1. Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE

2. The Customer/Human Service Approach Customer: From the root word “Custom” defined as a way of behaving. Human Service: Could be defined as serving humans

3. First Impressions Last Create a Welcoming Presence Use Friendly Body Language - Smile! Prompt Greeting Avoid Social Media & Cell Phone

4. When we’re treated right, we usually tell our friends… When we’re treated wrong, we usually tell our friends, co- workers, people we meet in the store which should not be named, etc…

5. First Impressions are also formed on the phone. How well we speak How well we listen The words we choose

6. Use what you learned as a child Be Courteous Say Please and Thank You Say “Yes” not “yeah” Be Positive Say I’m sorry Be knowledgeable Offer to help Use Sir or Ma’am or use the person’s name if you know it

7. Attitude is Everything…Good or Bad! Keep an Open Mind Do NOT Stereotype Appreciate the good in people Believe in yourself Believe you can make a difference

8. Add Welcoming Words Say, “Yes, I’ll be happy to!” Sure I can. Absolutely! Definitely

9. Avoid using Jargon, Slang, Company Terms or Technical Language Your customers won’t know what you’re talking about. Match your customer’s level of comprehension without being condescending. Incorporate proper grammar; say “Good morning, welcome to (Insert Agency Name Here). How are you today?” Not this:

10. Do Say… How can I help you today? Tell me more about… Focus entirely on the customer Listen Completely, make eye contact, nod, say “uhmm” or “hmm” Acknowledge objections

11. When a Co-Worker is Unavailable Say, “I’m sorry, Chris is not available today, may I take a message or would you like…” Don’t say, “Chris hadn’t made it in yet.” or “He’s on break” or “She’s out to lunch” or my personal favorite… “I D K where he is.”

12. Be the One! Initiate Honest, Respectful and Thoughtful Communication Identify Needs Be a problem solver Be Trustful Don’t leave people waiting too long, check in frequently. Be Considerate, say, “I’m sorry to hear that, what can I do to help you?”

13. Customer Service is Building Relationships! Establish Rapport Interact Positively Identify Customer’s Needs Make the customer feel valued

14. Notes to Self: Who are my customers? What do they expect from our business/agency? How do our services help them? How can I make a difference? How can I use these answers to establish rapport? Build Relationships?