Customer Service and Communication
In this Topic
Introduction
Good communication skills are critical for staff to interact professionally and efficiently with customers, co-workers, supervisors, and the general public.
Written
Writing is the major means of communication in the Child Support Program. Staff sends e-mail, letters, and documents within and outside the agency. Case activities are recorded in case records, in court files, and on the state automated system. The quality of a staff member’s writing is important because it conveys critical information about the support case and the customers. It also reflects upon the staff member, the agency, and the state.
The following basic rules can be used to improve the effectiveness of written communication:
- Determine what to say. Understand the reason for every document written. Determine the facts that are relevant and state them precisely and in a logical order.
- Identify the audience. Knowing the audience determines how a subject will be addressed. For example, some abbreviations are clearly understood by staff, agencies, and states. However, customers may not understand abbreviations commonly used by staff to describe daily processes. Other agencies may not fully understand the abbreviations used in a particular office. County or state personnel may also read documentation entered into the state automated system.
- Use correct punctuation and spelling. Correct punctuation and spelling make writing clearer to the reader. There are tools available to help the writer, including spelling and grammar checks in Microsoft Word and online dictionaries.
- Notations made on the State automated system should always be clear, concise, and professional because they are a formal part of the case record.
Telephone Skills
The telephone is a powerful, efficient, and cost-effective tool. If a conversation begins poorly on the telephone, it may never progress beyond the first call. Telephone manners and etiquette are critical components of a professional image and good communication. Most people will respond positively to the communicator when they feel that person is interested in their particular situation.
The following are general best practices that help improve telephone skills:
- Answer the phone pleasantly and maintain that demeanor while on the telephone.
- Noise is amplified over the telephone; remember that people may hear eating, drinking, or chewing.
- Adhere to office guidelines regarding the length of time between a message and the return call.
- Ask the other party if it is a good time to talk before beginning the conversation.
- When returning a phone call, have all necessary information ready.
- Practice what you plan to say, either by saying it out loud or by writing notes.
- Concentrate on the phone call. Callers can usually tell if you are doing other work while speaking to them.
A person’s voice over the telephone can convey that he or she is friendly or distant, confident or timid, spontaneous or mechanical, relaxed or nervous. Make a recording of your voice to hear how it sounds to others.
For more information and call handling procedures, refer to Action Transmittal 15-05 Standard Operating Procedure: Expedited Call Handling.
Voice Mail
The purpose of voice mail is to advise a customer that although staff may be away from his or her desk, he or she will still respond to the customer’s needs. Voice mail should be checked regularly. It should not be used to regulate telephone calls when a staff member is at his or her desk.
The away message should be updated frequently. The message should let the caller know when staff will be out of the office and provide an alternative number.
Dealing with Angry Customers
The issue of child support is a very emotional one, and staff may encounter angry customers. Customers may have legitimate reason to be angry, or they may just be frustrated with their situation.
Keep the following tips in mind when dealing with an angry customer:
- Remain calm. Do not take the customer’s anger personally, and resist the urge to fight back.
- Listen. Look past the customer’s emotional state and listen to what is being said.
- Give the customer a chance to vent.
- Take control of the situation. First, state that you want to help the caller. Start asking questions, speaking quietly and gently, and try to get to the source of the problem.
- Know when to quit. If you are unable to satisfy the customer and he or she becomes abusive (e.g., yelling, cursing), indicate that you have all the necessary information or terminate the conversation until the customer can calm down.
Customers who remain angry should be given the opportunity to speak to a supervisor. Customers who are out of control, drunk, or drugged should be referred to security personnel.
Customer Services
The child support program has a fully operational customer service call unit, along with an Integrated Voice Response system (IVR) which has enabled our customers to receive increased case information. The IVR provides enhanced case specific information to callers, allows callers to make payments, update and enter certain demographic information, request certain forms, and conducts out-bound calling messages.
In addition, the DFD Customer Service Unit is responsible for responding to written correspondence received from the Office of the Governor, the Department of Human Services Commissioner, and the Division of Family Development Director and Assistant Director. The unit also provides a web-chat service to clients who are logged into their online account. Overall, the Unit’s goals are to provide quality customer service and definitive resolutions to customer issues in an expeditious manner.