1. Customer Service Strategies
For IM Call Center Professionals
WSSA, June 6, 2019
Thomas Prete, President

2. Today’s Goals Identify our Customers Acknowledge Challenges
Learn Specific Strategies

3. Who Are My Customers?
Who are we charged to serve? Why have the word “customer” with service?

4. Who Are My Customers? Members Co-Workers Consortiums
Applicants and members are our primary customer.
We need to accurately determine eligibility for every application and AG we process.
Co-Workers
Our co-workers are just as important. We need EACH OTHER to truly be successful in a consortium model.
There is no “i” in TEAM.
Consortiums
Our employer and consortium is also our customer. We are part of a larger organization.
There is “u” in SUCCESS.

5. Who Are My Customers? Members YouTube Video What is quality service?
Key quality service elements:
Complete accurate eligibility determinations
Educate (policy and process)
Actively listen and validate perspectives
Anticipate needs and possible questions
Targeted notes on detail pages
Document actions in comments

6. Who Are My Customers? Members Take time to: Explain the What and Why
Review HH Composition
Look for Additional Issues
Consider Future Questions
Reduce need for follow up call

7. Who Are My Customers? Members New Applications – Ponder:
What do you think is challenging for applicants?
What is the most important action you can do during an intake?

8. Who Are My Customers? Members New Applications
Provide an explanation of what will occur during the intake.
Explain why certain information is needed.
Review and EXPLAIN budgets.
Explain what verification is needed & WHY

9. Who Are My Customers? Members Renewals – Ponder:
What do you think is challenging for members?
What pitfalls do workers fall into?
What is the most important action you can do during a renewal?

10. Who Are My Customers? Members Renewals
Don’t just click next, review screens for accuracy, including correct verification codes and outdated screens that should be end-dated.
Ask follow-up questions to ensure accurate reporting.
Review budgets, explain results.

11. Who Are My Customers? Members Change Reports – Ponder:
What do you think is challenging for members?
What pitfalls do workers fall into?
What is the most important action you can do during a change report?

12. Who Are My Customers? Members Change Reports
Consider impacts to other aspects of case (HH Comp, shelter costs, employment, income sources).
Anticipate questions once the notice is received.
Review budgets, explain results.

13. Who Are My Customers? Members Escalated Calls – Ponder:
Why do you think people escalate?
What is your internal response when conflict arises?
What is your goal during an escalated call?

14. Who Are My Customers?
Members
Escalated Calls – My Response Matters!

15. Who Are My Customers? Members Escalated Calls – My Response Matters!
Practice Empathy – Validate and Value
No Blame – Look Beyond to the Real Issue
Hunger – “Hangry”, a Real Disorder?

16. Who Are My Customers? Members Escalated Calls – Verbal Strategies
I want to help.
My goal is to ensure you get the benefits you are eligible to receive.
I understand this is frustrating. Please give me an opportunity to help. That is why I am here.

17. Who Are My Customers? Members Escalated Calls – Verbal Strategies
I can review policy to ensure this was done correctly.
I know you did not get the result you were hoping, here are your options.
I want to help, let’s return to this core issue . . .

18. Who Are My Customers? Members Escalated Calls – Verbal Strategies
I don’t want frustrate you further, so I am going to explain what I am able to do instead of focusing on what I am unable to do.
I want to give you the correct answer, not a rushed answer, can I research this?

19. Who Are My Customers? Co-Workers How can a co-worker frustrate you?
When does a co-worker cause you joy?
Do I create frustration or joy for my co-workers?

20. Who Are My Customers? Co-Workers How can I serve my co-workers?
Timely & Detailed documentation of actions in comments.
Start comments during the call.
Finish comments immediately after the call.

21. Who Are My Customers? Co-Workers How can I serve my co-workers?
Timely & Detailed documentation of actions in comments.
Clearly identify Dates, Documents, and HH members.
Have explanation of how and why you processed issues.

22. Who Are My Customers? Co-Workers How can I serve my co-workers?
Timely & Detailed documentation of actions in comments.
What is pending (be specific) and why.
If the verification received was not acceptable, explain why.

23. Who Are My Customers? Co-Workers How can I serve my co-workers?
Timely & Detailed documentation of actions in comments.
Enter Detail page comments.
Tip: Add date/x number in the detail page comments.

24. Who Are My Customers? Co-Workers How can I serve my co-workers?
Completely finish case actions
Review all that needs to be done when processing.
For intakes/renewals, carefully review each page.

25. Who Are My Customers? Co-Workers How can I serve my co-workers?
Completely finish case actions
Update obsolete verification codes, document in comments.
Review HH comp and all summary pages.

26. Who Are My Customers? Co-Workers How can I serve my co-workers?
Give explanations to Customers
Review budgets and explain HOW you got to that determination.
Explain reasons for pending or denials. Document in comments.

27. Who Are My Customers? Co-Workers How can I serve my co-workers?
Document Problem-Solving
Note actions already taken so next worker doesn’t have to repeat.
Detail the story so customer doesn’t need to say it again.

28. Who Are My Customers? Co-Workers How can I serve my co-workers? ECF
Before moving to ECF, split docs if needed and update codes.
Explain unusual documentation and codes in comments.

29. Who Are My Customers? Co-Workers How can I serve my co-workers?
Support each other
thanks (gratitude) when something was done well.
Point out good practices at team meetings.

30. Who Are My Customers? Consortiums
Don’t point out another worker’s error to customers – just fix them.
Negative talk reduces confidence in our members in our consortium.
“This is current policy, it may have been different when the action was taken before.”

31. Who Are My Customers? Consortiums Focus on maintaining knowledge
Dedicate 5 minutes a day to review policy or process in a specific area.
Share tips with co-workers/supervisors.
Report concerns and patterns, not people.
This ultimately reduces error rate.

32. Great Service Starts with You!
We are public servants.
Be humble in that role and strive to excel at service.
We are serving people. We might not see them in person often, but they need you, your expertise and your skill.