1. Cassandra McGilbray, Director
The Chickasaw Nation
Office of Child Support Services

2. Topics of Discussion

3. “Strengthening Families”
Effective Casework
“Strengthening Families”
What is your mission?

4. First Impressions
First impressions define a customers perception of you and your program
Establishes a customers level of cooperation.
Statistics - 5:1 ratio

5. Effective interviewers have a variety of strategies & techniques.
Where Do I Start?
Effective interviewers have a variety of strategies & techniques.
Understanding your Interpersonal Relationships/Skills
Acknowledgement of vital component …Exemplary Customer Service

6. Customer Service Skills “a series of activities designed to enhance the level of customer satisfaction”
Consider both customers needs and expectations
Know who your customers are
External customers
Internal customers
Consistency in services
Effective service every time.
Customer service is the cornerstone of what we do

7. Customer Services Skills Cont…
Professionalism
Knowledgeable staff
Professional appearance
Prepared and organized
Empathy – fair - respect
Prompt Attention and Acknowledgement
Eye contact
Welcoming - friendly greeting
Be on time
Personal Attention
Personalized service
Address customers by name
Create a Calm, Open Environment
Eliminate distraction
Room arrangement
Private location for interview

8. Customer Service Skills Cont…
Clear Communication
Be prepared
open ended questions and feedback
Effective Listening
Encourage
Restate
Reflect
Summarize
Patience
Use time effectively
Closing Ability
Everything's taken care of?
Follow up actions

9. Interpersonal Skills “skills used by a person to interact and communicate with others”
Effective Communication
Listen and comprehend
Choose your word
Assertive Communication
Clear and balanced
Anger Management
Evaluate and understand
Conflict Resolution
Mediation Model
Teamwork
Teamwork = success
Be Positive
Happy face
Reflect and improve
Learn from past experiences

10. GROUP ACTIVITY: INTRODUCTIONS

11. I DIDN’T SAY THAT SHE STOLE THE PURSE
Communication Skills “Seek first to understand, then to be understood” - Stephen R. Covey
Non-verbal Communication
Tone of Voice
Body Language
The Power of Listening
F.L.A.T (Focused Listening and Talking)
Message breakdown
7% verbal/spoken words
38% tone of voice
55% body language
Verbal Communication
Words Spoken
I DIDN’T SAY THAT SHE STOLE THE PURSE

12. Tactics for Handling Difficult Customers
Utilize Skills Discussed!
Be a Good Listener
Think before you Respond
Empathize
Personalize Situation
Recognize Underlying Factors
Resolve & Summarize
Involve Management

13. The Angry Customer Maintain Focus and Control
Listen and Provide Feedback
Be Supportive and Empathic
Allow Customer to Vent
Acknowledge Errors – Apologize
Negotiate a workable solution
Communicate Results

14. Group Exercise
Presented by: Meekin Norman
Modoc Tribe of Oklahoma

16. Cassandra McGilbray Office of Child Support Enforcement
The Chickasaw Nation
Office of Child Support Enforcement