customer service at ycs -...
TRANSCRIPT
YCS CUSTOMER SERVICE . . .
. . .Begins and Ends with You
COMMITMENT, COMPASSION and CARE
Training Objectives
• Identify specific ways we serve
customers and stakeholders
• Examine the importance of customer service and
strategies for better job performance
• Review effective customer service responses to
specific customer styles and customer conflicts
• Practice language skills to cultivate and maintain
exceptional internal/external customer relationships
• Examine effective strategies for giving and accepting
‘candid coaching’ or constructive feedback COMMITMENT, COMPASSION and CARE
YOU
. . . have chosen to lend your ‘agency’ in
an industry dedicated to meeting the
needs of others.
COMMITMENT, COMPASSION and CARE
Agency. . .more than a word
• The power of one in a
consensual fiduciary
relationship to act on behalf
of another www.merriam-webster.com/dictionary/agency
• An organization, company,
or bureau that provides
some service for another: a
welfare agency. www.dictionary.com/browse/agency
• In sociology and philosophy,
agency is the capacity of
an entity (a person or other
entity, human or any living
being in general, or soul-
consciousness in religion)
to act in any given
environment. https://en.wikipedia.org/wiki/Agency_(philosophy)
COMMITMENT, COMPASSION and CARE
A Person-Centered Perspective
in Direct-care Service
YCS external customers are patients with mental
health and behavioral disorders or develop-
mental disabilities in a THERAPUETIC setting. . .
• They are flesh and blood
human beings with goals,
emotions, needs and
prejudices just like our own
• Address their needs with
commitment, compassion
and caring
Core and Customer Service
CORE SERVICE
• The services our organization provides to
it’s customers– your “reason for being”
CUSTOMER SERVICE
• Includes all of the inter-
actions you have with a
customer while you’re
conducting business; and
communication about your
agency outside of work. COMMITMENT, COMPASSION and CARE
COMMITMENT, COMPASSION and CARE
Expectations for SRT staff are high!
Industry standards
have increased tremendously! COMMITMENT, COMPASSION and CARE
Who are the
customers
at YCS?
COMMITMENT, COMPASSION and CARE
EVERYONE
who works for YCS!
That’s why customer
service begins and
ends with YOU!
Internal Customers
Direct-care staff, maintenance, kitchen staff,
clinicians, SRT, nurses, drivers, social workers,
behavior analysts, Drs., principals, teachers/aides,
supervisors, administrators, executive staff,
and you! COMMITMENT, COMPASSION and CARE
External Customers
The youth and
adults we serve
and their
families
Other Stakeholders
• Case workers/CMOs
• Local schools
• Local hospitals/clinics
• Mental health workers
• I/A Investigators
• D C P & P
• Fire Fighters
• Regulatory agencies
• Religious Institutions
• Funders-State/Federal/Private
• Municipal/family courts
• Law enforcement
• Local/State/Federal gov’t
• Potential employers
• Local business & CBOs
• Insurance Co/Medicaid COMMITMENT, COMPASSION and CARE
Customer service is focusing the entire organization– systems, people, processes, facilities and information– towards meeting the customer’s needs and building lasting relationships. . .
even with the difficult people!
COMMITMENT, COMPASSION and CARE
Negative Types
Resister—Rail against anything different
Wobbly—Constantly shifting moods and expect others to adjust to them
Gossiper—Spread rumors and tell inappropriate personal tidbits
Blamer—Constantly blaming others.
Victim—Believe people are out to get them
Adhesive—Can’t let go, even things that happened years ago
Pessimist—Always expect the worst case scenario
Boiler—Will blow over the slightest provocation
Complainer—Feel everything is wrong or will soon go wrong
Chooser—Constantly pitting one group against another
Detached—Feel most everything is dumb or beneath them
Self-Absorbed—Constantly grabbing credit or attention
COMMITMENT, COMPASSION and CARE
Zig Zaglar COMMITMENT, COMPASSION
and CARE
“It is not the employer who pays the wages.
Employers only handle the money.
It is the customer who pays the wages.”
Henry Ford COMMITMENT, COMPASSION and CARE
Accept the Challenge!
