DHHS Customer Service

Welcome Customer Service Toolkit Customer Service? It’s a big deal. Most of us already know how to deliver good customer service. We know our jobs. We know our customers. We do the best we can to serve our customers within the time and resources we have. The objective of this Toolkit is to give you the resources and tools you need to deliver and improve good customer service in the context of the work that you do.

Our focus is on the DHHS Six Customer Service Standards and what they mean. Before getting started, however, it’s important to make sure that we all have a common understanding of: What we mean by “Customer” Factors that influence customer service 5 things that customers care the most about Customer Service Toolkit

Main Menu Customer Service Toolkit Main Menu Our Customers Factors that Influence Customer Service DHHS Customer Service Standards We act with courtesy and respect. We involve you. We speak and write in plain language. We provide services efficiently. Our offices are accessible, clean and welcoming. We share your personal information only with people who are allowed to have it. If this is your first time through the training, you should proceed in the order listed.

Our Customers We have lots of different customers with lots of different needs. You might be responsible for supervising people who need direct and constructive feedback in order to improve and thrive. We might serve people who apply for or receive services from DHHS. Many of us also provide services to customers external to DHHS. All of us have customers internal to the Department.

Our Customers Delivering good customer service doesn’t always mean you’re going to make your customer happy. We can’t solve every problem and sometimes part of doing our job right means making someone unhappy. Certainly, parents subject to a child support enforcement order would rather not be a “customer.” All the same, we can still make sure that our customers are treated with respect and courtesy and we can respond as quickly as possible to their needs and requests.

Factors that Influence Customer Service Our Customers All of our customers have a role in shaping the customer service we provide. We can help our customers play their part by making sure they know what’s expected of them. Sometimes, for one reason or another, our customers don’t hold up their end of the bargain. That might be because: We don’t tell our customer what’s expected of them. We don’t effectively communicate with our customer, either because of a language difference, a disability, or cultural differences that give words unintended meaning. Our customer doesn’t have the skills or the strength to hold up their end of the bargain Our customer’s expectations are unrealistic.

Factors that Influence Customer Service Our Commitment to Our Customers We won’t deliver good customer service if we’re not all committed. Frontline staff can’t deliver good customer service if their supervisors aren’t giving them the supports and tools they need, providing training, and running interference when staff need help. And supervisors aren’t going to do their part when they hear a different message from management and leadership or when system problems that prevent good customer service go unaddressed or unacknowledged. Click here for the SETU training program, Introduction to Supervisory Practices

Factors that Influence Customer Service Supporting Systems To do our jobs right, people need to be trained, so that they know what to do; we need to be able to know who to talk to and what information to ask for in many different offices or units. We also need decision-makers and policymakers to be talk to each other to make sure we’re not creating unnecessary duplication or inconsistency: Do our customers really need to fill out two different forms or can we just use one and share the information with two different offices? And wouldn’t it be nice if our information systems talked to each other when they needed to?

Factors that Influence Customer Service We know a lot things can go wrong and do. Part of our job is to identify the problems. While we can fix some problems, for those problems that we don’t control, we have a responsibility to make sure that these problems are brought to the attention of those who can fix them. Supporting Systems Click here for the SETU classes on Communication Barriers

Factors that Influence Customer Service You We all have different skills and traits that contribute to good customer service. Some of us are good listeners. Some of us are very good at explaining things so that they’re easy to understand. And some of us know our “triggers” and have learned how to manage our irritation when things go wrong. It helps to know what your strengths are and where you need some help.

Factors that Influence Customer Service Your Team Certainly, as individual DHHS employees we are all responsible for our own behavior and doing our best to provide customer service. But, because our ability to provide good customer service is influenced by factors that no one individual controls, improving customer service is a team effort. What can we do as individuals, and as team members, to provide good customer service?

