Customer Service at YCS -...

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