Customer Service Presenter: Rhonda Mullis Presentation to: EDGE 101 Class Date: January 2014 Georgia Department of Human Services
Aug 09, 2015
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 – 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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