1. PAYROLL CUSTOMER SERVICE

2. What Is Customer Service?
A policy to ensure that customers receive what they need or want in an efficient manner to ensure they believe that they are your most important interest at that point of contact.

3. Who Are The Customers You Serve?
THE EMPLOYEES! You’ve got something they want, and they’ll come back to get it on a repeated basis… THEIR PAYCHECK!

4. Understanding Payroll’s Type Of Customers
EXTERNAL (Industry Connections)
INTERNAL (Company Employees)

5. Why Is Customer Service Important To A Payroll Department?
If productivity and efficiency is an integral part of your Payroll Department, then a customer service policy actually makes your job as a payroll professional easier…

6. The Customer Service area of Payroll is responsible for servicing customers and processing:
Returned checks and r ing returned W-2s
Employment Verifications
COBRA and health insurance payments
s from the Payroll Office web site links
Direct Deposit Authorization Forms and Check Distribution Information
“Stop Payments” for paychecks and interface with your company’s bank
Retirement service credit requests for former staff

7. Customer Service Skills To Perfect
PATIENCE
CLEAR COMMUNICATION SKILLS
ABILITY TO USE “POSITIVE LANGUAGE”
TIME MANAGEMENT SKILLS
A CALMING PRESENCE
ABILITY TO HANDLE SURPRISES
TENACITY
WILLINGNESS TO LEARN
ATTENTIVENESS
KNOWLEDGE OF THE PRODUCT
ACTING SKILLS
ABILITY TO “READ” CUSTOMERS
GOAL ORIENTED PRESENCE
PERSUASIVE SKILLS
CLOSING ABILITY

8. Self-Evaluating Questions To Ask When Contemplating Customer Interaction
Am I answering the phone within 3 to 4 rings?
Do I offer assistance immediately (How may I help you or How may I serve you?)?
Am I answering s within 12 hours of their arrival?
Am I promoting my pleasure to be able to serve my troubled customer?
Do I greet the customer with information (Good morning Payroll…This is Judy…)?
Is my voice HAPPY, WILLING and ENGAGING?
Do I consider the level of knowledge of my audience prior to answering?

9. The Four Key Elements Of Good Customer Service
A high level of trust in your company and in the people customers deal with
Knowledgeable employees who understand what customers are talking about
The company and its employees not wasting the customers’ time
Friendly employees who go the extra mile for customers

10. Question Of The Day… “How does my company get to a high level of customer service, where the key elements become second nature to my employees?”
Make sure that everyone in your company understands and measures the customer experience
Educate your people about how they should act and treat customers
Communicate examples of good customer service to your employees
Make sure that potential and new employees have the kind of customer service mindset that you want
Deal with employees who can’t or won’t deliver the customer service you need

11. QUESTIONS AND/OR COMMENTS

12. THANK YOU!!!