The “Service” in Extension Service

Quote for the Day “People don’t care how much you know until they know how much you care.” – Mike McNight?? This will serve you well in your career with the Oklahoma Cooperative Extension Service. – Mississippi State Extension Slogan is “MSU Cares” –

Is Extension A Business? OCES has a mission: – “To provide unbiased, research-based information and education through a statewide system of county offices staffed by Extension Educators. OCES is a community-based educational network with offices in all seventy-seven counties.” In a sense, our business is education. Doesn’t stop there, though!

What About That Service Component? OCES is nearly 100 years old! – Built on customer service and trust. – Known commodity – People get what they want, mostly – People do business with people they like!

First Impression You only have one chance to make a first impression and the rest of your life reversing it if it was a bad one! In the office your first impression is also the publics impression of your Extension Office & Oklahoma State University. Making a good first impression can make your job of serving the public easier.

How Do You Help People? Offer professional surroundings – Front door to OSU and Extension (Face of Extension) – Oh That First Impression! – Service is important, but………………… Be Pleasant (even if it hurts!) – Use tact, not everyone does! Tact is: – Thoughtfulness towards others – Sensitivity to the atmosphere of the moment – Combination of interest, sincerity, and caring Be Informed – Know your educators schedules Don’t just say they aren’t here! – Know dates of events, activities, etc.

Rules for Making a Positive First Impression Stand Up - Shows you are giving them your full attention. Tune into others  Make eye contact - Projects an image of self confidence, healthy self-esteem, and you will be perceived as a good listener.  Wear a smile - This sends a message of acceptance.

How Do You Help People? Respect Yourself! – Respect your job – Earn the respect of others Take it Seriously – Your position matters! – Must “Play the Part” Cell phones, facebook, web surfing – Your Job Should Be Important to You Be Professional “Amateurs hope. Professionals make it happen.” Garson Kanin

It’s The Little Things that Count Positive attitude Appreciation at all levels Open and direct communication Please and Thank-you

How Do You Help People? Know your community – Where to go – Who to call – What’s available It’s the little things that count! – Positive, Caring Attitude – Helpful demeanor

How Do You Help People? Should I Make Recommendations? – Probably not It’s a liability/safety issue! All information must be research verified Personal opinions, experiences, or best guess information should be kept to yourself! – Referrals are better Educators Fact Sheets Specialists Neighboring County Educators Classes or programs

How Do I Refer People? Take pride in being a resource! – Make a phone call – Have C of C literature in your office – Don’t be shy, call your neighboring county

Handling Complaints Be Professional! Let the person talk. Don’t interrupt! Listen empathetically with full attention. If you can, be of help, but it may be best to transfer the call to the person most likely to help. Never be defensive or rude.

Handling Complaints Never become emotional. Never tell the caller what you cannot do. Take notes and repeat them back to the caller. Tell the caller what you can do and then do it promptly. Be Professional

Summary Extension is a Business – Variety of Clients & Customers Our reputation is built on Service & Trust The 1 st impression lasts a lifetime Take the ‘High Road’ – Always be the professional Be pleasant Be Informed

Summary Remember the ‘Little Things’ Be Helpful! Don’t be afraid to make referrals Take pride in being a resource Follow the “Golden Rule” Always Be Professional

Questions?? “People don’t care how much you know until they know how much you care.”