1. Civil Rights Training Part 2: Customer Service UTAH STATE OFFICE OF EDUCATION CHILD NUTRITION PROGRAMS 2014 ADAPTED FROM MPRO REGIONAL TRAINING 2009 USDA is an equal opportunity provider and employer.

2. Customer Service & Civil Rights  Provides Best Service  Saves Money  Saves Resources  Put Your Best Foot Forward

3. Customer Service Philosophy  S ervice is E ffectively communicating with customers R esponding to their needs, V aluing their worth, and I nstilling excellence through courtesy, C onfidence, and E nthusiasm.

4. LINK Service Excellence: You’re the LINK

5. Mission of USDA Food and Nutrition Service (FNS)  Our mission is to increase food security and reduce hunger in partnership with cooperating organizations by providing children and low-income people access to food, a more healthful diet, and nutrition education in a manner that supports America agriculture and inspires public confidence

6. FNS Values  USDA is an Every Day, Every Way department and the work we do touches the life of every American. We all have a responsibility to make sure that our programs serve all of the people who need them and that they are managed in the most efficient manner possible through:  A commitment to mission goals  A passion for customer service  Integrity, transparency, honesty  Accountability for our actions and  Respect for others

7. Our Roles Are Important  Position of trust  Image depends upon you  Reputations built over time  It’s all about the children

8. The Customer & Customer Service  Customer  Anyone to whom a service is provided  Treat them all well and in good faith and honesty  Service Excellence and Making a Difference  Dignity and respect  Respond in non-threatening manner  Clearly communicate  Identify methods for overcoming barriers (Stress)  Identify and use tools/techniques

9. Dealing with Dissatisfied Customers  Empathy  Capacity to participate in another’s feelings or ideas  the identification with or experiencing of the feelings, thoughts, or attitudes of another  Empathetic Statement Example  “I can tell you are really upset. I’m sorry.”

10. Dealing with Angry Customers  Anger  A strong feeling of displeasure and belligerence aroused by a wrong  Techniques  Maintain eye contact, nod occasionally  Acknowledge that you are listening  When appropriate, say phrases such as:  “I understand” or “I can see that you are frustrated”  Let the person talk as long as necessary  Be cautious: your behavior can influence their behavior

11. Dealing with Angry Customers  Do not interrupt the person  Be understanding and sincerely apologize  Talk calmly and slowly in a well-modulated voice tone  Identify the problem  Determine a solution  Gain approval from the customer  Make an agreement  Follow-up

12. Dealing with Angry Customers  Respond in a professional manner regardless of the other person(s) behavior. No matter what happens, try to avoid the most unwanted list of actions, DO NOT:  Hastily/unnecessarily transfer complaint to an unsuspecting co-worker  Ignore a complaint while they “talk themselves out and calm down”  Place a complaint caller on hold and return every 5 minutes or so  State to the complaint caller, “Sorry, it’s not my job!”  Hang up as if it was an accident

13. Your Role Dignity and Respect  All applicants, schools, Day Care Centers and sponsors must be treated with Dignity and Respect  Know the rules as they relate to discrimination:  Discrimination  different treatment which makes a distinction of one person or a group of persons from others; either intentionally, by neglect, or by the actions or lack of actions based on one’s race, color, national origin, age, sex, disability, religion or political beliefs

14. Promoting Good Customer Service & Civil Rights Compliance  Fair hearing notice and “And Justice for All” Posters  Sponsor has plan to address accessibility for the disabled  Accommodate non-English speaking participants  Civil Rights training provided to staff & local partners  Reasonable accommodation for students with dietary disabilities

15. Develop Customer Service SOP’s  Standards of Operation  List of customer service techniques, attitudes and behaviors  job related  assist in the prevention of complaints  improve customer satisfaction  Provide the same training to sub-recipients as it relates to civil rights compliance

16. Civil Rights Resources  http://www.fns.usda.gov/sites/default/files/2009_CR_Policy_Statement.pdf http://www.fns.usda.gov/sites/default/files/2009_CR_Policy_Statement.pdf  http://www.fns.usda.gov/civil-rights http://www.fns.usda.gov/civil-rights  http://www.fns.usda.gov/sites/default/files/113-1.pdf http://www.fns.usda.gov/sites/default/files/113-1.pdf Contact your CNP specialist if you have additional questions at (801) 538-7680. USDA is an equal opportunity provider and employer.