Achieving Results Together The ART of HCM

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Service Philosophy Training Customer Service
Achieving Results Together The ART of HCM
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ASC-HCM Service Philosophy

• Service Satisfaction
• Build and maintain a strong customer PARTNERSHIP
• Use CUSTOMER SERVICE skills and techniques
• Implement realistic PERFORMANCE MEASURES

Service Satisfaction
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Service Satisfaction Versus Customer Service

• Service satisfaction is a more in-depth
  measurement
• Service satisfaction may be measured objectively
• Providing good customer service is required to
  meet the service satisfaction goal

Customer Service
Service Satisfaction
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ASC-HCM Customers
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ASC-HCM Internal Customers

• Contact Center
• Performance and Awards, Benefits and Retirement,
  and Processing Branch
• Staffing, Classification, and Pay Branch
• Human Resource Liaisons
• Employee Relations, Labor Management Relations,
  and Ethics Branch
• Administrative Programs Branch
• ASC-HCM Leadership

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Technology and Customer Service

• Technology enhances the level of service provided
  by
• Removing the need to transport paper files
• Providing templates for and guidance on
  completing routine tasks
• Technology used by HCM
• EmpowHR
• PeopleSoft Helpdesk for HR (CRM)
• eOPF
• AVUE
• Dashboard/Personal Page/Retirement Calculator
• Paycheck 7

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Key Learning Points

• Our Service Philosophy is SERVICE SATISFACTION.
• Service Satisfaction is achieved through equally
  applying
• Partnership
• Customer Service
• Performance Measures
• ASC-HCM customers are
• Field Employees
• People External to the USDA Forest Service
• Washington Office HCM Employees
• Detached ASC-HCM Employees
• ASC-HCM Employees

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Key Learning Points

• Technology is an important factor in providing
  accurate and timely service at the ASC-HCM.
• The technology used at the ASC-HCM includes
• EmpowHR
• PeopleSoft Helpdesk for HR (CRM)
• eOPF
• AVUE
• Dashboard
• Paycheck 7

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Customer Service

• What was your BEST customer service experience?
• What was your WORST customer service experience?
• How do values, attitudes, and motives affect
  customer service?
• What companies do you feel have the BEST customer
  service? Why?

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Customer Service SkillsEffective Speaking

• Display confidence
• Be easy to understand
• Be polite
• Remain professional
• Listen
• Dont interrupt
• Pay attention
• Fight off distractions
• Develop empathy

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Project a Positive Mental PICTURE
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Mirror Your Customers Pace

• Adjust your pace appropriately to match the
  callers pace
• Maintain fluid conversation with the caller
• Slow down for complex issues
• Slow down if the caller has trouble hearing
• Adjust your voices volume to the callers
  hearing level

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Use Your Voice Effectively

• I did not kick my neighbors flower pot.
• I did not kick my neighbors flower pot.
• I did not kick my neighbors flower pot.
• I did not kick my neighbors flower pot.

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Customer Service SkillsEffective Listening

• Listen attentively.
• Be patient and do not interrupt the caller.
• Do not hold a conversation with anyone else while
  on the phone with the caller.
• Help the caller clarify issues.

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What Is Your Listening Mode?

• Competitive or Combative listening
• Passive or Attentive listening
• Active or Reflective listening

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Active Listening Tips

• Use active listening to calm angry or emotional
  customers.
• Paraphrase the customers question or issue to
  ensure that you understand it.
• Ask the customer to restate his or her question
  or issue if you are unable to understand it.
• Know when to stop active listening.
• Be empathetic and respectful to all customers.
• PRACTICE ACTIVE LISTENING.

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Effective ListeningDiscussion Questions

• What do you consider to be characteristics of a
  bad listener?
• What do you consider to be characteristics of a
  good listener?
• Why do you think it is difficult to be a good
  listener?

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Customer Service SkillsEffective Questioning

• Maintain control of the call by asking
  appropriate questions and responding
  appropriately to the caller.
• Do not rush.
• Limit personal conversation.
• Present information clearly and concisely.
• Keep the conversation on track.

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Five Types of Questions

• Open-ended questions
• Closed-ended questions
• Probing questions
• Echoing questions
• Leading questions

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Open-Ended Questions

• Begin with who, what, where, when, why, and how.
• Prompt customers to talk openly about their
  situations.
• Identify problems.
• Probe for needs.
• Confirm your understanding.

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Closed-Ended Questions

• Begin with do, did, is, are, can, will, was,
  could, and would.
• Prompt Yes or No replies.
• Lead you to make assumptions that may or may not
  be accurate.

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Probing Questions

• Follow up to open-ended questions.
• Help provide more information.
• Focus in on one area.
• Are valuable in getting to the heart of the
  matter.

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Echoing Questions

• Can be used like a probing question.
• Convert part of the callers phrasing into a
  question.

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Leading Questions

• Leading questions often end with suggestive
  nudges toward the desired answer.
• Some ending phrases are, Dont you? Shouldnt
  you? Wont you? Havent you? and Right?
• Can be manipulative when used improperly.
• Can be helpful to the customer when used properly.

Reminder Keep customers informed while asking
questions, otherwise they may feel like they are
being interrogated. When you give a customer the
reason you are asking questions, they give you
information (reciprocity principle).
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Key Learning Points

• Customers form an opinion after listening for 10
  seconds.
• Use a positive mental PICTURE
• Persistence
• Inflection
• Confidence
• Tone
• Understanding
• Rate
• Enthusiasm

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Key Learning Points

• Three Types of Listening
• Competitive/Combative
• Passive/Attentive
• Active/Reflective
• Five Types of Questions
• Open-ended questions
• Closed-ended questions
• Probing questions
• Echoing questions
• Leading questions

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Conflict Resolution

• What is conflict?
• Is conflict positive or negative and why?

