1. The Child Support Customer Experience

3. What is Customer Service? One definition: A Series of activities designed to enhance the level of customer satisfaction What is your definition as it relates to child support?

4. The Child Support Customer Experience Right thing to do County Vision State and Federal emphasis DCSS – Improving the “customer experience” Cases runs smoother

5. The Child Support Customer Experience Happy customer = paying customer Minimize complaints Core part of DCSS strategy and objectives Outstanding customer relations You are the agency

6. The Child Support Customer Experience Family Code 17804 Ombudsperson Unit Complaint Resolution State Hearing

7. The Child Support Customer Experience Determine what the customer is asking Determine if you can provide what they are asking Provide information Follow Up Want to handle complaint or concern at the earliest point possible

8. The Child Support Customer Experience Internal Customers External Customers

9. The Child Support Customer Experience First experience with court Nerves and stress Unfamiliar Dealing with sensitive issues Children and money Unknown outcome Captive audience Don’t want to be there Sometimes not sure what they want

10. The Child Support Customer Experience Clear and concise answers Knowledgeable staff Have their issues resolved Respect Education

11. The Child Support Customer Experience What are the primary reasons a child support attorney might get a complaint from a customer? Internal Customers External Customers BREAK OUT GROUPS

12. The Child Support Customer Experience BREAK OUT GROUPS How do we overcome potential customer complaints? What can we do?

13. The Child Support Customer Experience Active listening Attentiveness Patience Addressing the parties

14. The Child Support Customer Experience Empathy Using positive language Clear communication Claming presence

15. The Child Support Customer Experience Consistency Adaptability Knowledge Professionalism

16. The Child Support Customer Experience Attitude Don’t become defensive Mirror what you expect Be approchable

17. The Child Support Customer Experience Speak in terms the customer will understand Know your customer or your audience Control the interview Look for efficiencies in the process

18. The Child Support Customer Experience Follow through Remain neutral Conflict resolution Document appropriate facets in CSE

19. The Child Support Customer Experience Allow customers some room to “vent” Avoid getting trapped into negative dialogue Use active listening Strive for mutually beneficial resolution

20. The Child Support Customer Experience Draw on your positive experiences Use your knowledge to educate Positive interactions usually lead to positive outcomes Don’t assume the customer know the process

21. The Child Support Customer Experience Remain professional Document Notify your supervisor of potential issues

22. The Child Support Customer Experience Thank You for Attending Legal Summit II