DHHS Customer Service Standards DHHS has distilled its customer service standards down to six standards. These six standards are really just different ways of showing our commitment to the most basic element of customer service: our respect for our customers. We act with courtesy and respect We involve you We speak and write in plain language We provide services efficiently Our offices are clean, welcoming, accessible and safe We share your personal information only with people who are allowed to have it In this section, we take a look at what these standards mean and how they might be applied to our work. We also provide some resources and tools to help you implement these standards in your area.

DHHS Customer Service Standards Click here for the SETU class on Customer Service Standards These Customer Service Standards are now incorporated into the criteria used for your Performance Evaluation. Click for details: Employee Performance Management Form and Supervisor Performance Management Form. To post the DHHS Customer Service Standards in your office, click here for a poster.

Click here for 10 Ways to Show Respect DHHS Customer Service Standards #1. We act with courtesy and respect. Taking the time to listen to what others are saying Working to understand differences and how these differences might influence a person’s perspective, needs and communication style Treating people fairly For most of us, respecting our customers comes naturally – we wouldn’t be here if we didn’t care about the people we serve. This standard focuses on the way our actions reflect our respect for our customers, particularly when things outside of our control make that very, very difficult. Some basic signs that you are acting with courtesy and respect:

DHHS Customer Service Standards #1. We act with courtesy and respect. Sometimes our customers don’t always act in a way that makes us want to treat them with respect or courtesy. At other times, someone else fails to do their job and we’re the ones that have to handle the irate customer. Acting with courtesy and respect in these circumstances means being able to step outside of ourselves and recognize when we’re letting our own frustrations get in the way. Sometimes it can be hard to be patient, tactful or understanding. Many of us find ourselves doing too much with too little.

DHHS Customer Service Standards #1. We act with courtesy and respect. What does acting with courtesy and respect look like in action? We have our own experience as customers to give the answer. When we’re in the check-out line, we expect the cashier to make eye contact and say “hello,” “please,” “thank you,” and “you’re welcome.” We expect an apology when we’ve received less than satisfactory service. At the doctor’s office we want to be seen promptly unless there’s an unavoidable delay. We want our doctor to listen to our question and to tell us what’s going to happen next when we’re anxious and need answers.

DHHS Customer Service Standards #1. We act with courtesy and respect. Chances are that at one time or another, more than one of us has taken out our frustrations on a sales clerk, a customer service representative, or a receptionist. We might have been tired, annoyed with our cranky kids, or anxious about paying a bill. Or we might have had a legitimate complaint. And chances are we’ve also been on the receiving end of someone else’s anger or frustration. A co-worker doesn’t think you’re doing your fair share of the work. Or a provider calls to complain about sloppy and lazy state workers who don’t know how to do their jobs right. Or an applicant for services lets you have it because they’ve been waiting in the reception area for over an hour with three young children and now you tell them they don’t have the right documentation and they will have to come back later.

The next screen lists helpful resources for you. DHHS Customer Service Standards #1. We act with courtesy and respect. For most of us, the most we have to worry about is the occasional angry customer, like a co-worker in the next office waiting for us to complete a report or a provider calling over the phone about an unpaid claim. But some us have jobs where it’s not uncommon to see customers who are angry or in crisis. If you work in this kind of job, you and your team should have a plan for what to do. Your team needs to support frontline staff through tough situations. Protecting the safety of DHHS staff and customers should always be a first priority.

DHHS Customer Service Standards Working with Clients in Difficult Situations Managing Difficult Calls Staff Safety #1. We act with courtesy and respect. The Department’s Staff Education and Training Unit (SETU) has a catalog of resources to help you learn how to handle these situations. Conflict Resolution at Work Communication Barriers

Involving our customers is really just one way of showing them respect. We all want a voice in decisions that affect us. #2. We involve you. Have you or someone you loved had a serious medical issue? Did you notice how much more anxious you were when you didn’t know what was happening? DHHS Customer Service Standards

#2. We involve you. Click here for the SETU class on Coordinating Person-Centered Planning For customers, knowing what to expect, what decisions are in their control, and what decisions other people are making are important ingredients of being involved in their care. Our customers are critical partners in the services we provide. When we don’t respect our customers’ involvement in the decisions that get made, or we don’t give them the information they need to understand those decisions, we may be undermining their ability to hold up their end of the partnership. DHHS Customer Service Standards

