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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:

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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