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The Beauty of Change WRSU Customer Service. Basic Customer Service Communication Other Languages.
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Transcript of The Beauty of Change WRSU Customer Service. Basic Customer Service Communication Other Languages.
The Beauty of Change
WRSU Customer ServiceWRSU Customer Service
Basic Customer ServiceBasic Customer Service
CommunicationCommunication
Other LanguagesOther Languages
ForewordForeword
This training has information about This training has information about how you can help our organization how you can help our organization
achieve a high level of satisfaction and achieve a high level of satisfaction and loyalty among all the people it serves.loyalty among all the people it serves.
This training will help you with basic information about providing good
customer service, communication and proper use of other languages.
ObjectivesObjectives
Participant will; Demonstrate positive customer
service skills Identify different impacts of
negative and positive customer service
Be able to demonstrate effective communication strategies
Know when and how to use your language appropriately
Your Cascading RoleYour Cascading Role
Dr. Yvette Roubideaux, IHS DirectorDr. Yvette Roubideaux, IHS Director
Dorothy Dupree, Phoenix Area DirectorDorothy Dupree, Phoenix Area Director
Kathleen Sebelius, DHHS DirectorKathleen Sebelius, DHHS Director
President Barack ObamaPresident Barack Obama
Michelle Martinez, WRSU CEOMichelle Martinez, WRSU CEO
WRSU Department DirectorWRSU Department Director
WRSU Department SupervisorWRSU Department Supervisor
Evaluation & AccreditationEvaluation & Accreditation
Customer Service also effects evaluation Customer Service also effects evaluation and accreditation. and accreditation.
Each employee is responsible to Each employee is responsible to project a positive image of the project a positive image of the
Indian Health Service.Indian Health Service.• YouYou
help improve customer service.help improve customer service.
help improve customer satisfaction.help improve customer satisfaction.
help bridge communication gaps. help bridge communication gaps.
are important.are important.
• YouYou count and count and YouYou can make a difference. can make a difference.
everyone is a unique and valued individual. Each employee is responsible to project a positive image of the Indian Health Service.
Treat Customers Treat Customers with Courtesy with Courtesy and Respectand Respect
Bring a Caring andBring a Caring and Concerned Attitude Concerned Attitude
to Workto Work(Empathy)(Empathy)
Provide Prompt and Provide Prompt and Efficient ResponseEfficient Response
to Customers Needsto Customers Needs and Requestsand Requests
Communicate Effectively; Communicate Effectively; without Bias, Stereotype orwithout Bias, Stereotype or
Other Demeaning or Hostile EmotionOther Demeaning or Hostile Emotion
Poor Customer Service = Poor Customer Service =
Negative ImpactsNegative ImpactsEMPLOYEESEMPLOYEESPoor AttitudesPoor AttitudesAbsenteeismAbsenteeismPoor PerformancePoor PerformanceLack of CommunicationLack of CommunicationLow MoraleLow MoraleNo TeamworkNo TeamworkEmotional OutburstsEmotional OutburstsPoor CooperationPoor Cooperation
CUSTOMERSCUSTOMERSLess ‘Return’ CustomersLess ‘Return’ CustomersPoor SatisfactionPoor SatisfactionComplaints / LawsuitsComplaints / LawsuitsBad Public Image Bad Public Image Less MoneyLess MoneyLack of DiversityLack of DiversityPoor Communication Poor Communication Feel WorseFeel WorseLoss of TrustLoss of Trust
Positive Customer Service = Positive Positive Customer Service = Positive ImpactsImpacts
EMPLOYEESEMPLOYEES
Better HealthBetter HealthPositive AttitudePositive AttitudeBoosts MoraleBoosts MoraleSupports TeamworkSupports TeamworkFewer Missed DaysFewer Missed DaysEnhanced DiversityEnhanced DiversityPositive CommunicationPositive Communication
CUSTOMERSCUSTOMERS More Return CustomersMore Return Customers LoyaltyLoyalty Increased SatisfactionIncreased Satisfaction More RecommendationsMore Recommendations Fewer Fewer
Complaints/LawsuitsComplaints/Lawsuits Better HealthBetter Health Better Public Image Better Public Image More MoneyMore Money Supports DiversitySupports Diversity Improved CommunicationImproved Communication
It is not hard to provide good It is not hard to provide good customer service when we live customer service when we live
it. it.
The challenge comes when times get The challenge comes when times get tough.tough.
At the end of the day when all is said and done ask yourself;
• Did I do my best?
• Did I help people?
• Did I make someone happy today?
• What can I do better tomorrow?
COMMUNICATIONCOMMUNICATION
Communication is the key to Communication is the key to excellent …...excellent …...
Customer Customer ServiceService
WhatWhat Is Communication? Is Communication?
The Way We Exchange Information Access to Better Understanding Customers Speaking / Writing / Behavior Mutual Understanding More Than Just Words
You help to provide excellent customer service by using effective communication skills.
Be respectful and effective with everyone Understand Your Customers Create Win / Win Solutions
Biased or Preconceived?Biased or Preconceived?
Recognize and become aware of your own personal biases.
Make a conscious choice not to be biased. Move past stereotypes.
When you hit a bumpy road…….When you hit a bumpy road…….
1. Listen to Your Customer2. Remain Professional 3. Keep Your Environment Professional4. Show Empathy5. Remove Negative or Hostile Emotions6. Know How to Interact with Your Customers7. Problem Solve8. Satisfy The Customer – Are They Happy When They
Leave?
• Did my customer understand?• Am I biased when I communicate?• How can I communicate differently so
that my customers are satisfied?
Communication is more than just words.
Ask yourself those tough questions Ask yourself those tough questions about your communication style.about your communication style.
Poor CommunicationPoor Communication
Hinder Relationships Decrease Cooperation Effect your ability to lead or influence
others Cause hurt feelings Low morale, teamwork & productivity Drive customers away. Hurt the organizations image. Create a hostile environment.
Accept Feedback: Give some sign that you are open to input by listening.
Recognize the negative or positive impact of your communication
Apologize: Say “I’m Sorry” or “I apologize” and do so sincerely.
Ask Questions for Clarification:
Adjust/Change: State or demonstrate what you will do differently.
‘ ‘Good’ Customer Service SkillsGood’ Customer Service Skills
OTHER LANGUAGESOTHER LANGUAGES
LanguagesLanguages
Languages are an important part of communication. They allow us to give
more meaningful care to our customers.
Although English is the official language of Indian Health Services, the population we serve speaks many languages.
Diversity of language is important to us because there are times when we need those languages to enhance the services we are providing to customers.
We Are DiverseWe Are Diverse
When When shouldshould I use my language? I use my language?
• To bridge the gap by translating and allowing people to better understand each others needs
• Assist customers with questions, misunderstood information and to calm or reassure customers with fears
• Help every customer know what is said • Respectfully address customers
language needs
I I should notshould not use my language to …… use my language to ……
Gossip while on duty Get the final word in a disagreement Prevent another customer from
knowing what is being said Nickname Encourage or participate in speaking
against another employees professional treatment
In ConclusionIn Conclusion
Dr. Roubideaux has said “Dr. Roubideaux has said “How we treat our How we treat our customers is a big dealcustomers is a big deal” and “” and “How weHow we
treat each other is a big deal treat each other is a big deal””
We want WRSU to be a great place to work.
You can help to get it out that we are here to serve the community with excellent service each and every time they come.
Our GoalOur Goal
For Whiteriver Service Unit to be known as a healthy, caring, positive and
professional organization.