Based on your perception of effective customer service
in a direct-care agency, please complete the following
sentence:
I could provide better Customer Service at YCS if...
COMMITMENT, COMPASSION and CARE
I could provide better customer service if . . .
• all customer contact resulted in a positive perception.
• I treated customers as “they” would like to be treated.
• I maintained a positive, friendly, caring attitude.
• I projected the attitude: “I care, I’m capable and I’ll do it!”
• I ALWAYS remembered we are here to provide value added
service to internal and external customers.
COMMITMENT, COMPASSION and CARE
Start where you
are
Use what you
have Do what you can
Arthur Ashe COMMITMENT, COMPASSION and CARE
What do our customers want? • Courtesy and respect
• For you to listen to them carefully
• To ask questions as often as necessary for understanding
• Supportive patience, when upset
• Competent, cooperative staff
• Confidential problem resolution
• Timely service in person, by phone or in writing
• Accurate, reliable information
and feedback
• Flexibility– ‘jiggle’ the system to
make it work for them
• For you to address mistakes
quickly and to their satisfaction! COMMITMENT, COMPASSION and CARE
Oops my bad! . . .May be your good
COMMITMENT, COMPASSION and CARE
Oops! Did I do that?
If and when a mistake occurs, take care of it
quickly and to the customer’s satisfaction.
• Apologize
• Fix the problem
• Go the extra step
• Follow-up on customer satisfaction
COMMITMENT, COMPASSION and CARE
Can you. . .?
COMMITMENT, COMPASSION and CARE
• Can cause a big mess
• Focuses on the complaint
• Requires closer staff supervision
• Uncaring, detached, indifferent and impolite
• Minimizes mess
• Focuses on the solution
• Greater autonomy and accountability
• Concerned, invested, helpful and courteous
COMMITMENT, COMPASSION and CARE
Recognizing Customer
Social Styles
• Expressive
• Driving
• Analytical
• Amiable
COMMITMENT, COMPASSION and CARE
Customer Styles
• Expressive • Stimulating, unstructured, outgoing,
personal–want to be recognized
• Emotionally, they want you to help
them look good
• Less focus on details and more on
developing personal relationships
• Driving • Need to be in control, and want
their time used efficiently.
• Sometimes seem impersonal,
demanding and factual.
• Be specific, get to the facts, be effi-
cient and show you are competent.
• Analytical • Needs you to demonstrate knowledge
and competency to do things right.
• They want you to be accurate, and
appear logical and organized.
• Don’t rush them or push too hard
because they like to consider ideas
and solutions thoroughly.
• Amiable • Warm, agreeable, and generally
cooperative, but very careful.
• They are cautious; you want to take
your time with this sort of person.
• Be sure to communicate your
awareness and concern about
things important to them. COMMITMENT, COMPASSION
and CARE
Ok . . . and that means what?
• Identifying a customer’s social style allows
you to be proactive and responsive in a way
that’s more relevant for the customer.
• Knowing your default customer
style will enable you to adjust
yourself more readily to
respond appropriately.
This helps you get the outcome that you want! COMMITMENT, COMPASSION and CARE
So . . .
How do we
set a standard
for quality
customer
service in a
direct-care
industry?
COMMITMENT, COMPASSION and CARE
5 Dimensions of
Quality Service
Reliability The ability of staff to perform the promised
services accurately and consistently
Responsiveness Staff willingness to help customers and provide prompt value added service
Assurance
Faith that staff are capable, competent and confident in their area of expertise
Empathy Considering the customer’s perspective to provide individualized care/attention
Tangibles The appearance of employees, facilities, equipment and written materials
COMMITMENT, COMPASSION and CARE
Teamwork in Action
• These 5 Dimensions of Customer Service go
hand in hand and require teamwork for
effective application
• Every team is indomitably
impacted by each individual
involved.
The success of your
team BEGINS and
ENDS with your
RELIABILITY! COMMITMENT, COMPASSION and CARE
Your customer doesn’t care how
much you know until they
know how much you care.
