C OURTEOUS C LEAR C ONCISE C ORRECT The 8 C’s of Customer Service Customer Service for the Experienced Employee C OMPLETE C ONCERNED C ONSISTENT C LEAN 1

Generational Customers Today’s Topics Customer Service for the Experienced Employee 2

Generational Customers Stressors Unique to Our Customers Today’s Topics Customer Service for the Experienced Employee 3

Generational Customers Stressors Unique to Our Customers Legal Advice vs. Legal Information Today’s Topics Customer Service for the Experienced Employee 4

Excellent customer service is________________. Think About It Customer Service for the Experienced Employee 5

I want to give excellent customer service because: __________________________________ Think About It Customer Service for the Experienced Employee Excellent customer service is____________. 6

Generational Customers Customer Service for the Experienced Employee T RADITIONALISTS G EN X ERS B ABY B OOMERS M ILLENNIALS

E NCOURAGES C LARIFIES RESTATES An Empathetic Listener: Customer Service for the Experienced Employee R EFLECTS SUMMARIZES VALIDATES 8

Impacts family, finances, work, time, and pride. Is frightening and confusing. Can be frustrating. Exacerbates the belief for some that the system is against them. Court Customers’ Unique Stressors Customer Service for the Experienced Employee 9 Coming to Court:

Court Customers’ Unique Stressors Customer Service for the Experienced Employee 10 THE EMOTIONAL BRAIN

Court Customers’ Unique Stressors Customer Service for the Experienced Employee 11 Demonstrate a caring attitude and a willingness to listen. Give the customer your full attention. Make eye contact as appropriate. When a customer is angry or upset:

Court Customers’ Unique Stressors Customer Service for the Experienced Employee 12 Be patient. Don’t interrupt. Ask questions in a conversational, non confrontational tone. Paraphrase, restate, or summarize what the customer has said. When a customer is angry or upset:

Think About It Customer Service for the Experienced Employee 13 Which is the most difficult customer for you to manage--the angry customer, the crying customer, the customer who doesn’t believe you? When you encounter that type of customer, what do you do? Talk about a time when you successfully managed that kind of customer. What steps did you take to help them?

Legal Information = facts about the law and the legal process. Customer Service for the Experienced Employee 14 Legal Information vs. Legal Advice

Legal Information answers questions that address: Who? What? Where? When? or How? Customer Service for the Experienced Employee 15 Legal Information vs. Legal Advice

Legal Information examples: Who can serve my husband with the divorce papers? What forms do I need to sue someone in small claims court? Where do I go to get a copy of my file? When is my court date? How do I evict a tenant? Customer Service for the Experienced Employee 16 Legal Information vs. Legal Advice

The Code of Ethics for the Court Employees of California, Tenet # 7 Serve the public by providing accurate information about court processes that is as helpful as possible without taking one side over the other, or appearing to favor one side of a case. Legal Information vs. Legal Advice Customer Service for the Experienced Employee 17

Legal Advice = opinion, not facts. Legal Information vs. Legal Advice Customer Service for the Experienced Employee 18

Court Clerk Helps Free Innocent Man Robert Nelson, 49, was convicted in 1984 of a Kansas City rape that he insisted he didn’t commit and was sentenced to 50 years for forcible rape, five years for forcible sodomy and 15 years for first-degree robbery. The judge ordered the sentence to start after he finished serving time for robbery convictions in two unrelated cases prior to the rape conviction. Those sentences ended in In August 2009, Nelson filed a motion seeking DNA testing that had not been available at his trial 25 years earlier, but Jackson County Circuit Judge David Byrn denied the request. Two years later Nelson asked the judge to reconsider, but again Byrn rejected the motion because it fell short of what was required under the statute Nelson had cited. After the second motion failed in late October 2011, Snyder gave Nelson’s sister, Sea Dunnell, a copy of a motion filed in a different case in which the judge sustained a DNA request. Nelson used that motion – a public document Dunnell could have gotten if she had known its significance and where to find it – as a guide for a motion he filed Feb. 22, 2012, again seeking DNA testing. That August, Byrn sustained the motion, found Nelson to be indigent and appointed Laura O'Sullivan, legal director of the Midwest Innocence Project, to represent him. The Kansas City Police Department’s crime lab concluded last month that DNA tests excluded Nelson as the source of evidence recovered from the 1983 rape scene and he was freed June 12. “She gave me a lot of hope,” Nelson said of Snyder. “She and my sister gave me strength to go on and keep trying. I call her my angel. She says she’s not, but she truly is.” The Kansas City Star THE REGION’S FAVORITE NEWSPAPER - Since 1879 Ripped from the headlines 19

“The fact that such information may help a litigant does not mean it is improper. Instead, providing this kind of information is an important part of your responsibility to provide service to the public.” ---May I Help You? Legal Advice or Legal Information, A Resource Guide for Court Clerks Legal Information vs. Legal Advice Customer Service for the Experienced Employee 20