1 Client Service through RESPECT ™

 RESPECT

 Respond quickly to client needs R = Respond

 Clients come first  Acknowledging waiting clients  Ready, observant, and attentive Being responsive means:

 Educate clients, empower them to better utilize your services and make the best decisions E = Educate

 Informing them of additional programs or services  Providing resources  Advising clients of next steps  Do they have Educating clients means: ???

 Solution focused, clients are looking for solutions, NOT excuses S = Solution

 Not passing the buck or placing blame on others  Avoiding negative language  Reassuring the client  Understanding the issue  Improving on the process Being solution focused means:

 Professional, treat every client interaction with professionalism, integrity and respect P = Professional

 Dressing appropriately for your position  No personal conversations  Eye contact  Addressing the client by name  Deliver what you promise  Appreciating the opportunity to assist them  Ensuring you’ve met their needs Being professional means:

 Empathize, identify with the client E = Empathize

 Acknowledge the client’s feelings  Be sincere  Practice active listening To empathize means:

 Courtesy, treat all clients internal and external with patience, politeness and sincerity C = Courtesy

 Greeting the client  Using the magic words  Listening  Explaining not telling Showing courtesy means:

 Teamwork, collaborate with clients and co-workers to provide the best possible service T = Teamwork

 Offering assistance  Asking for assistance  Partnership Teamwork looks like:

 RESPECT  your clients as you would want your family and friends to be respected!

 Respond  Educate  Solution Focused  Professional  Empathize  Courtesy  Teamwork