Customer Service

Goal: To improve/resolve the issue at hand*

*Not necessarily to “fix” the person

What is the Goal of Customer Service?

What IS good customer service?

Good Customer Service: Is active—NOT PASSIVE

YOU take the initiative to resolve the situation Acknowledges errors Is future oriented—does not dwell on the past.

(Switches conversation towards what we can do NOW)

Politely informs the person when he or she has made a mistake AND how we can resolve the situation

Creates an opportunity to turn a negative situation into a positive experience

What IS good customer service?

Don’t take what the person says or does personally

Most of the time, it’s not you they are upset with Don’t take the problem personally

It’s not your fault most of the time. And if it is, own up to it. People make mistakes it’s okay!

The person should never berate you, if this is happening refer them on to professional staff

How many people should be working with a customer at one time?

Important Things to Consider:

1. Recognize when customer service might be necessary

2. Respond3. Introduction4. Make sure you fully understand the

problem5. Evaluate the problem and develop a

response plan6. Do what you say you will do7. Follow up with the individual

The Response Process

Why is the person acting the way they are?

What might draw your attention to the person/people?

How do people act when they have a concern or a problem?

1. Recognize When Customer Service Might Be Necessary

The HARDEST partIt is so much easier to walk away, or refer

them to someone else

Show empathy and understanding to the situation and have confidence in your ability to help

2. Respond

Be friendly

Introduce yourself (“Hi my name is..”) and let the person know your position

Acknowledge the Problem

“How can I help you?”

3. Introduction

Let the person explain and once you think you understand, find an appropriate time to break in (if venting/rambling is occurring)

Take the time to explain the problem back—BE SURE THAT IT IS CORRECT.

4. Make Sure You Fully Understand the Problem

Let the person know EXACTLY what you can and cannot do in the given situation

If you can do something, tell the person what you will do, how long it will take, and how you will keep them informed

If you CANNOT do something and/or the person is not satisfied with response, refer them to a professional staff member

5. Evaluate the Problem and Develop a Response Plan

Referring:1st. Evaluate

Do you have the knowledge and/or tools to resolve the problem?

2nd. Think of professional staff members who can most effectively help them

Based on their knowledgeProximity (might be closer, saves time)Resources they have available

3rd. Make a clean “hand-off”

5. Evaluate the Problem and Develop a Response Plan

The most critical step and one of the most overlooked

Example: If you say you are going to find them a resource (number, name of building, etc.)—DO IT!

6. Do What You Say You Will Do

When you see the person later on in the program, ask them how everything is going

Did everything get taken care of?Is any follow up necessary?How is orientation so far?

7. Follow Up With the Individual

SCENARIOS!!