Whether your interactions take place face to face or over the phone, a professional and compassionate attitude toward your customer is vital to your customer’s success, your success and our agency mission.
Each customer brings with them their own experience, their own frustrations, their own crisis and therefore varied expectations and needs. No two customers are the same. A professional and empathetic response is expected of you whether the customer calls to make a complaint, to ask a question, to explain a need or to say thank-you. It is vital that you remain flexible and fully intentional in providing the highest standard of customer service to meet the unique needs of each customer.
Good customer service begins with tone of voice and body language. If you sound disengaged and monotone on the phone, it feels like you don’t care about my circumstance or your job.
Good customer service is respectfully asking open ended questions and actively listening to the customer’s responses allowing you to gain a clearer understanding of their needs.
Good customer service concludes with your response to those needs. By fully and patiently explaining our services and by delivering the benefits or services they qualify for as quickly and accurately as possible, you provide great customer service. When you refer a client for additional resources in your community that can help to stabilize their lives you “plus up” their customer service experience.
Customers in crisis may be angry, frightened, frustrated, and desperate. Understand that the services of DHS and others you connect them with, may be the only help available. You stand in the gap. You are the connection to the safety net. Your personal interaction with the customer makes you the face of this agency. Your interactions matter! Make them GREAT!!