Customer Service Presenter: Rhonda Mullis Presentation to: EDGE 101 Class Date: January 2014

Georgia Department of Human Services

Vision, Mission and Core Values 2

Vision Stronger Families for a Stronger Georgia.

Mission Strengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.

Core Values •  Provide access to resources that offer support and empower Georgians and

their families. •  Deliver services professionally and treat all clients with dignity and respect.

Manage business operations effectively and efficiently by aligning resources across the agency.

•  Promote accountability, transparency and quality in all services we deliver and programs we administer.

•  Develop our employees at all levels of the agency.

Division of Child Support Values 3

Division of Child Support Values: –  Put children first –  Children need both parents – Customer interaction is an opportunity –  Employees are valuable resources

Customer Service Purpose & Course Objective 4

•  The purpose of customer service is to act as a liaison between the customer/patron, you and the agency you represent. You will be trained how to offer assistance with a variety of tasks, including but not limited to; complaints, questions, information concerning account and requests.

•  This course will give you valuable tools to assist you in viewing each customer experience individually and in creating a customer service “masterpiece” for every customer with whom you interact.

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Customer Service True Meaning 5

Customer Service – Statistics 6

•  More than 80% of work force work in some sort of customer service environment. •  71% of customers are extremely irritated when they can not reach a human on the

phone. •  85% of the negative results that customers experience are because of a process

breakdown. EX: call backs, complaints, prompts, escalations. •  2 out of 3 customers will walk out & not return because of poor customer service •  Exceptional customer service is what keeps a company in business.

What’s In It For You? 7

•  Feel More Valued & Useful on the Job •  Decrease on-the-job Stress •  Improve Daily Interactions •  Build Better Workplace Relationships •  Increase Pride by Improving Agency Image •  Increase Leadership Potential

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DCSS Provides What Product or Service? 8

•  Who are your customers? –  External –  Internal –  Director of First Impressions (DFI)

•  Do our customers have a choice? •  Know DCSS Mission Statement & Values

–  The more you know , the better you help customers

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