Damon Richards
RESPONSIVENESS COMMITMENT, COMPASSION and CARE
ASSURANCE
Capable
Competent
Confident
commitment compassion
care
. . . occurs naturally when you reach
out with caring and concern
Empathy
COMMITMENT, COMPASSION and CARE
‘TANGIBLES’ is the easiest dimension to address
COMMITMENT, COMPASSION and CARE
The appearance of facility and equipment can be better
with your help
You control your appearance and documentation!
Our Habits Define Us
Always remember:
“We are what we repeatedly do.
Excellence, therefore is not an
act but a habit.”
Aristotle
COMMITMENT, COMPASSION and CARE
Ability is what you’re capable of doing.
Motivation determines what you do.
Attitude determines how well you do it.
COMMITMENT, COMPASSION and CARE
WARNING
Attitudes
are contagious _________________________
Is yours
Worth catching? COMMITMENT, COMPASSION and CARE
I want to
inspire
people.
I want someone
to look at me
and say
“because of
you
I didn’t give up.” COMMITMENT, COMPASSION and CARE
Excuses,
excuses
Provide 2 excuses you
give on those rare
occasions you offer
indifferent or poor
customer service.
COMMITMENT, COMPASSION and CARE
no! the customer
isn’t always right, but we
always want to leave them
feeling satisfied COMMITMENT, COMPASSION and CARE
Customer Service Attitude
Adopt an attitude
of gratitude
and smile often!
COMMITMENT, COMPASSION and CARE
everything you hear and read can
affect your actions!
Remember that thoughts and words have power. . .
COMMITMENT, COMPASSION and CARE
Your words and thoughts have power
And your body is made
MOSTLY of water!
The impact of
thought on water. . .
I love you Love and Gratitude
You fool Thank you
Do it Let’s do it
War Peace
Using Positive Language
The way you express yourself will affect
whether your
message is
received
positively or
negatively
COMMITMENT, COMPASSION and CARE
3 Styles of Communication
• Aggressive Standing up for our rights in such a way that it violates
other people’s rights– closes down communication
• Submissive When we fail to stand up for our rights or
express them in a way that others can
easily disregard– win/lose communication
• Assertive Standing up for yourself in a way that
also acknowledges and/or protects the
rights of others– win/win communication
Request Regular Feedback
Invite ‘candid coaching’,
comments and suggestions.
It can help
determine the
direction your
career travels!
COMMITMENT, COMPASSION and CARE
Receiving Constructive Feedback
•Emotions can get in the way
•It’s easy to get defensive
•Anxiety can result in ‘confusion’ and ‘miscommunication’ Still. . .
COMMITMENT, COMPASSION and CARE
Tips for Receiving Feedback
• Avoid saying the first thing that comes to mind. If you let your emotions rule, you’re likely come off sounding immature and unprofessional and you will regret it later.
• Take your time responding. After you’ve had time to think, you can express yourself clearly, using emotional intelligence instead of your emotions.
• Look for the truth in the criticism. It's tough to admit challenges and mistakes, but it’s absolutely necessary to develop personally and professionally.
• Find what you can learn from the experience.
Be mindful enough to know that you’re supposed to learn from
everything that happens. Find the good and praise it!
COMMITMENT, COMPASSION and CARE
Bottom Line Benefits
Personal Benefits
• More happiness, less stress
• Higher efficiency
• More job satisfaction
Agency Benefits
• Key to success
• Motivated autonomy
• Cost effective– “free” advertising
• Adds to the agency’s ‘bottom line’ -- $$
COMMITMENT, COMPASSION and CARE
To the world . . . you may be one person
To one person . . . you may be the world
WHAT IF YOU WOKE UP
TOMORROW WITH ONLY
WHAT YOU WERE
GRATEFUL FOR
TODAY? COMMITMENT, COMPASSION and CARE
Unless some one like YOU
cares a whole awful lot.
Nothing is going
to get better.
IT’S NOT! The Lorax- Dr. Seuss
A Heart-felt Thank You
… for your time and attention,
… for your commit-ment to excellent customer service, and
… for working at YCS!
And always remember . . .
COMMITMENT, COMPASSION and CARE
Based on what I learned today . . .
• I will spend less time . . .
• I will spend more time. . .
COMMITMENT, COMPASSION and CARE