Training Notes What you need to say/do
Perceived Barriers to Providing Effective Customer Service
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- Training Notes What you need to say/do Continue to display PowerPoint Slide 2-14: Communication
- What you need to know
Perceived Barriers to Providing Effective Customer Service
We need to acknowledge that in the Child Support Enforcement business, not everyone we serve will be happy. The goal is to administer the program properly and enable each person to understand what has happened or what will happen, and why. Training Notes What you need to say/do Continue to display PowerPoint Slide 2-14: Communication. Point out to the participants that barriers can be present on the worker side or the customer side. Not all barriers to effective customer services are presented by customers. Tell participants that we will look at barriers on the worker side first. Ask for examples of acronyms/jargon used on the job. The class should be able to rattle off examples very quickly. Tell participants that it may be okay to use acronyms commonly known by most adults—like the IRS or SSA. If you don’t use the common acronyms, sometimes it can appear that you are talking down to the customer. You should, however, avoid using acronyms with which the customer is unlikely to be familiar. Advise participants that we not only have to watch the use of acronyms, but the use of child support specific terms as well. Some commonly used legal terms such as “state of conception” may be misunderstood. Tell participants that one child support colleague related the following story: A caseworker talked at length with an NCP about his arrears. The NCP was told in detail how his arrears accrued, what income withholding payments were applied to his arrears, the tax refund intercepts and of any other intercepts that had been applied. The caseworker felt satisfied that a clear comprehensive explanation of the NCP’s arrears had been presented. When the worker asked the NCP if he had any questions, he said, “Yes, why do you keep talking about my rear end?” What you need to know Worker barriers are continued on the following page. Directory: sites -> default -> files files -> Answer True False 2 points Question 2 files -> Northern England’s set-jetting locations files -> Nstructions for Acquiring Excess Equipment online, through the 1033 Program files -> Occupational health and safety files -> The Black Panther Party’s Ten Point Program files -> International programs roel profile files -> Fermi Questions a guide for Teachers, Students, and Event Supervisors Lloyd Abrams, Ph. D. DuPont Company, cr&D/ccas experimental Station Wilmington, de 19880 files -> Personal Information Name: Maha Al-Ammari Nationality: Saudi Relationship Status Download 2.71 Mb. Share with your friends:
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