DEEDWorkForce CenterReception and Resource Area Certification Program

Unemployment Insurance TrainingReview of Customer Service Practices Segment 2

Segment 2

Review of Customer Service Practices

Customer Service Protocol Communication Styles Helping a non-English Customer Serving Challenging Customers

Customer Service Protocol

Inquire about their visit Repeat what you heard Direct customers to

information regarding: o Application optionso Printed materialso Online resourceso UI CSR

Welcome Assess needs Confirm needs Take action

Directive Communication Style

Based on the idea that there is one correct answer. The customer service person has the right information or

solution. The premise that the customer wants some direction. Most effective when giving instructions, explaining

programs, directing people to resources, and demonstrating proper completion of a task.

This communication style can be Characterized as one person “telling” another

what, how, or when to do something.

Discovery Communication Style

There could be a number of answers. The customer is the best person to ask and answer,

What’s the best solution for me? .

This style is characterized by withholding judgment and advice, asking open-ended questions, and

actively listening.

Helping Non-English CustomersWhen communicating with a non-English customer, remember to:

Create a patience and helpful environment Make eye contact Refer to the U.S. Dept of Commerce Language ID Flashcard or “I Speak”

card to determine what language the customer speaks. Use basic words or gestures to indicate that you will be contacting the

Language Line for an interpreter. When speaking to a Language Line interpreter, be prepared to speak on a

three-way line.

Resources: Language Flashcard or “I Speak” card OET Language Line pocket-size card or flyer

Language Flashcard orI Speak card

Language Line Quick Reference Guide

Serving Challenging Customers

Recognize customers’ anger, frustration, and impatience for the fear it often represents.

The key is to quickly find a way to help them gain some control over their situation.

Ask, Is there anything specific you need help with? Allow angry people time to calm down and regain perspective. Restate their goals when customers are confused or become tentative. Disengage when you feel threatened physically or emotionally or when

the conversation isn’t productive.

Discussion Point

1. If you cannot understand what language someone is speaking, what should you do?

2. If a customer is angry, what can you do diffuse the situation?

This completes Segment 2 training for Unemployment Insurance

Thank you.