the child support customer experience. what is customer service? one definition: a series of...

The Child Support Customer Experience


What is Customer Service?

One definition: A Series of activities designed to enhance the level of customer satisfaction

What is your definition as it relates to child support?


• Right thing to do

• County Vision

• State and Federal emphasis• DCSS – Improving the “customer

experience”• Cases runs smoother


• Happy customer = paying customer

• Minimize complaints

• Core part of DCSS strategy and objectives

• Outstanding customer relations

• You are the agency


• Family Code 17804

• Ombudsperson Unit

• Complaint Resolution

• State Hearing


• Determine what the customer is asking

• Determine if you can provide what they are asking

• Provide information

• Follow Up

• Want to handle complaint or concern at the earliest point possible


• Internal Customers

• External Customers


• First experience with court• Nerves and stress• Unfamiliar• Dealing with sensitive issues• Children and money

• Unknown outcome

• Captive audience

• Don’t want to be there

• Sometimes not sure what they want


• Clear and concise answers

• Knowledgeable staff

• Have their issues resolved

• Respect

• Education


• What are the primary reasons a child support attorney might get a complaint from a customer?

• Internal Customers

• External Customers

BREAK OUT GROUPS


BREAK OUT GROUPS

• How do we overcome potential customer complaints?

• What can we do?


• Active listening

• Attentiveness

• Patience

• Addressing the parties


• Empathy

• Using positive language

• Clear communication

• Claming presence


• Consistency

• Adaptability

• Knowledge

• Professionalism


• Attitude

• Don’t become defensive

• Mirror what you expect

• Be approchable


• Speak in terms the customer will understand

• Know your customer or your audience

• Control the interview

• Look for efficiencies in the process


• Follow through

• Remain neutral

• Conflict resolution

• Document appropriate facets in CSE


• Allow customers some room to “vent”

• Avoid getting trapped into negative dialogue

• Use active listening

• Strive for mutually beneficial resolution


• Draw on your positive experiences

• Use your knowledge to educate

• Positive interactions usually lead to positive outcomes

• Don’t assume the customer know the process


• Remain professional

• Document

• Notify your supervisor of potential issues


Thank You for Attending Legal Summit II

the child support customer experience. what is customer service? one definition: a series of...

Documents