2018 Family Strengths Drawing Food Employed Family Pictures Two Parents Place to Live Groceries Television Closeness ID: 782251
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Slide1
Customer Service
H.O.P.E SUMMIT
2018
Slide2Family Strengths Drawing
Slide3Food Employed Family Pictures Two Parents
Place to Live Groceries Television Closeness
Heat Sound System Refrigerator Happy Child Toys/Skateboard Humidifier Telephone BooksWashing Machine Table/Chairs Budget Clothing
Pet Fresh Air Fire Extinguisher Medicine
Class 1Fruit/Vegetables Dad greeting Child Groceries/Snacks Cat/PetFurniture Running Water Books ShelterCurtains Pantry Bottle HeaterNewspaper Electricity Television Extension CordLamp Lunch Box Refrigerator CoffeeBudget Radio Family Time TransportationFloor is solid Shared Responsibility Class 2
What Strengths Do You See?
Slide4An important first step for effective customer service is Empathy. In other words, being able to understand a persons needs, feelings, or point of view free of judgement.
What does empathy mean to you?
How do you and your team provide judgement free customer service?Putting Yourself In Their Shoes
Slide5WHAT DOES EMPATHY MEAN TO YOU?
Class 1
Greeting customers properlyCaringPut yourself in their shoesFeel what they feelFeel important/neededRespectHelp any way you can
Accept language barrier
Class 2Putting yourself in their shoesAll equalEmpathy vs Sympathy- Knowing the differenceParticipant responses
Slide6How does your agency provide “judgement free” customer services ??
Class 1
Smile- How’s your day! Client Choice Coffee/Snack ResourcesHandouts for services Display/ Meals Special Dinners HolidaysHug Thank them Remind then not to be embarrassed
Listen to them Respect/Family Recipes/Meals Birthday bags
Manager sets a good exampleClass 2Train volunteers Finding volunteer strengths Form relationshipsDiffuse situations Self reflection Number system for customersParticipant responses
Slide7