Welcome!Living the Golden Rule;

Providing Excellent “CUSTO-HUMAN”

SERVICE

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

First Impressions Last

Create a Welcoming Presence

•Use Friendly Body Language - Smile!

• Prompt Greeting•Avoid Social Media & Cell Phone

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…

First Impressions are also formed on the phone.

How well we speak

How well we listen

The words we choose

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

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

Add Welcoming Words

•Say, “Yes, I’ll be happy to!”•Sure I can.•Absolutely!•Definitely

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:

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

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.”

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?”

Customer Service is Building Relationships!

•Establish Rapport•Interact Positively•Identify Customer’s Needs•Make the customer feel valued

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?