#2. We involve you. There are lots of different ways this standard can be put into action, depending on the customer and the situation. For customers applying for or receiving services from the Department, we can: Make sure people know what to expect before they walk in the front door. Explain options and provide enough information to make an informed choice. Tell people what to expect when they leave, including when they can expect to hear from us, Make sure your customers know what’s expected of them: Is there any information they need to provide? Are there any forms that need to be completed? DHHS Customer Service Standards

#2. We involve you. We can also give people information on other services and supports they might access, such as these. The “How Do I” section of our DHHS website Maine’s Area Agencies on Aging (AAAs) 211 Maine: Social Service Help Maine’s Aging & Disability Resource Centers Access Maine DHHS Customer Service Standards

#3. We speak and write in plain language. Speaking in plain language is only part of the job. Sometimes we need to communicate with people who speak a different language. We need to make sure we can communicate meaningfully with each person we serve. Click here for the DHHS Language Access Policy DHHS Customer Service Standards

#4. We provide services efficiently. DHHS Customer Service Standards Each of us knows what it’s like to have our time wasted by someone else. Have you wondered why you have to fill out so many duplicative forms that could be condensed into one? Or have you gotten really frustrated because different parts of the same company don’t talk to each other and you have to repeat the same information over and over?

#4. We provide services efficiently. DHHS Customer Service Standards In our business, we can’t always avoid inefficiency – we have a lot of rules to follow and that often means we have to make our customers jump through a lot of hoops. In these cases, the best we can do is be honest with our customers – explain the process, admit that we know It can be complicated and time-consuming or frustrating, and ask for their patience. There are times, however, with a little bit of thought or collaboration, we can make the process much more efficient – saving time for our customers and ourselves.

#4. We provide services efficiently. DHHS Customer Service Standards Over the last several years the Department has used Lean Management Principles to identify opportunities for improving efficiency. Lean focuses on creating value for the customer and eliminating those steps that don’t add value. Do you… Chase information? Jump through multiple process and decision hoops? Wait a long time for approvals? Get constantly interrupted? Have to have a batch of work before it’s acted on or moved forward? Feel your knowledge and work is not included in planning and decision-making? Find that work gets lost between organizational silos? Encounter multiple understandings about how work gets done? Click here for information about how the lean process can support you and your colleagues

#5. Our offices are accessible, clean and welcoming. DHHS Customer Service Standards As a public agency, our job is to make sure our services are accessible to all of Maine residents, including people who have a disability. That means we need to be thinking about: Making sure our offices are physically accessible for people with a mobility impairment. Overcoming communication barriers for people who are deaf or hard of hearing, or people who have other types of disabilities that make it hard to communicate. Making our customers feel comfortable and welcome. How does our environment reflect our respect for our customer? Are our offices accessible, clean and welcoming?

Even though most of us know someone with a disability, many of us might be unsure of the best way to be respectful. There are many resources out there on “Disability Etiquette”. Here are just a few of them. DHHS Customer Service Standards #5. Our offices are accessible, clean and welcoming. United Spinal Association Tennessee Human Services Judicial Council of California

Not all of us have the authority to address structural barriers to access but it might be helpful to know when we have a problem. The resources below provide information on the responsibilities of state government for making sure access is available. You will also find resources on assistive technology that can make access easier in some situations. DHHS Customer Service Standards #5. Our offices are accessible, clean and welcoming. ADA Technical Assistance Manual ADA Best Practices Toolkit for State and Local Governments Accessibility Tips

#5. Our offices are accessible, clean and welcoming. DHHS Customer Service Standards A clean and well organized office demonstrates that we care about how public resources are spent, that we care about the jobs that we’re doing, and that we care about the people that we serve. Here are some very basic guidelines for keeping your office clean. Pick up after yourself. Pick up after others. Take ownership. Click here for CDC’s How to Stop the Spread of Germs

