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