Customer ServiceLOS LUNAS COMMUNITY PROGRAM

Introduction to Customer ServiceCourses that will follow include:-Professionalism-Leadership-Teambuilding-Quality

DOH Mission:Our mission is to promote health and wellness, improve health outcomes, and assure safety net services for all people in New Mexico.

Icebreaker & Introductions

1. Why you started working for LLCP? 2. Why are you still working for LLCP? 3. Why you will choose to come to work at LLCP tomorrow?

Video: Simon Sinek

How great leaders inspire action

https://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action

People don’t buy what you do, they buy why you do it!

Customer ServiceWhy do we provide exceptional customer service?

So that the people who choose the Los Lunas Community Program can live the life they choose, establish meaningful relationships, foster opportunities for personal growth, and maintain healthy lifestyles in a way that is ethical, effective, and efficient leaving our customers pleased and knowing that the money they authorize for our services is well spent.

How is exceptional customer service provided?

By going above and beyond for a customer not only meeting their expectations but exceeding them.

What is customer service? The assistance and support provided by a LLCP to those people who buy or use our products or services.

Who are our customers?

What are the qualities of people who provide exceptional customer service?

The Secretary’s Speed of Trust Action items! Make time to listen to employees

Supervisors should round making time to get out and talk with employees

No negative emails; communicate in person whenever possible

Give others the benefit of the doubt

Make our intentions clear to others

Talk straight: become aware of your conversation; learn to get to your point quickly – less is more

Behave in ways that show fundamental respect for people

Behave in ways that demonstrate caring an concern

Create transparency by being honest, open and authentic; telling the truth in a way people can verify

Create a measure for an area of improvement and implement it

Model and practice sincere apologies when appropriate

Train for/implement succession planning

Clarify expectations routinely

Keep commitments

More face-to-face communication

Practice active listening

Reflect what you hear to show understanding

Self Actualization Exercise

1) Think of your favorite animal and write it down, then write down the three qualities you attribute to that animal.

2) Think of your second favorite animal and write it down, then write down the three qualities you attribute to that animal.

3) Think of your third favorite animal and write it down, then write down the three qualities you attribute to that animal.

Recap:

We discussed:

the purpose of our training series

the purpose of today’s training

why all of us are here

identified our customers

defined the why, how, and what of customer service

defined the qualities of customer service

learned the secretary’s speed of trust action items

How do we incorporate all of this?

The formula for Success:Listen and Support

Video: Tony Salvador:

The listening bias

http://www.ted.com/watch/ted-institute/ted-intel/tony-salvador-the-listening-bias

Practice

The “concerned citizen”

Practice

The “team”

Practice

The “guardian”

How does customer service relate to why we are here?

Let’s review the why!

Why do we provide exceptional customer service?

So that the people who choose the Los Lunas Community Program can live the life they choose, establish meaningful relationships, foster opportunities for personal growth, and maintain healthy lifestyles in a way that is ethical, effective, and efficient leaving our customers pleased and knowing that the money they authorize for our services is well spent.

So what is our mission?

Draft:

It is the mission of the Los Lunas Community Program to promote a person-centered philosophy and provide ethical, effective, and efficient services and supports that assist those we serve to live the life they choose, establish meaningful relationships, foster opportunities for personal growth, and maintain healthy lifestyles.

What would you add?

What would you remove?

What would you change?

Thank you for all of your hard

work!!!