by Bates McKinney and Rebekah Morgan SUPPORT SQUAD by Bates McKinney and Rebekah Morgan

OBJECTIVES Define customer service Identify key components of positive customer service Role-play strategies for dealing with challenges

WHO ARE CUSTOMERS?

“Customers are people who need your assistance “Customers are people who need your assistance. They are not an interruption to your job, they are the reason you have a job.” -Volunteering S.A. Inc.

TYPES OF CUSTOMERS Internal External Staff Colleagues Patrons Community Partners

STAFF

SPARTANBURG COUNTY EMPLOYEE QUESTIONNAIRE I receive effective supervision. I have an effective working relationship with my supervisor(s). My supervisor(s) treats all employees fairly. Poor performers are dealt with appropriately.

QUESTIONNAIRE I am satisfied with the personal growth and development I am receiving in my job. My job description is an accurate representation of the work I perform. The department fully utilizes my knowledge, skills, and abilities. I have adequate resources and materials to complete the assignments I receive.

QUESTIONNAIRE I know exactly what my job responsibilities are. I have an effective working relationship with my co-workers. I feel my job is important. I receive appropriate recognition for the work I perform.

QUESTIONNAIRE The pay I receive is fair and equitable for work I perform. I am satisfied with my hours and work schedule. I am satisfied with my workload. I have opportunities to input suggestions for way to improve the department.

QUESTIONNAIRE I feel the department has a positive image in the community. I would recommend the department as an employee.

STAFF APPRECIATION

COLLEAGUES

PATRONS

MAHATMA GANDHI ON CUSTOMER SERVICE "A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so."

Organizational Assessment Take a look at your organization as if you were a visitor What are the first things you notice? What has the organization done to make you feel welcome? Does anything make you feel uncomfortable? How could you feel more at ease? Would you return?

KEY COMPONENTS TO SUCCESSFUL CUSTOMER SERVICE Disney’s Philosophy Safety Courtesy Show Efficiency

COMMUNITY PARTNERS

HOW DO YOU DEVELOP CUSTOMER SERVICE EXCELLENCE?

DISNEY’S TRAIT BASED HIRING Emotion Intelligence Ability to Problem Solve Good Communication Skills Methodical Creative and Resourceful

WHAT IS YOUR EI?

SCORE INTERPRETATION Score Description 15-34 You need to work on your emotional intelligence. You may find that you feel overwhelmed by your emotions, especially in stressful situations; you may avoid conflict because you think that you'll find it distressing; or, you find it hard to calm down after you've felt upset. 35-55 Your emotional intelligence level is... OK. You probably have good relationships with some of your colleagues, but others may be more difficult to work with. 56-75 Great! You're an emotionally intelligent person. You have great relationships, and you probably find that people approach you for advice. However, when so many people admire your people skills, it's easy to lose sight of your own needs. Researchers have found that emotionally intelligent people often have great leadership potential. Realize this potential by seeking opportunities to improve even further.

COMMUNICATION PIE

SCENARIOS

IS THE CUSTOMER ALWAYS RIGHT?

ADDRESS COMPLAINTS H: Hear E: Empathize A: Apologize R: Resolve D: Diagnose