1. Learning & Organizational Effectiveness Focus on Service Florida Department of Children & Families Florida Department of Children & Families

2. Learning & Organizational Effectiveness 2 Determine and describe our customers Identify methods of effective communication that enhance customer service Discuss techniques for handling difficult situations Relate customer service to the Department’s commitment and legal requirements for customer service Develop a personal action plan to improve their customer service skills ObjectivesObjectives

3. Learning & Organizational Effectiveness 3 Implements: Open Government Code of Ethics Code of Personal Responsibility Plain Language Initiative Customer Service Initiative Executive Order 07- 01

4. Learning & Organizational Effectiveness 4 Florida Customer Service Standards Act Identifies the importance of customer service Requires Department policies that support positive customer service Mandates customer service training Florida Statute 23.30

5. Learning & Organizational Effectiveness 5 Top-to-Bottom Performance Review: Assess current performance Identify strengths & weaknesses in customer service & customer satisfaction Analyze factors impacting customer service performance Develop strategies to improve performance DCF Customer Service Initiative

6. Learning & Organizational Effectiveness 6 Integrity Leadership Transparency Accountability Community Partnerships Orientation to Action DCF Guiding Principles

7. Learning & Organizational Effectiveness 7 Transparency: Communicate openly and clearly Provide concise and accurate information in a timely manner Avoid ambiguous references DCF Guiding Principles

8. Learning & Organizational Effectiveness 8 Accountability: Act in best interest of consumers Hold responsible for our actions Duty to answer to and serve the citizens of the State of Florida DCF Guiding Principles

9. Learning & Organizational Effectiveness 9 A typical organization never hears from 91% of unhappy customers Unhappy customers tell 20+ of poor experience Satisfied customers tell 10-12 people Customer Service Data

10. Learning & Organizational Effectiveness 10 Clarifying job expectations Defining who, what, when, where & how Increasing effective communication Understanding need for courtesy, dignity & respect Supporting mission of the Department Reducing stress Benefits Benefits

11. Learning & Organizational Effectiveness 11 “A person with whom one has dealings.” List people/entities that are your customers: List people/entities for whom you are a customer: 1. 2. 3. 1. 2. 3. Who Are Your Customers?

12. Learning & Organizational Effectiveness 12 When do you deliver customer service? Delivery Points

13. Learning & Organizational Effectiveness 13 Customer Focused “Outside-in” vs. “Inside-out” Involuntary customers Quality of service contributes to the successful fulfillment of the Department’s mission

14. Learning & Organizational Effectiveness 14 What Do Customers Want? Customers want: To be taken seriously To be treated with respect To get immediate action The problem resolved To be listened to

15. Learning & Organizational Effectiveness 15 Big picture Positive connection Resiliency (bounce back) Enthusiasm & Energy Approachability Knowledgeable Staff Empathetic Self-Awareness Customer Service Qualities

16. Learning & Organizational Effectiveness 16 You will never get a second chance to make a first impression! Defining Moment

17. Learning & Organizational Effectiveness 17 Hearing vs. Listening Hearing is a physical act. Hearing acknowledges sounds. Listening is an intellectual and emotional act. Listening requires that you understand what is said.

18. Learning & Organizational Effectiveness 18 “Listening, whether done by individuals or by companies and government, is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is exacerbated if people think you’re pretending to listen but aren’t.” Hugo Powell Listening

19. Learning & Organizational Effectiveness 19 aa 1. 1.Passive – makes no effort to listen 2. 2.Selective – listens superficially 3. 3.Attentive – concentrates & focuses 4. 4.Active – pays close attention Four Levels of Listening

20. Learning & Organizational Effectiveness 20 Communication

21. Learning & Organizational Effectiveness 21 Communication

22. Learning & Organizational Effectiveness 22 Facial Expressions Nonverbal Communication

23. Learning & Organizational Effectiveness 23 Eye Contact Gestures Nonverbal Communication

24. Learning & Organizational Effectiveness 24 aa How can I help you? Here are some options… I apologize I understand I can see why you feel that way Power Phrases

25. Learning & Organizational Effectiveness 25 aa It’s out of our control You should have… That’s not my area You don’t seem to understand We won’t…..we never….we can’t It’s not our policy Poison Phrases

26. Learning & Organizational Effectiveness 26 Customer Centered Service Customer Centered Service Acknowledge Assess Affirm Analyze Agree

27. Learning & Organizational Effectiveness 27 Keep your emotional perspective Difficult Situations

28. Learning & Organizational Effectiveness 28 Explain what can be done Give background information Keep comments on a professional, adult level Offer alternatives when you can Avoid making excuses Eliminate negative phrases Don’t mention other/similar complaints Strategies for Saying “No”

29. Learning & Organizational Effectiveness 29 When You Can’t Say “Yes” When You Can’t Say “Yes” Use the Service No Sandwich ACTION What I Will Do Is What You May Want To Do Is

30. Learning & Organizational Effectiveness 30 Focus on Service Plan Focus on Service Plan 1. Most important thing I learned: 2. My strongest customer service skill is: 3. The customer service skill I most want to work on is: 4. What I will do to improve my customer service skills:

31. Learning & Organizational Effectiveness 31 Serve – meet the customer’s wants and needs Excel - give the customer exceptional value Reliable - provide consistent & trustworthy service Versatile - stay open to the customer's needs Inviting - ensure the customer feels welcome Courteous - show respect by being considerate. Empathy - value the customer's viewpoint Summary

32. Learning & Organizational Effectiveness 32 Your Role Is... Your Role Is... To treat your customers as the most important part of your job by… Showing others respect Listening carefully Speaking courteously Providing fair and professional service to all customers.

33. Learning & Organizational Effectiveness 33 Determine and describe our customers Identify methods of effective communication that enhance customer service Discuss techniques for handling difficult situations Relate customer service to the Department’s commitment and legal requirements for customer service Develop a personal action plan to improve their customer service skills ObjectivesObjectives

34. Learning & Organizational Effectiveness Congratulations! 34 You have successfully completed Focus on Service for the Department of Children and Families!