{"id":1629,"date":"2018-08-14T13:30:13","date_gmt":"2018-08-14T13:30:13","guid":{"rendered":"https:\/\/psw.circleofcare.com\/?page_id=1629"},"modified":"2024-05-24T13:02:38","modified_gmt":"2024-05-24T13:02:38","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/psw.circleofcare.com\/index.php\/customer-service\/","title":{"rendered":"Customer Service"},"content":{"rendered":"[vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][page_submenu alignment=&#8221;left&#8221; sticky=&#8221;true&#8221; bg_color=&#8221;#4c4184&#8243; link_color=&#8221;#ffffff&#8221;][page_link title=&#8221;What is Customer Service?&#8221; id=&#8221;1686342420656-0&#8243; tab_id=&#8221;1686342420656-7&#8243; link_url=&#8221;#whatiscustomerservice&#8221;][\/page_link][page_link title=&#8221;The Experience&#8221; id=&#8221;1686342420685-8&#8243; tab_id=&#8221;1686342420685-0&#8243; link_url=&#8221;#TheExperience&#8221;][\/page_link][page_link title=&#8221;Best Practices&#8221; id=&#8221;1686342420704-0&#8243; tab_id=&#8221;1686342420705-1&#8243; link_url=&#8221;#BestPractices&#8221;][\/page_link][page_link title=&#8221;Service Recovery&#8221; id=&#8221;1686342420723-2&#8243; tab_id=&#8221;1686342420723-2&#8243; link_url=&#8221;#ServiceRecovery&#8221;][\/page_link][page_link link_url=&#8221;#greetingtheclient&#8221; title=&#8221;Changing the Conversation&#8221; id=&#8221;1686342420733-1&#8243; tab_id=&#8221;1686342420733-9&#8243;] [\/page_link][page_link title=&#8221;Person-Centered Language&#8221; id=&#8221;1686342420799-0&#8243; tab_id=&#8221;1686342420800-9&#8243; link_url=&#8221;#pcl&#8221;][\/page_link][\/page_submenu][\/vc_column][\/vc_row][vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_custom_heading text=&#8221;What is Customer Service?&#8221; use_theme_fonts=&#8221;yes&#8221; el_id=&#8221;whatiscustomerservice&#8221;][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/2&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][image_with_animation image_url=&#8221;7021&#8243; image_size=&#8221;full&#8221; animation_type=&#8221;entrance&#8221; animation=&#8221;Fade In&#8221; hover_animation=&#8221;none&#8221; alignment=&#8221;&#8221; border_radius=&#8221;none&#8221; box_shadow=&#8221;none&#8221; image_loading=&#8221;default&#8221; max_width=&#8221;100%&#8221; max_width_mobile=&#8221;default&#8221;][\/vc_column_inner][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/2&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text]<span class=\"s2\">Customer Service is an organization\u2019s ability to supply the<\/span> client\u2019s wants and needs.\u00a0<span class=\"s2\">It is the practice of providing clients with a positive, helpful experience: <\/span><\/p>\n<ul class=\"ul2\">\n<li class=\"li3\"><span class=\"s2\">When they join Circle of Care, <\/span><\/li>\n<li class=\"li3\"><span class=\"s2\">Throughout the time they stay at Circle of Care <\/span><\/li>\n<li class=\"li4\"><span class=\"s2\">After they leave should they have any additional questions, etc.<\/span><\/li>\n<\/ul>\n<p><span class=\"s2\">Customer Service also outlines standards for how we provide service to a client before, during, and after their visit with their worker.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Customer Service is what the customer <\/span><strong><span class=\"s2\">perceives<\/span><\/strong><span class=\"s1\"> and <\/span><strong><span class=\"s2\">remembers<\/span><\/strong><span class=\"s1\"> of the service they received.\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Customer service is MORE than the service you provide \u2013 it\u2019s about the experience while receiving that service.<\/span><\/p>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_custom_heading text=&#8221;The Experience&#8221; use_theme_fonts=&#8221;yes&#8221; el_id=&#8221;The Experience&#8221;][vc_column_text]In understanding the customer experience, it is important to remember that:<\/p>\n<ul class=\"ul1\">\n<li class=\"li1\"><span class=\"s2\">People need to feel understood<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">People need to feel like we belong<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">People want to feel special<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">People need to feel like we have control<\/span><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s2\"><b>How do we do this?