To the external customer, you are the Department. If you create a bad impression, the Department has created a bad impression. We all need to take responsibility for representing the Department in a welcoming, professional manner. Here are some basic guidelines and tips for doing just that: DHHS Customer Service Standards #5. Our offices are accessible, clean and welcoming. Go the extra mile. Greet your customers. How can you make your waiting room area more inviting, so that our customers feel comfortable, welcomed and valued? People walking into your waiting area should be greeted in a pleasant welcoming matter. Click here for tips Click here for tips

Respect for our customers means respecting their privacy. Here again we all have our own experience to help us understand how important this is. How many of us would welcome having our income, or family situation, or medical condition shared among our co-workers or our neighbors? DHHS Customer Service Standards #6. We share your personal information only with people who are allowed to have it. Legally we are required to protect certain types of information. Both federal and state laws protect the privacy of certain information about you and a lot of information about your clients. That means we need to pay extra attention to this customer service standard. Click here for the online DHHS Confidentiality Training

Transcript: Introduction Video The department’s main goal is to help people get connected with the proper resources they need to live safe, healthy, and productive lives. In the busy demanding world of human services, we have to be careful how we communicate with our customers. Each person has a story to tell and a different way of communicating his or her needs. And each professional has a different way of hearing those stories and coming up with solutions. “My family is hungry.” (Adult male client) “I think we can help.” (Female staff, bubble thought) All of us have our own beliefs, values, expectations and hold opinions. This is quite normal and human. “ I am so embarrassed to be here” (Immigrant female, bubble thought) “ I can’t ask my kids for help” (Older male, bubble thought) “ Will I ever get to all this work today?” (Female staff, bubble thought) “ I hope this person is not mean to me” (Female in wheelchair, bubble thought) It is important to understand our own triggers, so that we can consciously choose not to act on them. “I do not have any money” (Poor male) “Why don’t you get a job?” (Female staff, bubble thought) It is essential to take the time to explore strategies to make communication more effective. “How can I do this differently?” (female staff, bubble thought) “How can we do this differently?” “How can we help customers work with us?” “What can the system do differently?”

Transcript: Interaction with Angry Customer Customers seeking help may be facing multiple issues that are not related to your office. "I want to see my caseworker.“ (angry male customer) "Sorry, your caseworker is not available right now." (female staff) "Would you like to speak with the case worker on duty?" (female staff) "No, I don't want to see another case worker! @#%! (angry male customer) These issues may cause them to feel tense or overwhelmed and may lead to angry outbursts when staff can't give them what they want. What might staff do in this situation? Take a deep breath… Stay calm… Don't take it personally… And try not to let these incidents affect the way you treat your next customers. "May I help you?" (female staff)

Transcript: Interaction with Customer Speaking a Different Language Sometimes when we use the interpreter services line… "Tell her I need the pay stubs" (female staff) [foreign language coming from phone] ...we look at the phone and at our computer rather than to the individual. [foreign language coming from customer] (female) How can we create a different experience for the customer? Remember to focus on your customer, so that he or she does not feel left out of the conversation. Instead of saying to the interpreter: "Tell her I need the pay stubs" (female staff) Look directly at your customer and say: "Fatima, will you please show me your pay stubs?" (female staff)

Transcript: Interaction with Deaf Customer Sometimes, it is a real challenge for the staff to find out what people who are Deaf need when they arrive at the department to ask for help. "I don't understand your voice." (female staff) This is especially true when staff cannot understand the person's voice, and the person can't read well. If needed apologize for the delay and make a new appointment for a sign language interpreter. "Oh I understand now." (female staff) What can the system do to improve the outcome when a customer who is Deaf or has a disability does not receive the proper accommodation in a timely way?

Pick up after others. If you have kids, you’ve probably heard “It’s not fair. Why do I have to pick up? I didn’t make the mess?” And your answer? “Life isn’t always fair.” Unfortunately, it’s true – life isn’t always fair. But as DHHS employees, as professionals who take pride in our work, it doesn’t matter. A dirty, disorganized office reflects badly on all of us.