Customer Service H O P E SUMMIT 2018

Customer Service H. O. P. E SUMMIT 2018

Family Strengths Drawing

What Strengths Do You See? � � � Food Employed Heat Sound System Place to Live Toys/Skateboard Washing Machine Pet Family Pictures Two Parents Refrigerator Happy Child Budget Clothing Groceries Television Humidifier Telephone Table/Chairs Fresh Air Fire Extinguisher � Class 1 � Fruit/Vegetables Dad greeting Child Groceries/Snacks Curtains Pantry Bottle Lamp Lunch Box Refrigerator � � � � Furniture Newspaper Budget Floor is solid Class 2 Running Water Electricity Radio Shared Responsibility Closeness Books Medicine Cat/Pet Books Shelter Television Extension Cord Family Time Transportation Heater Coffee

Putting Yourself In Their Shoes � An important first step for effective customer service is Empathy. In other words, being able to understand a persons needs, feelings, or point of view free of judgement. � What � How does empathy mean to you? do you and your team provide judgement free customer service?

Participant responses � � � � WHAT DOES EMPATHY MEAN TO YOU? Class 1 Greeting customers properly Caring Put yourself in their shoes Feel what they feel Feel important/needed Respect Help any way you can Accept language barrier Class 2 Putting yourself in their shoes All equal Empathy vs Sympathy- Knowing the difference

Participant responses � How does your agency provide “judgement free” customer services ? ? � Class 1 � � Smile- How’s your day! Handouts for services Hug Listen to them � Manager sets a good example � Class 2 � � Train volunteers Diffuse situations Client Choice Coffee/Snack Thank them Remind then not to be embarrassed Display/ Meals Respect/Family Special Dinners Recipes/Meals Finding volunteer strengths Self reflection Resources Holidays Birthday bags Form relationships Number system for customers