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Cassandra McGilbray, Director The Chickasaw Nation Office of Child Support Services Topics of Discussion Effective Casework “Strengthening Families” What is your mission? First Impressions First impressions define a customers perception of you and your program Establishes a customers level of cooperation. Statistics - 5:1 ratio Where Do I Start? Effective interviewers have a variety of strategies & techniques. Understanding your Interpersonal Relationships/Skills Acknowledgement of vital component …Exemplary Customer Service Customer Service Skills “a series of activities designed to enhance the level of customer satisfaction” Consider both customers needs and expectations Know who your customers are External customers Internal customers Consistency in services Effective service every time. Customer service is the cornerstone of what we do Customer Services Skills Cont… Professionalism Personal Attention Knowledgeable staff Personalized service Professional appearance Address customers by Prepared and organized name Empathy – fair - respect Create a Calm, Open Environment Prompt Attention and Acknowledgement Eliminate distraction Eye contact Room arrangement Welcoming - friendly Private location for greeting interview Be on time Customer Service Skills Cont… Clear Communication Be prepared open ended questions and feedback Effective Listening Encourage Patience Restate Use time effectively Reflect Closing Ability Summarize Everything's taken care of? Follow up actions Interpersonal Skills “skills used by a person to interact and communicate with others” Effective Communication Listen and comprehend Choose your word Assertive Communication Clear and balanced Anger Management Evaluate and understand Conflict Resolution Mediation Model Teamwork Teamwork = success Be Positive Happy face Reflect and improve Learn from past experiences GROUP ACTIVITY: INTRODUCTIONS Communication Skills “Seek first to understand, then to be understood” - Stephen R. Covey Non-verbal Message breakdown Communication 7% verbal/spoken Tone of Voice words Body Language 38% tone of voice 55% body language The Power of Listening Verbal F.L.A.T (Focused Communication Listening and Words Spoken Talking) I DIDN’T SAY THAT SHE STOLE THE PURSE Tactics for Handling Difficult Customers Utilize Skills Discussed! Be a Good Listener Think before you Respond Empathize Personalize Situation Recognize Underlying Factors Resolve & Summarize Involve Management The Angry Customer Maintain Focus and Control Listen and Provide Feedback Be Supportive and Empathic Allow Customer to Vent Acknowledge Errors – Apologize Negotiate a workable solution Communicate Results Group Exercise Presented by: Meekin Norman Modoc Tribe of Oklahoma Cassandra McGilbray The Chickasaw Nation Office of Child Support Enforcement [email protected] 580-436-3419