend Choose your word Assertive Communication Clear and balanced Anger Management Evaluate and understand Conflict Resolution Mediation Model Teamwork Teamwork = success Be Positive Happy face Reflect and improve Learn from past experiences

GROUP ACTIVITY: INTRODUCTIONS

I DIDN’T SAY THAT SHE STOLE THE PURSE Communication Skills “Seek first to understand, then to be understood” - Stephen R. Covey Non-verbal Communication Tone of Voice Body Language The Power of Listening F.L.A.T (Focused Listening and Talking) Message breakdown 7% verbal/spoken words 38% tone of voice 55% body language Verbal Communication Words Spoken I DIDN’T SAY THAT SHE STOLE THE PURSE

Tactics for Handling Difficult Customers Utilize Skills Discussed! Be a Good Listener Think before you Respond Empathize Personalize Situation Recognize Underlying Factors Resolve & Summarize Involve Management

The Angry Customer Maintain Focus and Control Listen and Provide Feedback Be Supportive and Empathic Allow Customer to Vent Acknowledge Errors – Apologize Negotiate a workable solution Communicate Results

Group Exercise Presented by: Meekin Norman Modoc Tribe of Oklahoma

Cassandra McGilbray Office of Child Support Enforcement The Chickasaw Nation Office of Child Support Enforcement Cassandra.mcgilbray@chickasaw.net 580-436-3419