Customer Service Payroll Style Vicki M Lambert CPP

Customer Service Payroll Style Vicki M. Lambert, CPP The Payroll Advisor™ www. thepayrolladvisor. com 1

Customer Service ►New buzz word for twenty-first century ►But what is customer service? ►Is it relevant to payroll? ►How can a payroll department set up a customer service policy? ►Implementing the policy ►Applying the policy to daily payroll life 2

Customer Service ►First we need a working definition… Policy to ensure that customers receive what they need or want in an efficient manner to ensure they return to use product or service on a repeat basis 3

Customer Service ►Is it relevant to payroll? ►Take your product no matter how you treat them ►Is relevant to running an efficient and productive department ►Save time and hassle in avoiding conflicts ►Communication is always the key 4

Setting Up the Policy ►Must be in writing ►Address all issues ►Signed off by management ►Staff training ►Customers know the policy 5

Setting Up the Policy ►Should be a formal policy ►Need to identify the customers Employees § Management § Vendors § Agencies § 6

Setting Up the Policy ►Address each task that payroll has that interacts with its customers ►The daily life of the department ►Phone, e-mail, websites, web portals, memos, face to face meetings, snail mail and postings 7

Listen to Your Customers ►When creating the policy use customer complaints to improve areas ►Evaluate your current customer service delivery methods ►Ask yourself and your customers— Do you respond timely? 8

What to Include in the Policy ►What you can and cannot do and when you can or cannot do it ►Compliance is an issue—first customer is the company and keeping it in compliance the first rule ►Example: Form W-4 9

Example Policy for Form W-4 ►Policy should include: § Where the forms are available § How to accept the form § How to handle an unacceptable form § How the customer should be told the form is unacceptable § How to make the form acceptable is also included 10

Methods of Communication Ø Telephone/Voice Mail Ø E-mail Ø Website Ø Bulletin Boards Ø Snail Mail Ø Written company correspondence (such as policies) 11

Creating or Updating the Policies-Telephone Answering the phone Ø Should pick up within 3 to 4 rings whenever possible Ø Greet the caller and announce your name--Example: Payroll, this is Vicki Ø Announce you are ready to help Example: how may I help you? Ø Do you SOUND happy? 12

Putting Employees on Hold Ø Ask permission or announce it first Ø Do not leave on hold for longer than 1 minute unless accessing information to continue the call--Example: pulling a time card Ø Thank the employee for holding Ø If you know you have to take a while offer to call back instead of having employee hold—then call them back! 13

Transferring Calls Ø Avoid transferring calls when you can Ø Instead do the leg work and get the answer when possible Ø Avoid using the word “transfer” instead explain why the caller is being routed to someone else Ø Always ask to transfer—give option for caller to make the call directly Ø Stay on the line when possible to explain the transfer of the call 14

Voice Mail Ø Establish a policy of responding to voice mails— 24 hours no longer and keep it Ø Update your voice mail message often, even daily Ø Answer when possible, they know you are there! Ø Forward when possible to maintain human voice 15

Creating or Updating Policy-Email Ø Set up schedule to handle e-mails Ø Notifications are a must for each staff member Ø Save read message to folders to organize and track Ø Keep a to-do folder for e-mails that are being handled Ø Same 24 -hour rule applies to e-mails—no longer Ø Use auto-response and keep it up-to-date 16

E-Mail Ø Use language that is visual, auditory or feeling—reader can’t see your face or hear your voice Ø Avoid cute smiley faces or lexicons in general Ø Be concise and very clear Ø Include all back up with the e-mail such as IRS regs 17

E-Mails Ø Grammar still counts and so does spelling Ø Keep short, use attachments for documents Ø Include all actions you have taken Ø Include all actions you need customer to take Ø Specify timelines if needed Ø Always reread before sending 18

Websites Ø If you have one they must be up-to-date Ø If you don’t have one—get one if possible Ø PDF files of forms, links to IRS or state info Ø Customer service policy on the website 19

Bulletin Boards Ø On the walls type of communication Ø Use if you can—paper is still necessary for some employees Ø Keep it current and neat—it reflects your department 20

Written Communications Ø Staff should use templates to speak with “one voice” Ø No errors! Ø Spell check and proof read Ø Anything that goes to anyone is a form of customer service and reflects on the department 21

Writing the Policy ►This takes time ►Not a quick task—could take a year ►Procedures need to be done first or at least at same time so they do not conflict ►Staff can definitely help 22

Having Management Sign Off Ø Must be done to be effective Ø Before it is published or given to staff Ø Make sure it is in writing 23

Payroll Calendars And Customer Service ►Establish a payroll calendar for other departments to know your deadlines ►Helps customer service if you are not held up by others being late and having it reflect on payroll 24

Training Your Staff ►Should be included from the beginning to help them buy into the new policy ►Assess the staff history or experience in customer service to know where to start ►Everyone is trained 25

Get the Word Out ►Communication is the key to making the policy work ►Use both written and verbal media § On website § Bulletin boards § On voice mails § Call centers use it 26

Implementing the Policy ►Make sure everyone know it ►Stick to it even in busy times § Year End, quarter end, payroll processing day § Communicate to customer and have this in the policy so it is not a surprise It should be a part of everyday life in the payroll department 27

Calming the Irate Customer Ø Listen, let them vent within reason Ø Stay calm yourself but be in the moment Ø Deal with emotions first then facts Ø Avoid using “trigger phrases” like “you catch more flies with honey than with vinegar” Ø Delay the action until cooler heads prevail if necessary 28

Calming the Irate Customer Ø Once calm—move to problem solving Ø Focus on the employee needs Ø But irate doesn’t mean gets what they want like a spoiled child Ø Back to your company policy or customer service policy that applied to situation 29

Learn to Listen… Problem Solved? ►Listen with both ears and with your mind as well—old saying from my grandmother! ►We are all visual people as well—write it down—draw a map—flowchart it ►Whatever it takes for you to understand the question or problem ►Then right back at them-same rules apply ►Don’t use CS 101 sayings! It just annoys 30

Track Your Progress ►Screen voice mails/call centers periodically ►Screen e-mails periodically ►Ask for it in writing ►Ask around-payroll by walking around § Larger companies do surveys or get feed back from mangers of other departments § Find out what’s good as well as bad ►Track your progress and make improvements as needed 31

Failures Will Occur ►You are human—enough said ►Learn from them and go on ►Follow up when mistakes are made, don’t make a bigger one or compound the first one ►JFK once said: It only becomes a mistake if you don’t fix it. 32

If You Failed… Ø Take responsibility and apologize Ø Solve the problem quickly Ø Add a little extra to sweeten the pot if you can 33

But if You’re Right and They’re Wrong… Ø Deal with the emotions first Ø But establish the facts early Ø Try to find an alternative solution if possible Ø Treat employee fairly and with respect 34

Tips ► Never blame the computer for any errors ► Never be madder than the customer ► It is okay to end the encounter § Payroll is human and equal—no you do not have to take abuse because you are in payroll 35

Tips ► Never lie! You can only do what you can do § Impossible is impossible § The law is the law 36

Tips ►Customer service hours § For call centers § For office § For employee service centers ►Separate counter, phone or e-mail ►Security still important 37

Q and A Thank you www. thepayrolladvisor. com vicki@thepayrolladvisor. com Adjunct Faculty Brandman University—Instructor for the Practical Payroll Online Certification Program 38