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Conflict can be positive when it

• Stimulates interest or curiosity
• Provides the means for a problem to be identified
  and resolved
• Increases team performance
• Encourages personal growth and change

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The Three Types of Conflict

• Intrapersonal conflict (internal)
• Interpersonal conflict (between two or more
  people)
• Intergroup conflict (between two or more groups
  of people)

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Six Basic Causes of Conflict

• Sharing resources
• Competition for scares resources
• Group size and politics
• Staff relationships
• Different values and goals within the group
• Ambiguities in mission, vision, goals, or purpose

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Questions to Consider

• How do you resolve conflict?
• Do you feel your technique is successful?
• Do you feel conflicts are difficult to resolve?
• Why or why not?

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Ways to Resolve Conflict

• Avoidance
• Taking charge
• Compromise
• Third-party intervention

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Conflict Resolution Tips

• Be consistent.
• Lay your cards on the table from day one.
• Be careful not to delegate responsibilities until
  you know a person can handle the job.
• Be polite.
• Keep meetings to a minimum.
• Avoid the syndrome of doing things based on the
  way things have always been done.

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Conflict Resolution Tips

• Be a leader.
• Gossip can lead to trouble.
• Dont lose your sense of humor.
• Create a warm, friendly, and responsive climate.
• Bring the best out of the group.
• Compromise is essential.
• Let things roll off your back.

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Personality Traits and Conflict

• What is personality?
• Which letter best describes your personality?

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Personality Style Directing (D)

• Directing personalities are goal driven. They are
  also problem solvers and will break the rules.
  For a D, if they are not the boss, they KNOW they
  should be. Ds are bored quickly, realistic,
  direct to the point, motivated by a challenge,
  and risk takers. Typically, Ds have strong
  opinions. A Directing personality fears the loss
  of control and being taken advantage of.

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Personality Style Influencing (I)

• Influencing personalities are people oriented and
  motivated by interaction with people. Influencing
  people are the LIFE OF THE PARTY. They are
  big-picture minded, ideal driven, and focus on
  how things COULD be. Influencing people are also
  focused on feeling and emotions. They are very
  persuasive and have a good gut feeling. They do
  not like rules, are very spontaneous and
  adaptive, and like change. Influencing
  personalities are optimistic and moody, but they
  will not stay down for long. They are team
  players and are great starters of a project. An
  Influencing personality fears the loss of the
  approval of others.

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Personality Style Supportive (S)

• Supportive personalities are the most reliable,
  dependable, and loyal people. Their word is their
  bond. Supportive personalities like rules and are
  always prepared. They like to plan, are very
  generous, and are very territorial. They are also
  good listeners and family oriented. If an S is
  not appreciated, he or she can quickly slip into
  a negative attitude. They need one-on-one
  appreciation. The supportive personality fears
  the loss of security.

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Personality Style Contemplative (C)

• Contemplative personalities are logic and fact
  driven. They believe that there is one right way
  to complete a task. They prove things logically
  and must know why. Contemplative people are also
  very analytical, thorough, and cautious. They
  rarely make mistakes, are not risk takers, and
  judge themselves harshly. They strive to be
  experts, are the most detail driven of the
  personalities, and are persistent. They are also
  funny people once you get to know them. The
  contemplative person fears criticism of his or
  her work.

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DISC Survey Percentages

• Based on people surveyed in the United States
• 17 are Directing
• 17 are Influencing
• 50 are Supportive
• 16 are Contemplative

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The Six-Step Problem-Solving Process

• Step 1 Identify and Define the Problem
• Step 2 Analyze the Problem
• Step 3 Develop Possible Solutions
• Step 4 Select and Plan the Solution
• Step 5 Implement the Solution
• Step 6 Evaluate the Solution

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• There is no such thing as a bad customer.

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Six Steps to Satisfying a Difficult Customer

• Develop some perspective
• Do not over-generalize
• Remember you are a professional
• Be the master of the art of calm
• Surface the tension
• Transfer the tension

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What is your first response to

• Do you know anything?
• Are you the dumbest person there or can I speak
  to someone dumber?
• Is your purpose in life to annoy me with wrong
  answers?

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Zinger Zappers

• Laughter
• Kindness
• A Witty, But Professional Response
• A Pregnant Pause
• A Well-Placed Compliment

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Key Learning Points

• Conflict, when managed, may be positive.
• Three types of conflict
• Intrapersonal
• Interpersonal
• Intergroup
• Understanding your personality may help to avoid
  conflict with others.

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Key Learning Points

• Six-Step Problem-Solving Process
• Step 1 Identify and Define the Problem
• Step 2 Analyze the Problem
• Step 3 Develop Possible Solutions
• Step 4 Select and Plan the Solution
• Step 5 Implement the Solution
• Step 6 Evaluate the Solution
• Always remain professional, despite the
  customers comments.

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What Customer Service Means

• Doing ordinary things extraordinarily well.
• Going beyond what is expected.
• Adding value and integrity to every interaction.
• Being at your best with every customer.
• Discovering new ways to delight your customers.
• Surprising yourself with how much you can do.
• Treating all customers with respect and integrity.

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What Questions Do You Have?