Parking Facility Usage Facility Equipment Smoking Cell Phone and Electronic Devices Usage Meeting Room Scheduling Calendars Building Maintenance Definitions Partner Referrals SECTION IV – CUSTOMER RELATIONS Page 42 Equal Opportunity Grievance and Complaint Policy (Attachment F to the MOU) Reporting Suspected Program Fraud or Abuse Limited English Proficiency SECTION V – CONTINUOUS IMPROVEMENT Page 53 Core Values of Performance Excellence Customer Service
For more information: ; ; Fair Credit Reporting Act The Fair Credit Reporting Act (FCRA) requires an employer to obtain the applicant’s permission before asking a background screening company for a criminal history report, and requires the employer to provide the applicant with a copy of the report and a summary of the applicant’s rights before the employer takes an adverse action (such as denying an application for employment) based on information in the criminal history report. For more information: For additional information about these notices or to register a formal complaint about a KansasWorks job order or services received in a KansasWorks Workforce Center contact: John M. Ybarra Workforce Compliance and Oversight Kansas Department of Commerce 1000 S.W. Jackson Street 100 Topeka, KS 66612 (785) 296-6809 Se Español Grievance and Complaint Policy Grievance and Complaint Policy It is the policy of the Workforce Alliance of South Central Kansas (WA) that all workforce programs operated by or under the WA shall be operated in conformance with all applicable laws and regulations. It is also the policy of the WA that no program or provision of services under those programs shall allow discrimination on the basis of race, color, national origin including limited English proficiency, age, sex including pregnancy, childbirth and related medical conditions, sex stereotyping, transgender status, and gender identity, political affiliation, belief, citizenship, religion or disability. Who May File - Any applicant, participant, service provider, operator, partner or other interested party may file a complaint alleging a violation of local programs, agreements or WA policies and activities. Complainants with Disabilities - Complainants with disabilities will be accommodated in communication and location. Alternate formats will be used on request to notify the complainant of hearings, results and any other written communication. Auxiliary aides and services, such as deaf interpreters or assistive listening devices, will be provided on request for negotiations, hearings and any other meetings where aural communication occurs. An accessible location will be used for hearings and other meetings on request.
Local Area IV Customer Service Grid JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Customer services, programs, and products the customer can use to meet their needs; flexibility in approach the customer that “that’s not our problem” Tells the customer “I used what you gave me, so it’s not my fault” Does not assist customers, whether employers or Takes customers literally instead of listening for deeper customer needs Tells the customer that the way 1st offers the service is the only way it can be received Greets job-seekers and employers promptly and cheerfully, despite whatever else is going on Asks customers questions that identify their needs customers see how 1st services help with their needs Apologizes for customers’ problems, and reassures that we can help Tells the customer “Let’s see how I can help” Sees to it that each employer or job-seeker is placed into contact with the person to assist Takes initiative to tailor services within ethical, moral, and legal boundaries Finds errors up front, and takes the initiative to fix them without a customer complaint or creates services specific to the customer’s unique needs Go above and beyond to serve the customer by asking if there is anything else you can do for them and giving them your contact information for future use JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES WICHITA (Continued)
Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Closes Customer Interactions—Make employers and job-seekers feel that they are valued parts of the Fail to acknowledge them as they leave Acknowledges them with an insincere tone of voice Calls out “thank you” over the shoulder instead of taking the time to sincerely thank the customer Allow them to walk out the door Fails to check with customers to see if they have more needs Says “Thank you for using the today” Invites the customer to return Asks if the can serve any family or friends of the customer Tells the customer to have a great day Refers customer to at least one additional service for which he or she is qualified Gives the customer a call-back number or e-mail and says “please let me know how this turns out for you” Greet the customer by name and says something like “Great to see you” Adds value to the customer’s experience by explaining upcoming events such as workshops that may be of interest Asks the customer what other needs the contributor can help with Refers the customer to additional services for which he or she is suitable Solicits customer feedback on how well the Center met his or her needs Provide follow up assistance as appropriate with customers JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES (Continued) Examples of Behaviors Your Rating:
Open Professionalism in Delivering Our your job and focus on work- and job-related activities at work Does not know basics of job or information Fails to learn job basics or Center information Finishes non-business activities before assisting customers eyes, sighs, or otherwise makes customers feel like they are a bother Tells a customer “We don’t do that/ we can’t help you here.” Does not provide a service, program, or product advertised or promised Bluffs the customer when an answer to a question is unknown Respects job-seeker and/or employer confidentiality Gives attention to customers rather than starting them on a project and then leaving them Follows up to help customers with new questions or problems Follows the dress code with basic customer questions or needs on all and employer programs and services Keeps up-to-date on offered programs and services Tells the customer “I don’t know—let’s find out together” referrals to coworkers or partners Treats customers better than expected Controls own emotions when customers lose control of theirs creates opportunities to deescalate customer confrontations Focuses on the situation, not the person Treats coworkers with the utmost respect Seeks information on which customers are likely to come in, anticipates their likely needs, and has materials and services ready for them Refers customers to resources outside the and Partner network, even when they are outside the scope and mission of the Center
JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF (Continued) Customer Service Element Examples of Behaviors Your Rating: Your Rationale Development 1 Effective 2 Highly Effective 3 1 2 3 Employees—enjoy the work and believe the services, programs, and products are important Lets “bad days” affect service to job-seekers or employers Mumbles so that customers cannot hear or understand Uses body language such as frowns or lack of eye contact that communicate dissatisfaction to customers Moves lethargically in response to customers Makes eye contact with and smiles at customers Welcomes each job-seeker or employer the contributor comes into contact with Makes an effort to be helpful to any customer who asks or appears to need assistance Maintains a cheerful disposition Responds enthusiastically and energetically to customer requests Maintains an upbeat attitude, regardless of what else may be going on Projects goodwill to all customers and coworkers Demonstrates a “sparkle” and of appropriate fun Embraces change