<\/b><\/span><\/p>\n<ul class=\"ul1\">\n<li class=\"li1\"><span class=\"s2\">Active listening<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">Taking the time to understand what is important to your client and doing your best to deliver upon that <\/span><\/li>\n<li class=\"li3\"><span class=\"s2\">Being courteous, polite, helpful, etc. <\/span><\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_custom_heading text=&#8221;Best Practices&#8221; use_theme_fonts=&#8221;yes&#8221; el_id=&#8221;BestPractices&#8221;][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/2&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;]<div class=\"nectar-fancy-ul\" data-list-icon=\"fa fa-check-square-o\" data-animation=\"false\" data-animation-delay=\"0\" data-color=\"accent-color\" data-spacing=\"default\" data-alignment=\"left\"> \n<h3><strong>Do:<\/strong><\/h3>\n<ul class=\"ul1\">\n<li class=\"li1\"><span class=\"s2\">Spend more time listening than talking<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\"> Be aware of assumptions &amp; judgements <\/span><\/li>\n<li class=\"li1\"><span class=\"s2\"> Ask open ended questions and review content<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">Be aware of the other person\u2019s emotions<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">Try to create emotional memorable experiences<\/span><\/li>\n<li class=\"li1\">Know that even if you have done everything \u2018right,\u2019 the customer\u00a0might feel differently<\/li>\n<li class=\"li2\"><span class=\"s2\">Try to recover the service if things are not going well<\/span><\/li>\n<\/ul>\n <\/div>[\/vc_column_inner][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/2&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;]<div class=\"nectar-fancy-ul\" data-list-icon=\"fa fa-times\" data-animation=\"false\" data-animation-delay=\"0\" data-color=\"extra-color-1\" data-spacing=\"default\" data-alignment=\"left\"> \n<h3 class=\"p1\"><span class=\"s1\"><b>Do Not: <\/b><\/span><b> <\/b><\/h3>\n<ul class=\"ul1\">\n<li class=\"li2\"><span class=\"s5\">Finish people\u2019s sentences<\/span><\/li>\n<li class=\"li2\"><span class=\"s5\">Daydream <\/span><\/li>\n<li class=\"li2\"><span class=\"s5\">Allow distractions to interfere with listening<\/span><\/li>\n<li class=\"li2\"><span class=\"s5\">Take over the conversation<\/span><\/li>\n<li class=\"li2\"><span class=\"s5\">Plan your response while the other person is talking<\/span><\/li>\n<li class=\"li3\"><span class=\"s5\">Assume what people want<\/span><\/li>\n<\/ul>\n <\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; text_align=&#8221;left&#8221; row_position=&#8221;default&#8221; row_position_tablet=&#8221;inherit&#8221; row_position_phone=&#8221;inherit&#8221; overflow=&#8221;visible&#8221; pointer_events=&#8221;all&#8221;][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_custom_heading text=&#8221;Service Recovery&#8221; use_theme_fonts=&#8221;yes&#8221; el_id=&#8221;ServiceRecovery&#8221;][\/vc_column_inner][\/vc_row_inner]<div class=\"nectar-fancy-ul\" data-list-icon=\"icon-salient-thin-line\" data-animation=\"false\" data-animation-delay=\"0\" data-color=\"accent-color\" data-spacing=\"default\" data-alignment=\"left\"> Service recovery are the actions you should take when a client feels upset or dissatisfied. These actions include:<\/p>\n<ul class=\"ol1\">\n<li class=\"li1\"><span class=\"s2\">LISTEN<\/span><span class=\"s3\">\u2026..generously!<\/span><\/li>\n<li class=\"li1\"><span class=\"s3\">Recognize &amp; respect emotions<\/span><\/li>\n<li class=\"li1\"><span class=\"s3\">Apologize<\/span><\/li>\n<li class=\"li1\"><span class=\"s3\">Resolve\/Follow-up<\/span><\/li>\n<li class=\"li1\"><span class=\"s3\">Thank you!<\/span><\/li>\n<li class=\"li2\"><span class=\"s3\">Offer further assistance <\/span><\/li>\n<\/ul>\n <\/div>[\/vc_column][\/vc_row][vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; 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