1. Customer Service Reminders Kim Young March 2010

2. Objectives To be able to demonstrate the DHHS Customer Service Standards by understanding the service behaviors. To be able to demonstrate Positive Interviewing Skills To be able to demonstrate Phone Etiquette

3. DHHS Customer Service Standards Team player Communication Respect/Courtesy Professionalism Privacy/Confidentiality

4. Team player Agency Standard- "We foster a positive, team- oriented approach among all staff. 1. I will ensure my department is willing and committed to working collaboratively with other departments to promote and achieve outstanding performance. 2. I will use all appropriate means to resolve problems. A “that’s not my job!” attitude is not acceptable. 3. I will appropriately use the chain of command to create solutions. 4. I will recognize my fellow employees’ performance and make them feel valued. 5. I will show respect towards my fellow employees by addressing issues calmly, directly, honestly, and privately.

5. Communication Agency Standard-" We are accessible and available to the customer. We are responsive to the customer's need.“ 1. If applicable, I will carefully schedule appointments and manage them in a timely fashion. When requested, customers will be seen at any time during hours of operation. 2. I will promptly answer phone calls and handle voicemail messages by the end of the next business day. 3. I will pay undivided attention to phone customers to identify their needs and appropriately transfer calls and only when necessary. 4. I will regularly change my voicemail greetings to reflect the availability of DHHS employees and provide choices to customers so they may receive the service they need. them easy to find and download.

6. Communication ( cont’d) 6. I will apologize to customers when there are delays or disruptions, provide an explanation, and thank them for waiting. 7. DHHS will provide interpretation services if language is a barrier. 8. I will always make customers the focus of attention— I will make eye contact and actively listen to what customers are saying and acknowledge other family members and their input. 9. I will frequently ask the customer if they understand the information and make clarifications when necessary. 10. I will speak to the customer in easily understood language, using terms the customer can understand. I will use technical, professional terms and acronyms only when applicable and appropriate.

7. Communication (cont’d) 11. I will provide written materials for customers that are clearly written and formatted, easy to understand and edited for accuracy (e.g. notices are worded at a proper reading level). In addition, DHHS will make available materials in alternative formats and languages to meet the needs of the customers (e.g. materials are available in different languages and in large print). 12. I will write fax cover sheets legibly and include the name, telephone number, and department of the sender and the name and fax number of the receiver. 13. DHHS will fully train agency employees to manage conflict with dissatisfied customers.

8. Respect/Courtesy Agency Standard- "We demonstrate an empathetic, respectful attitude towards all customers.” 1. I will use a professional, friendly and informative tone that is viewed as respectful and responsive. 2. I will make every customer feel valued and of utmost importance. 3. When meeting with customers, I will keep disruptions to a minimum. 4. I will be sensitive to culturally diverse backgrounds. 5. I will always use courtesy titles (Miss, Mrs., and Mr.) and avoid terms of endearment.

9. Professionalism Agency Standard- "We maintain a professional, customer- friendly work environment." 1. DHHS will provide properly maintained facilities —facilities that are completely operational, sanitary, and compliant with American with Disabilities Act (ADA) standards. 2. DHHS will ensure adequate and comfortable seating is readily available to all customers and staff (waiting area & interview space). 3. DHHS will ensure parking is available and convenient for all office visitors. 4. DHHS will properly display appropriate signage and other information for customers within the office. 5. I will keep my personal workspaces orderly, clean and inviting.

10. Professionalism (cont’d) 6. I will maintain a neat personal appearance every day abiding by the agency dress code, always wearing proper identification. 7. I will refrain from speaking negatively or discussing problems in front of customers. 8. I will deliver services accurately and in a timely fashion.

11. Privacy/Confidentiality Agency Standard- "We ensure privacy/confidentiality for all customers." 1. I will refrain from discussing personal client information in public areas or with individuals who are not involved in that customer’s case. 2. I will request identifying information to verify I am speaking to a person who is authorized to receive client information. 3. I will follow departmental guidelines to limit use and disclosure of client information to the minimum necessary needed to accomplish the intended purpose for the use or disclosure. 4. DHHS will provide a private and secure meeting area for discussing client information. 5. I will secure client information and records from unauthorized parties. During client interviews, I will ensure that identifiable information pertaining to other clients cannot be viewed. I will store case records in a secure location at all times.

12. DHHS Customer Standards are located at the following website on the intranet: http://intranet/includes/Eligibilty/Customer%20Service%20Standards.pdf Please refer to your packet for a copy of these standards and service behaviors.

13. Interviewing Skills Introduction Interactions/Questions Types of Questions

14. Introduction Empathy Being able to suspend your own world view for a while and understand a client’s perception. Let’s take a minute to read the Introduction section listed on the “Interviewing Skills Handout”.

15. Types of Interactions/Questions Closed Questions Definition Direct Questions Definition Yes/No Questions Definition Choice Questions Definition Why Questions Definition Open Questions Definition Let’s take a minute to read the Interactions/Questions section listed on the “Interviewing Skills Handout”.

16. Helpful Phone Etiquette Rules PLACING CALLERS ON HOLD TRANSFERRING CALLS TAKING PHONE MESSAGES RETURNING PHONE CALLS PROPER TELEPHONE LANGUAGE Let’s take a minute to read the Phone Etiquette section listed on the “Interviewing Skills Handout”.

17. Assessment You will find an assessment in your packet, please complete and mail back to me via courier at: Kim Young Greenwood CLTC 617 S. Main Street Greenwood SC 29648 Phone: 864.223.8622 ext 128

18. Thanks for your time & attention!!