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FISCAL MANAGEMENT:

FISCAL MANAGEMENT:. Making Sense of Customer Service. Craig Southern. Department of Driver Services. Welcome!. Housekeeping Mute cell phones/pagers Relax Participate Take notes Have fun. Overview.

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FISCAL MANAGEMENT:

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  1. FISCAL MANAGEMENT: Making Sense of Customer Service

  2. Craig Southern Department of Driver Services

  3. Welcome! • Housekeeping • Mute cell phones/pagers • Relax • Participate • Take notes • Have fun

  4. Overview • This course was specifically created and developed for the 2007 GFMC Training Conference with the intent of providing Georgia Fiscal Managers with key information and tools necessary to positively enhance and expand their ability to serve their customers.

  5. Course Objectives • Know the Governor’s vision on customer service • Learn the definition of customer service • Review the statewide responsibility for customer service • Know how you can make a key difference in serving customers using the “GLHH” Concept of customer service • Discover your Customer Service Quotient (CSQ)

  6. Course Objectives • Learn additional ways to successfully communicate with customers • Discover your communication style • Assess your own listening skills • Become familiar with the characteristics of active listening • Know some common difficult customer profiles

  7. Course Objectives • Know how to deal with difficult customers and difficult situations via new approaches and control techniques • Learn the “Perception Rule” of customer service • Review the Service Interaction Model for Customer Service • Understand the importance of customer service flexibility

  8. Course Objectives • Know some best practices that can assist you in improving the overall service experience of your customers

  9. Introduction It is the responsibility of each State of Georgia employee to know – and follow – the policies and procedures for acceptable workplace performance and behavior…this includes customer service.

  10. Customer service is perhaps the most critical challenge that an organization can face. In fact, it is often the primary indicator used to gauge an organization’s success. Therefore, all employees must understand the impact they have directly, or indirectly, on customer service and continuously work to improve upon it. Impact of Customer Service

  11. “Georgia will have the BEST customer service of any state in the nation.” Governor’s Vision Governor Perdue

  12. What is Customer Service? Everyone has an opinion about what customer service is, but in order to be successful at serving customers, a universal definition must be established.

  13. Customer Service Defined Customer service is knowing what your customers want and then meeting – or exceeding – their expectations, whenever possible… …you are the key to ensuring that customers have a positive feeling or sense about the role that you, and your team, play in meeting – or exceeding – their fiscal management needs and service expectations.

  14. Positive Customer Service Experience  Happy Content RELIEVED Glad Elated

  15. Negative Customer Service Experience  Unhappy Frustrated ANGRY Upset Sad

  16. Customer Service Responsibility F Customer Service is one of three “statewide” responsibilities which support the State’s strategic goals. This responsibility can be found in Section 3: Job and Individual Responsibilities on your Performance Management Plan. Y I

  17. Responsibility = Expectations To work and communicate with the general public, internal customers and/or external customers to provide information and quality services and/or products targeted to meet their expectations.

  18. Customer Expectations • Knowing what customers want – or expect – and how to reasonably, and successfully, meet these expectations on a daily basis is key to the success or failure of an organization. • Although customers are different, most experts agree their basic expectations are quite similar.

  19. What Customers Want • Customers want you to show a genuine interest in them as a person… • Not treat them as an inconvenience in your day • Customers want you to be quick and responsive… • Not waste their valuable time • Customers want you to be friendly… • Not rude or discourteous • Customers want you to be willing to help… • Not avoid assisting them with obtaining a product or service

  20. What Customers Want • Customers want you to know your job… • Not expect them to know your job • Customers want you to focus on them… • Not be distracted by others or other things • Customers want you to communicate effectively… • Not withhold or omit information • Customers want you to apologize when things don’t happen as they should… • Not pretend it was the fault of someone else, them or a glitch in the computer system

  21. What Customers Want • Customers want you to treat them as you would want to be treated… • Not any better or any worse, just the same

  22. ? Customer Service Quotient What is Your Customer Service Quotient? ? ?

  23. Results? Customer Service Quotient

  24. CSQ Ratings Scale • Above 40 • You are a Customer Service star! • 25 to 40 • Impressive, but there is room for improvement. • Below 25 • Seek help immediately to improve your CSQ.

  25. ? How can you work and communicate with customers in order to provide information and quality services and/or products to meet their expectations? How Can You Make A Difference? ? ?

  26. You Can Apply the “GLHH” Concept • The “GLHH” Concept is courtesy of the Governor’s Office of Customer Service (OCS) and stands for: • Greet • Listen • Help • Honor

  27. The “GLHH” Concept

  28. Review Listen CSQ Greet Help Service Responsibility Customer Responsibility = Expectations

  29. Quick Quiz Customer Service

  30. Answer A Multiple Choice Questions • The Governor’s vision for customer service is: • To have the best of any state in the nation • To be on the Top 10 List of States in the U.S. • To be all it can be • None of the above

  31. Answer D Multiple Choice Questions 2. Customers want service that is: • Faster • Friendlier • Easier • All of the above

  32. Answer B Multiple Choice Questions 3. CSQ is an acronym for: • Customer Service Query • Customer Service Quotient • Customer Service Quality • None of the above

  33. Answer D Multiple Choice Questions 4. Customers want: • To be treated as others want to be treated • Service that is fast and friendly • Their expectations to be met • All of the above

  34. Answer B Multiple Choice Questions 5. The “GLHH” Concept is courtesy of: • GMS • OCS • DDS • None of the above

  35. GREET

  36. Greeting Customers Greeting customers should always begin with an acknowledgement.

  37. What is an Acknowledgement? • Definition of acknowledgement: • Admission of existence • Acceptance of facts • Sign of recognition • Indication of receipt • Expression of gratitude

  38. Extending an Acknowledgement • An acknowledgement should be extended when a customer: • Approaches you for assistance • Expresses a need to you • Demonstrates frustration or confusion in your presence • Presents a problem to be solved • Directly asks for your help

  39. Anatomy of an Acknowledgement • Acknowledgements should always be: • Prompt • Courteous • Warm • Professional • Sincere • Consistent • Note: Acknowledgements should also express a willingness to help customers

  40. Effective Communication Acknowledgments are just part of the overall communication process with customers. In order to ensure the successful delivery of customer service, effective communication skills are key.

  41. Methods of Communication • Verbal • Speaking • Non-Verbal • Listening • Reading • Writing • Body Language • Includes facial expressions, posture, gestures and silence

  42. Modes of Communication • Face-to-face • Telephone • E-mail • Correspondence

  43. Communication Styles • Passive • Assertive • Aggressive

  44. ? Communication Styles Inventory What is Your Communication Style? ? ?

  45. Communication Styles Inventory

  46. Elements of Communication • Research reveals that it is not what you say, but how you say it through: • Words • Written or verbal • Tone • Body Language

  47. Elements Percent of Communication • Words • 7% • Tone • 38% • Body Language • 55%

  48. Words Practical Application Exercise

  49. Words Make A Difference • Keep it impersonal • Rather than saying: • You didn’t complete the form correctly! • Say: • Please complete this section of the form.

  50. Words Make A Difference • Use “I” instead of “We” • Rather than saying: • You’re wrong! • Say: • I will research your inquiry.

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