Positive Customer Service Workshop ~ Del Norte County

Findings and evaluation results from the 2/5/14 sessions held in Crescent City, CA.

Participants – Del Norte County Health & Human Service Professionals

Workshop facilitator – Joe Tassinari, UC Davis Instructor and host of this website. 

Objectives *To become better with positive customer service. *To feel more comfortable with my colleagues.

Participants set out to become better with positive customer service and to feel more comfortable around each other by practicing these two objectives during the actual workshop. There were two sessions – morning (29) and afternoon (23). 

Findings

Findings are suggestions and insights that were brought forth by the participants during the workshop.

*Competent & Efficient   *Professional Team Member   *Valued & Trusted   *Knowledgeable & Resourceful   *Responsive & Helpful   *Compassionate & Understanding   *Respectful & Courteous

Participants chose one of the above customer service standards that resonated with them, wrote how they fulfill the standard, shared with their table mates what they wrote, then posted the results around the room.

This is what was posted … 

Competent & Efficient

• My job is done correctly timely, accurately from the moment I walk in the door.
• My customers know that I will follow through with what I say I will do.
• Listen – hear – respond Appropriately.
• Being organized is key. I like post-its.
• I make To Do List so I don't lose focus.
• I'm rarely wrong at doing my job.

​​Professional Team Member

• Embrace Golden Rule – Treat others as I want to be treated.
• Helping Others.
• I always show up to work on time.
• Present myself professionally.
• Dress appropriately, arrive on time, work full day, don't abuse breaks, am courteous to all co-workers regardless of the level of friendship.

Valued & Trusted

• By establishing a good relationship with the client.
• My service to both Internal/External customers is valued. I am a trusted employee and helping out either customer I would be trusted.

Knowledgeable & Resourceful

• "Shell Answer Man" -To be a resource you need to be ~
• I have extensive knowledge about the regulations.
• I've had to do my own research for my caseload. I can find almost any answer through research.
• I can find an answer to almost any question.
• Co-workers come to me for help when programs are not running correctly.

Responsive & Helpful

• I can always ask them what they need. And try to find a way to help resolve their problem.
• Get someone to help – email, phone.
• Listen to the client. Pay attention. Make them feel appreciated. Help them with their needs, direct them to resources.
• Listen to what the customer is saying & provide them with the help they need even if they don't ask for it. We don't always know what to ask for.
• Listen to the problem, figure out what they need, get them to right person or right paperwork rapidly.
• Help other coworkers when I can. Always helpful to client in person or over the phone.
• Willing to help others even those outside my unit/area.
• Collaborate with co-workers on puzzles and challenges.
• Do'in my job.
• I'm OCD about completing it … It becomes a Task.

Compassionate & Understanding

• I am very caring & can understand we all have hurdles in our lives.
• I listen to clients and refer to agencies.
• Been there!
• I try to place myself in their situation. Empathize.
• Good listener.
• I have a gift of empathy so I can easily be compassionate & understanding.
• Try to get help for my customer as soon as possible depending on their situation.
• Empathy – with clients who are having difficulty understanding mailings they receive from us <especially the recent flurry of healthcare>.
• I always try to listen carefully to best determine my clients needs.
• Listen to people. Care about people.
• I've been where a lot of our clients have and are at now and I'm still trying to make my way out of it. I've been to the point of all there is in my fridge is maybe baking powder and that's it. – Empty.
• I am empathetic and patient when cleaning with my clients and co-workers.
• It comes natural to me.
• Show empathy & understanding I am a good listener.
• Attempt to put myself in other people's place.

Respectful & Courteous

• Listen to their problems. Understand with their situation.
• Kind to Everyone!
• Greet everyone w/ a smile & warm "hello" or "good morning".
• I am positive & friendly & courteous & nonjudgmental.
• Be polite to everyone regardless of how they are acting. Don't take anything personally.
• Treat people all the same regardless of how they are.

Below are findings from another activity about improvement and success.

How can Del Norte Co. HHS customer service be improved? The emphasis was on improvement "towards a solution". Each participant wrote down one improvement, shared with their table, then each table presented one of the suggestions. Here is what was presented.

• Being intentional about our goals
• CALHEERS
• ​Our awareness of changes
• Taking good care of employees
• Our communication with changes & new standards
• Give staff flexibility with work hours
• Extended hours to better serve community
• Clarity with each other's appointments
• Courteous communication styles
• Recognition for good performance
• Better tools & resources for employees

What's working well with Del Norte Co. HHS customer service? The emphasis was on recognizing what is working well so that we remember to continue doing so. Each participant wrote down one improvement, they each shared with their table, then each table presented one of the suggestions. Here is what was presented.

• Provides employee training
• We direct clients to services we don't provide
• Our clients are served in a timely manner
• We respond quickly to needs
• We build professional relationships with all customers
• We meet needs with respect and in a timely manner
• We're proactive at keeping customers informed
• Camaraderie between co-workers
• Parents can bring babies 
• 5pm – everyone leaves
• We're a co-worker community

End of findings.

Evaluation (from the comment section of the UCD eval forms)

What were the strengths of the course? What did you value most?

• Good info
• Discussions
• Interactivity, Applicability
• Instructor knowledge
• Interactive
• He engaged the crowd
• Instructor knowledge
• Customer service training, it went fine
• Great trainer! Can tell he likes what he does
• The interactive portions of this training were not unbearable J as some trainings are.
• Participation
• Opened dialogue
• Instructor cared about us and stayed positive
• Hearing from co-workers
• Instructor was captivating and made the training very enjoyable
• The interaction with my colleagues & being led by an outstanding facilitator
• Joe, well presented
• Morale booster
• Class participation
• Joe was able to get us to share honestly and let our guard down. Broke us out of our usual group.
• The interaction between co-workers
• Getting to meet other staff
• Mr. Tassinari is the most engaging facilitator we have had in some time. His delivery style is unique and effective.
• Honesty and activities
• Group discussion
• Class participation
• Instructor’s passion to teach and his knowledge in the subject
• The positive attitude of the presenter 
• The instructor
• Thank You!
• The strengths based part
• It was easy to communicate

How could the course be improved?

• It was good as it was
• More direct
• It was good
• Stop making demands of participants, ie … round of applause, stand up, talk, etc. it was a continuous flow of demands
• Nothing, was perfect
• After a while it seemed there were too many mini group interactions
• Participation with all who wanted to do that
• Not sure
• Practical applications of how to apply positive thinking
• It was good
• Be given a better synopsis. We thought this was about Health Care Reform
• Longer
• Nothing
• More detail on what is needed to improve workplace
• It’s just right
• Nothing
• Was excellent
• Speak louder
• None
• Present to all management
• I Love the Class!!!

How will you apply what you learned?

• With service to my co-workers
• Think more intentionally
• In my everyday work
• Didn’t learn anything, but that’s ok others probably did
• Always strive for improvement
• Everyday situations
• Being positive is a choice
• Just keep smiling
• Do it everyday
• Enjoyed it – thank you!
• In my everyday usage
• Have two others attend afternoon session. And log on to Health Care reform.
• Everyday!
• Try to be more positive with my co-workers.
• Enjoy other staff more —
• In daily business practices involving intrapersonal relations/skills.
• Be more happy at work
• Think about it daily
• I can choose to have a good day.
• I don’t know
• Take the stuff learned & taught & absorb them. Will use in everyday work environment & when dealing with customers.

End of evaluation responses.

"When the findings are reflected back to the group, understanding and positive communication skills are promoted." ~joe tassinari