Post on 19-Jan-2018
description
transcript
CUSTOMER SERVICE:
It is What YOU Make It!
PRESENTED BY LATRICIA KINLOW
Tukwila Municipal Court
CUSTOMER SERVICE
Define Customer Service Understand Customer Service in the Public
Sector Exceptional Customer Service Preparation Skills
The best thing about my job
The best thing about my court
The best thing about working with
court customers
My WORST customer service
experience
CUSTOMER SERVICE ACTIVITY
CUSTOMER SERVICE• https://www.youtube.com/watch?v=Yz3bDON9bNo
QUESTION
DO COURTS HAVE CUSTOMERS?
cus·tom·er1. a person who purchases goods or services from another; buyer; patron.
2. Informal . a person one has to deal with
serv·ice1. an act of helpful activity; help; aid: to do someone a service.
CUSTOMER SERVICE
CUSTOMER SERVICEAssistance and other
resources that the court provides to the people who
use its services
“The problem isn't that your people lack the tools or resources to deliver exceptional customer service, it's that some of them lack the will.”
Anna Eidson
Customer Service In the Courts is GREAT! Except When It Isn't.
ATTITUDE IS EVERYTHING
CUSTOMER SERVICE
TIMES HAVE CHANGED, BUT HAVE YOU?CUSTOMER SERVICE
KNOW YOUR HOOD• Know the Responsibilities & Locations of local
Executive & Judicial Branch Departments
• Know the Location of Other Government Offices/Agencies in your area (DOL, DMV, U.S. Post Office, Social Service agencies)
• Know Your Community (Food Pantry, Gas Stations, ATM, Banks, etc.)
WATCH YOUR LANGUAGEInstead of starting your sentence with, “No” or “I can’t”, try using the following:
“I understand your request. Here is what I can do……..”
“What you may want to do is………….”
“While I am unable to __________, you do have the option of _______....”
WATCH YOUR LANGUAGEInstead of saying, “I already told/explained this to you…” or “Didn’t I just talk to you about this yesterday?” try :
“Hi Mr./Ms. (customer name). I believe I had the pleasure of serving you yesterday and we discussed…………Did you find that information helpful?”
• Service with a Smile
• Being Courteous is NOT OPTIONAL
• Watch your Language (Verbal and Non-Verbal)
• Posture for Listening
• Non-English does not = Non-Hearing
• If you’re happy and you know it, tell your face
• If you’re NOT happy and you know it, fix your face
BACK TO BASICS
• Yo Momma OR My Momma
• Listen with Intent
• Go the Extra Mile
• Patience is a VIRTUE & a REQUIREMENT
• Are You Talking To Me?
BACK TO BASICS
Can Provide Cannot ProvideLegal definitions Legal interpretations
Procedural definitions Procedural adviceCites of statutes, court rules,
and ordinancesResearch of statutes, court
rules, and ordinances
Public case information Confidential case informationGeneral information on court
operationsConfidential or restricted
information on court operations
Options OpinionsAccess Deny access, discourage
access, or encourage litigation
General referrals Subjective or biased referralsForms and instructions on how
to complete formsFill out forms for a party
15
THE CANS & THE CANNOTS
BACK TO BASICS• TEAM
• Don’t get caught-up in the CHAOS
• Give them a customer service experience of a lifetime
• Practice your salutation and your valediction
WHAT YOU DO AFFECTS ME, TOO!“As professionals, court employees should always seek to preserve the dignity of the individual, thereby preserving the dignity of the court. Court employees should never criticize a co-worker in public or denigrate a customer.”
COURT MANAGEMENT COUNCIL MODEL CODE OF CONDUCT FOR COURT EMPLOYEES
CUSTOMER SERVICE
EXCEPTIONAL CUSTOMER SERVICE
• Respond to customer questions in a courteous and professional manner
• Record and verify accurate information on all customer inquiries
• Positively and respectfully communicate with customers
• Maintain customer confidentiality
MAKE LIKE A SCOUT BE PREPARED
• Know Your Internal Polices
• Expect to answer the SAME questions over and
over and over again
• Make sure you are providing the most current information, forms, documents,
• Make sure information on your website is current
• When short-staffed, TELL THE CUSTOMER
CUSTOMER SERVICENACM Model Code of Conduct for Court Professionals
CUSTOMER SERVICEDefine Customer ServiceUnderstand Customer Service in the Public
SectorExceptional Customer ServicePreparation Tools & Techniques
REMEMBER: CUSTOMER SERVICE IS WHAT YOU MAKE IT!
Thank You