1 Client Service through RESPECT ™. RESPECT Respond quickly to client needs R = Respond.
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Transcript of 1 Client Service through RESPECT ™. RESPECT Respond quickly to client needs R = Respond.
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Client Service Client Service through through
RESPECT™
RESPECT
Respond quickly to client needs
R = RespondR = Respond
Clients come first
Acknowledging waiting clients
Ready, observant, and attentive
Being responsive means:Being responsive means:
Educate clients, empower them to better utilize your services and make the best decisions
E = EducateE = Educate
Informing them of additional programs or services
Providing resourcesAdvising clients of next stepsDo they have
Educating clients means:Educating clients means:
??????
Solution focused, clients are looking for solutions, NOT excuses
S = SolutionS = Solution
Not passing the buck or placing blame on others
Avoiding negative languageReassuring the client Understanding the issue Improving on the process
Being solution focused Being solution focused means:means:
Professional, treat every client interaction with professionalism, integrity and respect
P = P = ProfessionalProfessional
Dressing appropriately for your positionNo personal conversations Eye contactAddressing the client by nameDeliver what you promiseAppreciating the opportunity to assist themEnsuring you’ve met their needs
Being professional means:Being professional means:
Empathize, identify with the client
E = EmpathizeE = Empathize
Acknowledge the client’s feelingsBe sincerePractice active listening
To empathize means:To empathize means:
Courtesy, treat all clients internal and external with patience, politeness and sincerity
C = CourtesyC = Courtesy
Greeting the clientUsing the magic wordsListeningExplaining not telling
Showing courtesy means:Showing courtesy means:
Teamwork, collaborate with clients and co-workers to provide the best possible service
T = TeamworkT = Teamwork
Offering assistanceAsking for assistancePartnership
Teamwork looks like:Teamwork looks like:
RESPECT your clients as you would want your family and friends
to be respected!
RespondEducateSolution FocusedProfessionalEmpathizeCourtesyTeamwork