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.