DEED WorkForce Center Reception and Resource Area Certification Program

1. DEEDWorkForce CenterReception and Resource Area Certification Program Unemployment Insurance Training Review of Customer Service Practices Segment 2

2. Segment 2 Review of Customer Service Practices • Customer Service Protocol • Communication Styles • Helping a non-English Customer • Serving Challenging Customers

3. Customer Service Protocol Inquire about their visit Repeat what you heard Direct customers to information regarding: Application options Printed materials Online resources UI CSR • Welcome • Assess needs • Confirm needs • Take action

4. Directive Communication Style • Based on the idea that there is one correct answer. • The customer service person has the right information or solution. • The premise that the customer wants some direction. • Most effective when giving instructions, explaining programs, directing people to resources, and demonstrating proper completion of a task. This communication style can be Characterized as one person “telling” another what, how, or when to do something.

5. Discovery Communication Style • There could be a number of answers. • The customer is the best person to ask and answer, What’s the best solution for me? • . This style is characterized by withholding judgment and advice, asking open-ended questions, and actively listening.

6. Helping Non-English Customers • When communicating with a non-English customer, remember to: • Create a patience and helpful environment • Make eye contact • Refer to the U.S. Dept of Commerce Language ID Flashcard or “I Speak” card to determine what language the customer speaks. • Use basic words or gestures to indicate that you will be contacting the Language Line for an interpreter. • When speaking to a Language Line interpreter, be prepared to speak on a three-way line. • Resources: • Language Flashcard or “I Speak” card • OET Language Line pocket-size card or flyer

7. Language Flashcard orI Speak card

8. Language Line Quick Reference Guide

9. Serving Challenging Customers • Recognize customers’ anger, frustration, and impatience for the fear it often represents. • The key is to quickly find a way to help them gain some control over their situation. • Ask, Is there anything specific you need help with? • Allow angry people time to calm down and regain perspective. • Restate their goals when customers are confused or become tentative. • Disengage when you feel threatened physically or emotionally or when the conversation isn’t productive.

10. Discussion Point • If you cannot understand what language someone is speaking, what should you do? • If a customer is angry, what can you do diffuse the situation?

11. This completes Segment 2 training for Unemployment Insurance Thank you.