1. Welcome! Indiana State Personnel Department Human Resources Conference April 30 and May 1, 2008 Brown County Inn - Nashville, Indiana

2. CUSTOMER SERVICE Heather Hewitt Indiana Department of Transportation April 30 2008

3. Attitude and Interest In order to give great customer service, it starts with your attitude and interest. –Do you care about your customer? –Do you have a supervisor that cares too? –Do you have the authority to be creative to make the partnership work?

4. CUSTOMERS? Who are our customers?

5. CUSTOMERS? Internal Customers –Our Manager/Supervisor –Our Employee –Our Peers –Anyone within our own Agency

6. CUSTOMERS? External Customers –If in the field, the Agency Supervisors/Managers –If in the field, the Agency Employees –The Public

7. SERVICE Acronym Start a ConversationSStart a Conversation Evaluate the Customer’s NeedsE Evaluate the Customer’s Needs Realize the OptionsR Realize the Options Visualize and “Get the Buy-in”VVisualize and “Get the Buy-in” Include Additional ServicesIInclude Additional Services Close the AgreementC Close the Agreement Emphasize Continual SatisfactionEEmphasize Continual Satisfaction

8. Why is this important? Communicate Effectively Manage Execution Build Trust

9. EXERCISE Situation 1 Situation 2 Situation 3 Situation 4

10. SUMMARY We are here to serve our State and its employees. Seamless Transitions! Give great SERVICE! Get it done the right way, the first time!