CUSTOMER SERVICE:

It is What YOU Make It!

PRESENTED BY LATRICIA KINLOW

Tukwila Municipal Court

CUSTOMER SERVICE

Define Customer Service Understand Customer Service in the Public

Sector Exceptional Customer Service Preparation Skills

The best thing about my job

The best thing about my court

The best thing about working with

court customers

My WORST customer service

experience

CUSTOMER SERVICE ACTIVITY

CUSTOMER SERVICE• https://www.youtube.com/watch?v=Yz3bDON9bNo

QUESTION

DO COURTS HAVE CUSTOMERS?

cus·tom·er1. a person who purchases goods or services from another; buyer; patron.

2. Informal . a person one has to deal with

serv·ice1. an act of helpful activity; help; aid: to do someone a service.

CUSTOMER SERVICE

CUSTOMER SERVICEAssistance and other

resources that the court provides to the people who

use its services

“The problem isn't that your people lack the tools or resources to deliver exceptional customer service, it's that some of them lack the will.”

Anna Eidson

Customer Service In the Courts is GREAT! Except When It Isn't.

ATTITUDE IS EVERYTHING

CUSTOMER SERVICE

TIMES HAVE CHANGED, BUT HAVE YOU?CUSTOMER SERVICE

KNOW YOUR HOOD• Know the Responsibilities & Locations of local

Executive & Judicial Branch Departments

• Know the Location of Other Government Offices/Agencies in your area (DOL, DMV, U.S. Post Office, Social Service agencies)

• Know Your Community (Food Pantry, Gas Stations, ATM, Banks, etc.)

WATCH YOUR LANGUAGEInstead of starting your sentence with, “No” or “I can’t”, try using the following:

“I understand your request. Here is what I can do……..”

“What you may want to do is………….”

“While I am unable to __________, you do have the option of _______....”

WATCH YOUR LANGUAGEInstead of saying, “I already told/explained this to you…” or “Didn’t I just talk to you about this yesterday?” try :

“Hi Mr./Ms. (customer name). I believe I had the pleasure of serving you yesterday and we discussed…………Did you find that information helpful?”

• Service with a Smile

• Being Courteous is NOT OPTIONAL

• Watch your Language (Verbal and Non-Verbal)

• Posture for Listening

• Non-English does not = Non-Hearing

• If you’re happy and you know it, tell your face

• If you’re NOT happy and you know it, fix your face

BACK TO BASICS

• Yo Momma OR My Momma

• Listen with Intent

• Go the Extra Mile

• Patience is a VIRTUE & a REQUIREMENT

• Are You Talking To Me?

BACK TO BASICS

Can Provide Cannot ProvideLegal definitions Legal interpretations

Procedural definitions Procedural adviceCites of statutes, court rules,

and ordinancesResearch of statutes, court

rules, and ordinances

Public case information Confidential case informationGeneral information on court

operationsConfidential or restricted

information on court operations

Options OpinionsAccess Deny access, discourage

access, or encourage litigation

General referrals Subjective or biased referralsForms and instructions on how

to complete formsFill out forms for a party

15

THE CANS & THE CANNOTS

BACK TO BASICS• TEAM

• Don’t get caught-up in the CHAOS

• Give them a customer service experience of a lifetime

• Practice your salutation and your valediction

WHAT YOU DO AFFECTS ME, TOO!“As professionals, court employees should always seek to preserve the dignity of the individual, thereby preserving the dignity of the court. Court employees should never criticize a co-worker in public or denigrate a customer.”

COURT MANAGEMENT COUNCIL MODEL CODE OF CONDUCT FOR COURT EMPLOYEES

CUSTOMER SERVICE

EXCEPTIONAL CUSTOMER SERVICE

• Respond to customer questions in a courteous and professional manner

• Record and verify accurate information on all customer inquiries

• Positively and respectfully communicate with customers

• Maintain customer confidentiality

MAKE LIKE A SCOUT BE PREPARED

• Know Your Internal Polices

• Expect to answer the SAME questions over and

over and over again

• Make sure you are providing the most current information, forms, documents,

• Make sure information on your website is current

• When short-staffed, TELL THE CUSTOMER

CUSTOMER SERVICENACM Model Code of Conduct for Court Professionals

CUSTOMER SERVICEDefine Customer ServiceUnderstand Customer Service in the Public

SectorExceptional Customer ServicePreparation Tools & Techniques

REMEMBER: CUSTOMER SERVICE IS WHAT YOU MAKE IT!

Thank You