CUSTOMER SERVICE SKILLS TRAINING 1 A VALUABLE ASSET TO YOUR CHILD SUPPORT CALL CENTER AND/OR ENFORCEMENT OPERATION

2 “This was the easiest customer service call I’ve had and I know it sounds corny, but it really made my day start off right. I wish everyone in every office in every state could be like ____. Honestly, she is a model representative to your office as far as I’m concerned, and she should be training people!” J. Sprague Arlington, Virginia

3 “WOW! I lived in DC until I was 25 years old, and I had several encounters with the DC government. I have never had such a pleasant experience as the one I had today. I set aside 25 minutes to handle this matter, but _______ was so efficient there was time left over to write this letter of appreciation!” L. Miller Upper Marlboro, MD

4 “I am writing to compliment one of your customer service associates, Ms. Johnson…I consider myself lucky to have gotten Ms. _______ when I called. She could not have been more kind, efficient, and friendly in helping me…It is obvious that Ms. _______ enjoys her job!” R. Margolies Montgomery County, MD

5 “Customer service skills training can be a valuable asset in a Child Support Customer Service Center and/or Enforcement Operation … when used in a conscientiously applied program of New-Hire training and Regular reminders.” OUR PREMISE

6 TRAINING CURRICULUM (sample) Service Mentality Basic Telephone Etiquette Effective Listening Skills Effective Questioning Techniques How to Handle the Irate (Abusive) Caller How to Deal with a Foreign Accent Coaching Skills

“HOW TO HANDLE THE IRATE CALLER”

“How to Deal With A Foreign Accent”

9 TYPICAL COMPONENTS DVDs Online Access Self-paced Workbooks Testing Supplies Reminder Cards

10 DEPLOYMENT APPROACHES New-Hire Training Regular Reminders Training Days “Brown Bag Lunches” (6-10)(30-40 mins) Video clip Group discussion Role Play Quiz

11 BENEFITS Enhanced Customer Satisfaction Improved Productivity Increased Staff Morale

12 QUESTIONS?