The document provides training on customer service for interns. It defines customer service as the support and assistance offered to customers. The training teaches that customers include citizens, coworkers, supervisors, and other departments. It outlines five essential aspects of customer service: being reliable, responsive, reassuring, empathetic, and presentable. The document instructs trainees to engage in active listening, use easy to understand language, and say thank you. It emphasizes making customers feel heard, helped, and appreciated.

1. CUSTOMER SERVICE:
PUTTING YOUR BEST FOOT
FORWARD
HUMAN RESOURCES
DEPARTMENT MAY 6, 2020

2. LEARNING OBJECTIVES
By the end of this training, interns will:
•Learn what customer service is, how to
recognize it and use it for character building
•Learn the five important aspects of customer
service essentials
•Integrate customer service skills into daily
interaction in a school and work
environment

3. WHAT IS CUSTOMER
SERVICE?
The support and assistance you
offer to customers

4. WHO ARE YOUR
CUSTOMERS?
•Citizens of DeKalb County
•Co-workers
•Supervisor
•Other Departments

5. WHICH COMPANIES ARE
KNOWN FOR GREAT
CUSTOMER SERVICE?

6. “Service is our product”

7. GREAT CUSTOMER
SERVICE REQUIRES YOU TO
BE:
Reliable
Responsive
Reassuring
Empathetic
Presentable

8. RELIABLE
Ability to perform the promised service
dependably and accurately

9. RESPONSIVE
Willingness to help customers and to provide
prompt service

10. REASSURING
Ability to demonstrate trust and confidence

11. EMPATHETIC
Providing caring, individualized attention to
customers

12. PRESENTABLE
Your appearance, also facilities, equipment,
workspace and communication materials

13. INTERACTING WITH
YOUR CUSTOMERS
Engage in active listening
Try not to interrupt
Use easy to understand language
Use positive language

14. RULES OF CUSTOMER
SERVICE
Make the customers feel heard - listen and pay
attention
Make the customers feel understood - repeat
critical information in appropriate tone
Make the customers feel appreciated and
respected-smiling and saying “thank you”
Make the customers feel helped - let them leave
with more than they came
If you make a mistake, admit it, apologize and
move along

15. YOUR IMPACT
You are the face and voice of your employer.
Know your information.
Always remain professional.
Your most important job is service.
Your positive attitude matters.

16. HUMAN RESOURCES
DEPARTMENT CONTACTS
Benita Ransom
Human Resources Director
404-687-3588
Fabienne Niles
Organization & Employee Development Manager
404-371-4937
Jami Mack
Employee Development Trainer
404-371-2107
Ashley Swan
Employee Development Specialist
404-371-2849
Karen Grant
Human Resources Specialist
404-371-2320