cassandra mcgilbray, director the chickasaw nation office of child support services

Cassandra McGilbray, Director The Chickasaw NationOffice of Child Support Services

Topics of Discussion

“Strengthening Families”

Effective Casework

What is your mission?

First Impressions First impressions

define a customers perception of you and your program

Establishes a customers level of cooperation.

Statistics - 5:1 ratio

Where Do I Start?

Acknowledgement of vital component …Exemplary Customer Service

Understanding your Interpersonal Relationships/Skills

Effective interviewers have a variety of strategies & techniques.

Customer Service Skills “a series of activities designed to enhance the level of customer satisfaction”

Consider both customers needs and expectations

Know who your customers are External customers Internal customers

Consistency in services Effective service every time. Customer service is the

cornerstone of what we do

Customer Services Skills Cont… Professionalism

Knowledgeable staff Professional appearance Prepared and organized Empathy – fair - respect

Prompt Attention and Acknowledgement Eye contact Welcoming - friendly

greeting Be on time

Personal Attention Personalized service Address customers by

name Create a Calm, Open

Environment Eliminate distraction Room arrangement Private location for

interview

Customer Service Skills Cont… Clear Communication

Be prepared open ended questions

and feedback Effective Listening

Encourage Restate Reflect Summarize

Patience Use time effectively

Closing Ability Everything's taken care of? Follow up actions

Interpersonal Skills“skills used by a person to interact and communicate with others”

Effective Communication Listen and comprehend Choose your word

Assertive Communication Clear and balanced

Anger Management Evaluate and

understand

Conflict Resolution Mediation Model

Teamwork Teamwork = success

Be Positive Happy face

Reflect and improve Learn from past

experiences

GROUP ACTIVITY: INTRODUCTIONS

Communication Skills“Seek first to understand, then to be understood” - Stephen R. Covey

Message breakdown 7% verbal/spoken

words 38% tone of voice 55% body language

Verbal Communication Words Spoken

Non-verbal Communication Tone of Voice Body Language

The Power of Listening F.L.A.T (Focused

Listening and Talking)

I DIDN’T SAY THAT SHE STOLE THE PURSE

Tactics for Handling Difficult Customers

Be a Good Listener Think before you Respond Empathize Personalize Situation Recognize Underlying

Factors Resolve & Summarize Involve Management

Utilize Skills Discussed!

The Angry Customer Maintain Focus and Control Listen and Provide Feedback Be Supportive and Empathic Allow Customer to Vent Acknowledge Errors – Apologize Negotiate a workable solution Communicate Results

Group Exercise

Presented by: Meekin NormanModoc Tribe of Oklahoma

Cassandra McGilbray The Chickasaw Nation

Office of Child Support EnforcementCassandra.mcgilbray@chickasaw.net

580-436-3419