DEED WorkForce Center RRACP Module 2 Unit 2: Customer Service

Unit Competency Statement and Learning Objectives Know the customer service protocol and understand the importance of and how to provide high-quality customer service. Learning Objectives: Three Elements of Service The Goals of Service The Customer Experience 2

Learning Objectives Three Elements of Service Proficiency Personality Passion The Goals of Service Building Trust The Customer Experience Customer Service Protocol Directive and Discovery Communication Styles Staff and Customer Process Aids 3

Providing Excellent Service Picture of topic Jack Mateffy http://www.passionwerx.com 952-994-7253 jack.mateffy@passionwerx.com

Three Elements of Service Learning Objective 1 Three Elements of Service Proficiency Personality Passion Three

Individual Exercise Using the Passionwerx™ What Are You Passionate At Work?© cards below: 1. Choose one cards that represent what you’re most passionate about in your work Write your definition of the card you’ve selected Write where this passion originated and when you first noticed it. (parents, always been there, etc) 4. Provide an example of when this passion was being expressed/fed at work 6. Indicate, on a scale from 1 to 10, how well this passion is being expressed currently in your job. Rating grid: 1= Never express this passion at work, 10 = Consistently express it at work

Three Elements of Service 7

Passion Drives Proficiency & Personality Customers can feel your passion! Proficiency & Personality

What Servicing Customers Gives You The opportunity to apply your proficiencies to assist customers with their needs and change lives. The stage to let your personality and character be used to guide customers in a new direction. A chance to feed your work-related passions.

Discussion Point When was the last time you saw someone with passion serving customers? How did you know she/he was sincerely engaged with the customer?

Three Elements of Service KEY POINTS Proficiency, personality and passion are the three elements of service. Passion drives proficiency and personality. Servicing customers gives you the opportunity to apply your proficiencies and use your personality to assist customers with their needs and guide them in a new directions.

Learning Objective 2 The Goals of Service Building Trust 12

Building Trusting in??? Whom: You Themselves What: Your guidance Their willingness to use what you’re offering Their ability to change their thinking 13

Discussion Point What do customers who trust you do and say? How do customers that have learning to trust their own thinking do and say?

Problematic To Normative Thinking Threatened Self protecting Suspicious Resistant Normative: Open Responsive Listen Turn advice into action 15

Discussion Point How do you help job seekers move from problematic to normative thinking?

The Goals of of Service KEY POINTS Trust is a crucial element in the decision-making process. Transforming problematic thinking to normative thinking illustrates excellent customer service. Characteristics of problematic thinking: problematic: threatened, self protecting, suspicious and resistant. Characteristics of normative thinking: openness, responsive, listening and turning advice into action.

The Customer Experience Learning Objective 3 The Customer Experience Customer Service Protocol Directive and Discovery Communication Staff and Customer Process Aids 18

CUSTOMER SERVICE PROTOCOL 19

Discussion Point Why does serving your customers require more than being courteous?

Customer Service Protocol Greet Customer Engage Customers Assess the customer’s needs Ask Qualifying Questions and Redirect Uncover Needs and Goals Confirm needs Take Action Steps 21

1. Greet Customers Make eye contact Create a greeting that includes: Your name What you do at your WFC Your willingness to help 22

2. Assess the Customer’s Needs Ask Qualifying Questions and Redirect Job seeker or business? Familiarity with WFC? Work on your own or need help? What experience do you have at this WFC? Redirect them Make introductions when possible 23

Uncover Needs and Goals Discover where they are in the process Offer a process guide/aid Find out the results they want to achieve Suggest they focus on one or two goals at a time Confirm their responses by taking notes and summarizing 24

3. Confirm Needs Ensure you understand the customer’s needs by confirming them. Repeat the customer’s needs in your own words. 25

4. Take Actions Steps Ask customers to write down action steps. Be specific when describing a program, workshop, or resource. Describe up to three actions. Ask customers to circle items on flyers. Offer to clarify if they look confused. Make introductions when possible. 26

Discussion Point Where in this Customer Service Protocol do your passions for work most often get fed/expressed?

Too Much Traffic? Have a suggested starting point for new walk ins. Resist the urge to give a detailed tour of your WFC. Look for confirmation when you redirect. Hand them no more than three flyers at a time. Remember that although their needs may be great, they can only process three to four pieces of information. 28

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. 29

DIRECTIVE AND DISCOVERY COMMUNICATION STYLES 30

Directive Communication Style Based on the idea that there is one correct answer. The customer service person has the right information/solution. That the customer wants advice. 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. 31

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? Job seekers are more likely to implement their own ideas. This style is characterized by withholding judgment and advice, asking open-ended, and actively listening. 32

Discovery Communication Advantages Provides guidance tailored to each job seeker’s situation. Improves thinking skills. Builds confidence in judgment. Accelerates learning. Stimulates creativity. Improves problem-solving skills. 33

Discovery - Fostering Questions What specifically did you come here to do? What has worked for you in the past? What kind of job would give you a greater sense of purpose? When will you apply for that position? How would you like me to help you? What resources have you used this week? What did you take away from the last workshop? 34

Discussion Point When have you used the directive communication style? When have you used the discovery communication style?

STAFF AND CUSTOMER PROCESS AIDS

Process Aids Deliver the information when its needed Come in many forms Save staff time Outline best practices for job seekers Teach customers how to use the WFC Give customers and staff practical tools for taking control Change the depth of customer questions

Process Aid Example 38

Process Aid Example 39

The Customer Experience KEY POINTS The customer service protocol: greet customer, assess customer’s needs, confirm needs and take action. The situation dictates the proper use of either directive communication or discovery communication. Directive communication can be characterized as one person “telling” another what, how, or when to do something. Discovery communication provides guidance, improves thinking and problem-solving skills, builds confidence and learning and fosters questions. Process aids facilitate the WFC orientation process.

Recap To serve customers effectively requires proficiency, personality, and passion. We are at our best when we express our work-related passions. The goal of serving customers is to build their trust in us and themselves. We serve customers by greeting engaging them, asking qualifying questions, uncovering their needs and goals, confirming their action steps, and offering the resources they need. To guide customers, use the directive and discovery styles of communication. 41

This completes our training unit. Thank you!