This document provides an overview of a presentation on customer service given to the EDGE 101 class by Rhonda Mullis from the Georgia Department of Human Services. It outlines the vision, mission, and core values of the department, as well as the values of the Division of Child Support. The purpose of the customer service course is to train employees to assist customers with a variety of tasks and to create a positive customer experience with every interaction. The presentation notes that over 80% of the workforce works in customer service and that exceptional customer service is important for keeping a company in business. It emphasizes understanding the product or service provided by the Division of Child Support and knowing who their customers are in order to best help them.

1. Customer Service
Presenter: Rhonda Mullis
Presentation to: EDGE 101 Class
Date: January 2014
Georgia Department of Human Services

2. Vision, Mission and Core Values 2
VisionVision
Stronger Families for a Stronger Georgia.Stronger Families for a Stronger Georgia.
MissionMission
Strengthen Georgia by providing Individuals and Families access to services
that promote self-sufficiency, independence, and protect Georgia's
vulnerable children and adults.
Core ValuesCore Values
• Provide access to resources that offer support and empower Georgians and
their families.
• Deliver services professionally and treat all clients with dignity and respect.
Manage business operations effectively and efficiently by aligning resources
across the agency.
• Promote accountability, transparency and quality in all services we deliver
and programs we administer.
• Develop our employees at all levels of the agency.

3. Division of Child Support Values 3
Division of Child Support Values:
– Put children first
– Children need both parents
– Customer interaction is an opportunity
– Employees are valuable resources

4. Customer Service Purpose & Course Objective 4
• The purpose of customer service is to act as a liaison between the
customer/patron, you and the agency you represent. You will be
trained how to offer assistance with a variety of tasks, including but
not limited to; complaints, questions, information concerning account
and requests.
• This course will give you valuable tools to assist you in viewing each
customer experience individually and in creating a customer service
“masterpiece” for every customer with whom you interact.
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5. Customer Service True Meaning 5

6. Customer Service – Statistics 6
• More than 80% of work force work in some sort of customer service environment.
• 71% of customers are extremely irritated when they can not reach a human on the
phone.
• 85% of the negative results that customers experience are because of a process
breakdown. EX: call backs, complaints, prompts, escalations.
• 2 out of 3 customers will walk out & not return because of poor customer service
• Exceptional customer service is what keeps a company in business.

7. What’s In It For You? 7
• Feel More Valued & Useful on the Job
• Decrease on-the-job Stress
• Improve Daily Interactions
• Build Better Workplace Relationships
• Increase Pride by Improving Agency Image
• Increase Leadership Potential
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8. DCSS Provides What Product or Service? 8
• Who are your customers?
– External
– Internal
– Director of First Impressions (DFI)
• Do our customers have a choice?
• Know DCSS Mission Statement & Values
– The more you know , the better you help customers
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