Focus on Service

1. Focus on Service Florida Department of Children & Families

2. Objectives • Determine and describe our customers • Identify methods of effective communication that enhance customer service • Discuss techniques for handling difficult situations • Relate customer service to the Department’s commitment and legal requirements for customer service • Develop a personal action plan to improve their customer service skills

3. Executive Order 07- 01 Implements: • Open Government • Code of Ethics • Code of Personal Responsibility • Plain Language Initiative • Customer Service Initiative

4. Florida Statute 23.30 Florida Customer Service Standards Act • Identifies the importance of customer service • Requires Department policies that support positive customer service • Mandates customer service training

5. DCF Customer Service Initiative Top-to-Bottom Performance Review: • Assess current performance • Identify strengths & weaknesses in customer service & customer satisfaction • Analyze factors impacting customer service performance • Develop strategies to improve performance

6. DCF Guiding Principles • Integrity • Leadership • Transparency • Accountability • Community Partnerships • Orientation to Action

7. DCF Guiding Principles Transparency: • Communicate openly and clearly • Provide concise and accurate information in a timely manner • Avoid ambiguous references

8. DCF Guiding Principles Accountability: • Act in best interest of consumers • Hold responsible for our actions • Duty to answer to and serve the citizens of the State of Florida

9. Customer Service Data • A typical organization never hears from 91% of unhappy customers • Unhappy customers tell 20+ of poor experience • Satisfied customers tell 10-12 people

10. Benefits • Clarifying job expectations • Defining who, what, when, where & how • Increasing effective communication • Understanding need for courtesy, dignity & respect • Supporting mission of the Department • Reducing stress

11. Who Are Your Customers? “A person with whom one has dealings.”

12. Delivery Points When do you deliver customer service?

13. Customer Focused • “Outside-in” vs. “Inside-out” • Involuntary customers • Quality of service contributes to the successful fulfillment of the Department’s mission

14. What Do Customers Want? Customers want: • To be taken seriously • To be treated with respect • To get immediate action • The problem resolved • To be listened to

15. Customer Service Qualities • Big picture • Positive connection • Resiliency (bounce back) • Enthusiasm & Energy • Approachability • Knowledgeable Staff • Empathetic • Self-Awareness

16. Defining Moment You will never get a second chance to make a first impression!

17. Hearing vs. Listening Hearing is a physical act. Hearing acknowledges sounds. Listening is an intellectual and emotional act. Listening requires that you understand what is said.

18. Listening “Listening, whether done by individuals or by companies and government, is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is exacerbated if people think you’re pretending to listen but aren’t.” Hugo Powell

19. a Four Levels of Listening • Passive – makes no effort to listen • Selective – listens superficially • Attentive – concentrates & focuses • Active – pays close attention

20. Communication Personal Situation Expectations Barriers Distractions Filters Relationship Emotional Mindset

21. Communication

22. Nonverbal Communication • Facial Expressions

23. Nonverbal Communication • Eye Contact • Gestures

24. a Power Phrases • How can I help you? • Here are some options… • I apologize • I understand • I can see why you feel that way

25. a Poison Phrases • It’s out of our control • You should have… • That’s not my area • You don’t seem to understand • We won’t…..we never….we can’t • It’s not our policy

26. Customer Centered Service • Acknowledge • Assess • Affirm • Analyze • Agree

27. Difficult Situations • Keep your emotional perspective

28. Strategies for Saying “No” • Explain what can be done • Give background information • Keep comments on a professional, adult level • Offer alternatives when you can • Avoid making excuses • Eliminate negative phrases • Don’t mention other/similar complaints

29. When You Can’t Say “Yes” Use the Service No Sandwich ACTION What I Will Do Is What You May Want To Do Is

30. Focus on Service Plan 1. Most important thing I learned: 2. My strongest customer service skill is: 3. The customer service skill I most want to work on is: 4. What I will do to improve my customer service skills:

31. Summary Serve – meet the customer’s wants and needs Excel - give the customer exceptional value Reliable - provide consistent & trustworthy service Versatile - stay open to the customer's needs Inviting - ensure the customer feels welcome Courteous - show respect by being considerate. Empathy - value the customer's viewpoint

32. Your Role Is . . . To treat your customers as the most important part of your job by… • Showing others respect • Listening carefully • Speaking courteously • Providing fair and professional service to all customers.

33. Objectives • Determine and describe our customers • Identify methods of effective communication that enhance customer service • Discuss techniques for handling difficult situations • Relate customer service to the Department’s commitment and legal requirements for customer service • Develop a personal action plan to improve their customer service skills

34. Congratulations! • You have successfully completed Focus on Servicefor the Department of Children and Families!