Client Care

 First impressions and follow through are critical for success.  Need: Principles and procedures to help assure success

Protocol Guidelines  Professionalism is key  Know your colleagues and their expertise  Manage client expectations up front  Goal: 48 hour turnaround

More Guidelines  Accuracy and completeness are essential  Communication…… –Within the office –With other offices (areas, groups, clusters, & campus)  Process (more on this momentarily)

Considerations  All CE staff are problem solvers –Be aware of own expertise, and limitations –And those of others –Response from most appropriate person  Consider what additional information could/should be provided the client

More Considerations  Use “out of office” messages for voice and –Enhances communication –Expectations are realistic  If call passed on to another –Ask caller to call you back if do not receive an answer, or needs change

Incoming call with a question/inquiry. Staff determine if they can answer the question or have in- office or county group resources to answer the question. Yes No Staff provides a resource to the client that addresses the issue (fact sheet, web link, Answer Link) or reads the information to the client as appropriate Staff let the caller know that they are referring the question an Extension expert. Staff collects background and contact information, inquires when the answer is needed (ex. ASAP, in a few days), confirms preferred method of contact (phone call back, , etc.) and gives the caller an estimated response time (48 hours). Staff promotes online services offered through CSUCE for future reference as appropriate. Caller urged to call back if needs change or no answer is received. Staff s info to the person with appropriate expertise and places in a ‘pending’ file (also places phone call if 2 nd attempt). Person with appropriate expertise copies client response to Staff or confirms that the question has been answered. Response Confirmed Response not confirmed End CSU Cooperative Extension Staff Procedure for Answering Technical Inquiries Verify with appropriate person and if no response, make different referral. Update client with a phone call or . Staff transfers call and initial contact responsibility within office. 8/17/06 version 2 ebried Staff indicates that expertise is available within the county group and transfers, provides a contact number for or serves as a liaison (per local preferences). Contact responsibility is transferred with the call. Staff provides contact info for appropriate agency or local 411 End

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