Learning & Organizational Effectiveness

Focus on ServiceFocus on ServiceFocus on ServiceFocus on Service

Florida Department of

Children & Families

Florida Department of

Children & Families

Learning & Organizational Effectiveness2

• Determine and describe our customers

• Identify methods of effective communication that enhance customer service

• Discuss techniques for handling difficult situations

• Relate customer service to the Department’s commitment and legal requirements for customer service

• Develop a personal action plan to improve their customer service skills

ObjectivesObjectivesObjectivesObjectives

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Implements:

• Open Government

• Code of Ethics

• Code of Personal Responsibility

• Plain Language Initiative

• Customer Service Initiative

Executive Order 07- 01Executive Order 07- 01

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Florida Customer Service Standards Act

• Identifies the importance of customer service

• Requires Department policies that support positive customer service

• Mandates customer service training

Florida Statute 23.30Florida Statute 23.30

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Top-to-Bottom Performance Review:

• Assess current performance

• Identify strengths & weaknesses in customer service & customer satisfaction

• Analyze factors impacting customer service performance

• Develop strategies to improve performance

DCF Customer Service Initiative

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• Integrity

• Leadership

• Transparency

• Accountability

• Community Partnerships

• Orientation to Action

DCF Guiding PrinciplesDCF Guiding Principles

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Transparency:

• Communicate openly and clearly

• Provide concise and accurate information in a timely manner

• Avoid ambiguous references

DCF Guiding PrinciplesDCF Guiding Principles

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Accountability:

• Act in best interest of consumers

• Hold responsible for our actions

• Duty to answer to and serve the citizens of the State of Florida

DCF Guiding PrinciplesDCF Guiding Principles

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• A typical organization never hears from 91% of unhappy customers

• Unhappy customers tell 20+ of poor experience

• Satisfied customers tell 10-12 people

Customer Service DataCustomer Service DataCustomer Service DataCustomer Service Data

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• Clarifying job expectations

• Defining who, what, when, where & how

• Increasing effective communication

• Understanding need for courtesy, dignity & respect

• Supporting mission of the Department

• Reducing stress

BenefitsBenefits BenefitsBenefits

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“A person with whom one has dealings.”

List people/entities that are your customers:

List people/entities for whom you are a customer:

1.

2.

3.

1.

2.

3.

Who Are Your Customers?Who Are Your Customers?Who Are Your Customers?Who Are Your Customers?

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When do you deliver customer service?

Delivery PointsDelivery Points

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Customer FocusedCustomer FocusedCustomer FocusedCustomer Focused

• “Outside-in” vs. “Inside-out”

• Involuntary customers

• Quality of service contributes to the successful fulfillment of the Department’s mission

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What Do Customers Want?What Do Customers Want?What Do Customers Want?What Do Customers Want?

Customers want:

• To be taken seriously

• To be treated with respect

• To get immediate action

• The problem resolved

• To be listened to

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• Big picture

• Positive connection

• Resiliency (bounce back)

• Enthusiasm & Energy

• Approachability

• Knowledgeable Staff

• Empathetic

• Self-Awareness

Customer Service QualitiesCustomer Service Qualities

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You will never get a second chance to

make a first impression!

Defining MomentDefining Moment

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Hearing vs. ListeningHearing vs. ListeningHearing vs. ListeningHearing vs. Listening

Hearing is a physical act.

Hearing acknowledges sounds.

Listening is an intellectual and emotional act.

Listening requires that you understand what is said.

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“Listening, whether done by individuals or by

companies and government, is a signal of

respect. When people don’t feel listened to,

they don’t feel respected. And when they don’t

feel respected, they feel anger and resentment.

This resentment is exacerbated if people think

you’re pretending to listen but aren’t.”

Hugo Powell

ListeningListening

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aaaa

1. Passive – makes no effort to listen

2. Selective – listens superficially

3. Attentive – concentrates & focuses

4. Active – pays close attention

Four Levels of ListeningFour Levels of ListeningFour Levels of ListeningFour Levels of Listening

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CommunicationCommunication

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38%

7%

55%

Tone of Voice

Words

Body Language

CommunicationCommunication

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• Facial Expressions

Nonverbal CommunicationNonverbal Communication

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• Eye Contact

• Gestures

Nonverbal CommunicationNonverbal Communication

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aaaa

How can I help you?

Here are some options…

I apologize

I understand

I can see why you feel that way

Power PhrasesPower PhrasesPower PhrasesPower Phrases

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aaaa

It’s out of our control

You should have…

That’s not my area

You don’t seem to understand

We won’t…..we never….we can’t

It’s not our policy

Poison PhrasesPoison PhrasesPoison PhrasesPoison Phrases

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Customer Centered ServiceCustomer Centered Service Customer Centered ServiceCustomer Centered Service

• Acknowledge

• Assess

• Affirm

• Analyze

• Agree

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• Keep your emotional perspective

Difficult SituationsDifficult Situations

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• Explain what can be done

• Give background information

• Keep comments on a professional, adult level

• Offer alternatives when you can

• Avoid making excuses

• Eliminate negative phrases

• Don’t mention other/similar complaints

Strategies for Saying “No”Strategies for Saying “No”

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When You Can’t Say “Yes”When You Can’t Say “Yes” When You Can’t Say “Yes”When You Can’t Say “Yes”

Use the Service No Sandwich

ACTION

What I Will Do Is

What You May Want To Do Is

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Focus on Service PlanFocus on Service Plan Focus on Service PlanFocus on Service Plan

1. Most important thing I learned:

2. My strongest customer service skill is:

3. The customer service skill I most want to

work on is:

4. What I will do to improve my customer

service skills:

Learning & Organizational Effectiveness31

Serve – meet the customer’s wants and needs

Excel - give the customer exceptional value

Reliable - provide consistent & trustworthy service

Versatile - stay open to the customer's needs

Inviting - ensure the customer feels welcome

Courteous - show respect by being considerate.

Empathy - value the customer's viewpoint

SummarySummary

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Your Role Is . . .Your Role Is . . . Your Role Is . . .Your Role Is . . .

To treat your customers as the most important part of your job by…

• Showing others respect

• Listening carefully

• Speaking courteously

• Providing fair and professional service to all customers.

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• Determine and describe our customers

• Identify methods of effective communication that enhance customer service

• Discuss techniques for handling difficult situations

• Relate customer service to the Department’s commitment and legal requirements for customer service

• Develop a personal action plan to improve their customer service skills

ObjectivesObjectivesObjectivesObjectives

Learning & Organizational Effectiveness

Congratulations!Congratulations!

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You have You have successfully successfully completed completed

Focus on ServiceFocus on Service for the for the

Department of Department of Children and Children and

Families!Families!