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Join Cassandra McGilbray, Director of The Chickasaw Nation Office of Child Support Services, as she discusses the importance of first impressions, exemplary customer service, and effective communication in strengthening families. Learn practical strategies and techniques for providing personalized attention, clear communication, and resolving conflicts. Gain valuable skills for handling difficult customers and maintaining focus and control. Contact Cassandra McGilbray at cassandra.mcgilbray@chickasaw.net or 580-436-3419 to register.
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Cassandra McGilbray, Director The Chickasaw Nation Office of Child Support Services
“Strengthening Families” Effective Casework What is your mission?
First impressions define a customers perception of you and your program Establishes a customers level of cooperation. Statistics - 5:1 ratio First Impressions
Acknowledgement of vital component …Exemplary Customer Service Where Do I Start? Effective interviewers have a variety of strategies & techniques. • Understanding your Interpersonal Relationships/Skills
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 Service Skills “a series of activities designed to enhance the level of customer satisfaction”
Professionalism Knowledgeable staff Professional appearance Prepared and organized Empathy – fair - respect Prompt Attention and Acknowledgement Eye contact Welcoming - friendly greeting Be on time Customer Services Skills Cont… • Personal Attention • Personalized service • Address customers by name • Create a Calm, Open Environment • Eliminate distraction • Room arrangement • Private location for interview
Clear Communication Be prepared open ended questions and feedback Effective Listening Encourage Restate Reflect Summarize Customer Service Skills Cont… • Patience • Use time effectively • Closing Ability • Everything's taken care of? • Follow up actions
Effective Communication Listen and comprehend Choose your word Assertive Communication Clear and balanced Anger Management Evaluate and understand Interpersonal Skills“skills used by a person to interact and communicate with others” • Conflict Resolution • Mediation Model • Teamwork • Teamwork = success • Be Positive • Happy face • Reflect and improve • Learn from past experiences
Message breakdown 7% verbal/spoken words 38% tone of voice 55% body language Verbal Communication Words Spoken Communication Skills“Seek first to understand, then to be understood” - Stephen R. Covey • 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
Be a Good Listener Think before you Respond Empathize Personalize Situation Recognize Underlying Factors Resolve & Summarize Involve Management Tactics for Handling Difficult Customers Utilize Skills Discussed!
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 The Angry Customer
Group Exercise Presented by: Meekin Norman Modoc Tribe of Oklahoma
Cassandra McGilbray The Chickasaw Nation Office of Child Support Enforcement Cassandra.mcgilbray@chickasaw.net 580-436-3419
