NPCFS DELIVERS EXCEPTIONAL CUSTOMER SERVICE How to Become the Consummate Professional That Engenders Respect from Clients, Colleagues and Co-Professionals
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NPCFS DELIVERS EXCEPTIONAL CUSTOMER SERVICE How to become the consummate professional that engenders respect from clients, colleagues and co-professionals. Customer service is what makes clients and consumers feel connected and cared for instead of like commodities. We are all consumers or clients and so we all know what it’s like to have someone treat us as though we were just a number. When you’re on the It only takes one rude person to cause us to feel we'll never do business with that job, you alone company or agency again. On the other side, we also know what it feels like when we feel heard and seen represent New and as though our needs are important to the other person. Don't you feel better when someone seems to care about you and the trouble you're trying to Promise Children find a solution to? Of course you do. and Family Services. It only takes one person to cause you to feel that company or agency is genuine and sincere. We want you to be that person for NPCFS! And you alone can make the difference between a mediocre agency and an outstanding one! Philosophy #1 Excel even in the New Promise Children and Family Services wants our team to care enough face of pettiness about our clients that they make them feel as though they matter and that their challenges and issues matter. But how do we do that and what does it look like? Some clients are challenging, some of them are angry and rude. The successful person It's true that not every client will appreciate the effort you put out, so it's realizes they must be important that you have a philosophy that you live by whether the other the solution, not part person appreciates it or not. of the problem. Philosophy #1 • Excel even in the face of pettiness Don’t take it personally. Nothing another person says or We know it’s hard to listen to unfair criticism but a skilled worker takes the high road. If you’re as fragile as the does is about other person, nothing will be solved. you. • It sounds as though you’re saying everyone loses your paperwork. • If that were me, I’d be upset too. Let the person know • If you can give me a chance, I’ll show you some worker’s have better skills you hear them and than what you’ve experienced and I promise that you can count on me. that you understand • I’ll even call or text after I make copies and put your documents in the they are upset. mail tomorrow morning! This technique may not always work, but it’s compassionate. It shows sincerity. And lastly you’re putting a time limit on how long the client has to wait before they know you have deserved their trust. Reasoning with another when they are If you think about the past few disagreements you’ve had that didn’t emotional rarely turn out well, it could be due to how our emotions and reasoning work. turns out well. • When we are emotional most times than not, our ability to analyze is • compromised. hen we are in the • And vice versa. W • When we are in using critical thinking and analyzing, feeling our emotions midst of feeling, • is compromised. thinking and reasoning rarely gets through. So when you are speaking with a client who is upset, trying to reason away their emotions and point of view will very likely fail. • Hear them: It sounds like you’re saying, or feeling… • Show empathy: I would probably be upset if I looked at the situation like that as well… • Give what you can: How would you like this to be handled, maybe we can begin there? The more confident you are, the more professional It takes self confidence and pride not to mirror the next person’s anger and insults. But if you can embrace this philosophy it you are. will change you and you’ll become a role model worthy of respect. Here at NPCFS we expect you to do a good job and speak professionally even when our clients are being difficult. Self-respect is We don't expect our staff to allow a client to be disrespectful or take them for granted though. independent of the Our staff should feel that it’s okay to tell a client when a conversation needs other person’s to end so that it can be picked up when the dialogue can be more productive. conduct. Sometimes you may even need to let a person know that you don't appreciate being yelled at or spoken to in that manner. But it’s important that you be calm and considerate when setting limits. What does it mean to leave a person or a situation in a Philosophy #2 better place? Always leave a person Sometimes it merely means or a situation in a that you left the client feeling better place. that they were heard and appreciated. Take every opportunity to make your mark. And sometimes it means you addressed the client's needs You can be a superstar by making a phone call on or you can be their behalf right there and forgettable. then. What other ways can you leave a person or a situation in a better place? Philosophy #2 You can let them know what Always leave a person needs to be done and how or a situation in a and when you will do it. better place. ALWAYS follow up on your deeds by letting the client know Take every opportunity you did what you promised. to make your mark. You can be a superstar Send a brief voice, email or text stating that you actually or you can be took care of the situation forgettable. because, well, you’re just that kind of Rockstar! Philosophy # 3 What does it mean, every task has its moment? Do it Now… Has this ever occurred to you? You’re doing paperwork or some other part of the job , and you remember you were supposed to call someone? Well, that task of calling is Every task has its the moment to make that call. moment. Let it pass Another example is, you’re checking emails and it make take a and one of the emails is from a CUA worker or the County asking for minor corrections week or so before you on a profile. It would take you 15 or 20 minutes to make the corrections and send recall it again. back a corrected profile that can now be approved. You’ll look like you have super human abilities if you send that profile So, do it Now! back that same day! The task of making corrections is that “Do it now moment”. The question is this: How do you become that person who changes a procrastinating personality to a motivated, Do you want to stand energetically focused one? out? We hope you do. First you have to want it. Secondly, you have to give up excuses. People who use excuses need excuses. Do you want to be that person? Knowing how to incorporate the philosophy of doing it now Do you know there are some people who when rockets you to the status of they don’t meet their own standard actually don’t want to be let off the hook. Why? exemplary. Because they’d prefer to be a champion than a member of the team that almost won. But that attitude alone is only half the battle. The last part of the puzzle is incorporating an attitude of People who choose urgency. to feel like champions You have to feel that every goal and every task is the game that wins you the crave a certain kind of championship. diet. Called: You have to view everything you do through the lens of it being a vital part to you feeling a sense of accomplishment at Extraordinary the end of the day. If you don’t need to feel a sense of accomplishment, your life, let alone your You don’t become great day will require little awareness and zero having ordinary goals, growth. ordinary emotions, or But when you need to feel accomplished, ordinary thinking. every day needs to contain certain ingredients and you can’t help but be driven to seek it out. Every day should feed your mind/body and emotions in some capacity. Philosophy #4 Be willing to go the extra mile. What can you do to make NPCFS stand out from the crowd? Don’t strive to be average. Strive to • When a client calls the office and asks a question of you that you can't be exceptional. answer, instead of transferring them to another individual, walk over to your colleague and ask them for the answer yourself. • Walking over to your colleague may take a minute or two, but it makes the world of a difference to the client who doesn't have to feel frustrated with staying on hold after a transfer and hoping the other person answers. It’s a relief to have an issue resolved instantly. And this is what makes one agency extraordinary and other mediocre. The office culture at NPCFS How would you like working for an agency where: • You felt appreciated and cared for. … An agency that • Their reputation was for being smart, competent and professional. • Gossip was discouraged, and friendliness encouraged. you feel proud to work • You get to work 1-2 days from home if you’re in good standing.