CUSTOMER SERVICE: It is What YOU Make It! PRESENTED BY LATRICIA KINLOW Tukwila Municipal Court

CUSTOMER SERVICE  Define Customer Service  Understand Customer Service in the Public Sector  Exceptional Customer Service  Preparation Skills

The best thing about my job The best thing about my court The best thing about working with court customers My WORST customer service experience CUSTOMER SERVICE ACTIVITY

CUSTOMER SERVICE

QUESTION DO COURTS HAVE CUSTOMERS?

cus·tom·er 1. a person who purchases goods or services from another; buyer; patron. patron 2. Informal. a person one has to deal with serv·ice 1. an act of helpful activity; help; aid: to do someone a service. CUSTOMER SERVICE

Assistance and other resources that the court provides to the people who use its services

“The problem isn't that your people lack the tools or resources to deliver exceptional customer service, it's that some of them lack the will.” Anna Eidson Customer Service In the Courts is GREAT! Except When It Isn't. ATTITUDE IS EVERYTHING CUSTOMER SERVICE

TIMES HAVE CHANGED, BUT HAVE YOU? CUSTOMER SERVICE

KNOW YOUR HOOD Know the Responsibilities & Locations of local Executive & Judicial Branch Departments Know the Location of Other Government Offices/Agencies in your area (DOL, DMV, U.S. Post Office, Social Service agencies) Know Your Community (Food Pantry, Gas Stations, ATM, Banks, etc.)

WATCH YOUR LANGUAGE Instead of starting your sentence with, “No” or “I can’t”, try using the following: “I understand your request. Here is what I can do……..” “What you may want to do is………….” “While I am unable to __________, you do have the option of _______....”

WATCH YOUR LANGUAGE Instead of saying, “I already told/explained this to you…” or “Didn’t I just talk to you about this yesterday?” try : “Hi Mr./Ms. (customer name). I believe I had the pleasure of serving you yesterday and we discussed…………Did you find that information helpful?”

Service with a Smile Being Courteous is NOT OPTIONAL Watch your Language (Verbal and Non-Verbal) Posture for Listening Non-English does not = Non-Hearing If you’re happy and you know it, tell your face If you’re NOT happy and you know it, fix your face BACK TO BASICS

Yo Momma OR My Momma Listen with Intent Go the Extra Mile Patience is a VIRTUE & a REQUIREMENT Are You Talking To Me? BACK TO BASICS

Can ProvideCannot Provide Legal definitionsLegal interpretations Procedural definitionsProcedural advice Cites of statutes, court rules, and ordinances Research of statutes, court rules, and ordinances Public case informationConfidential case information General information on court operations Confidential or restricted information on court operations OptionsOpinions AccessDeny access, discourage access, or encourage litigation General referralsSubjective or biased referrals Forms and instructions on how to complete forms Fill out forms for a party 15 THE CANS & THE CANNOTS

BACK TO BASICS TEAM Don’t get caught-up in the CHAOS Give them a customer service experience of a lifetime Practice your salutation and your valediction

WHAT YOU DO AFFECTS ME, TOO! “As professionals, court employees should always seek to preserve the dignity of the individual, thereby preserving the dignity of the court. Court employees should never criticize a co-worker in public or denigrate a customer.” COURT MANAGEMENT COUNCIL MODEL CODE OF CONDUCT FOR COURT EMPLOYEES CUSTOMER SERVICE

EXCEPTIONAL CUSTOMER SERVICE Respond to customer questions in a courteous and professional manner Record and verify accurate information on all customer inquiries Positively and respectfully communicate with customers Maintain customer confidentiality

MAKE LIKE A SCOUT BE PREPARED Know Your Internal Polices Expect to answer the SAME questions over and over and over again Make sure you are providing the most current information, forms, documents, Make sure information on your website is current When short-staffed, TELL THE CUSTOMER

CUSTOMER SERVICE NACM Model Code of Conduct for Court Professionals

CUSTOMER SERVICE Define Customer Service Understand Customer Service in the Public Sector Exceptional Customer Service Preparation Tools & Techniques

REMEMBER: CUSTOMER SERVICE IS WHAT YOU MAKE IT! Thank You