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Customer Service in Courts Toolkit
CSD Training Tools – Excellence in Court Services
1
Table of Contents
1.0
Introduction to Customer Service in Court Services Division
...............................................
5
2.0
Ontario Public Service Guide to Public Service Ethics and Conduct
...................................
6
3.0
What is “Customer Service Excellence?
..............................................................................
6
4.0
CSD’s Mission, Vision & Values
..........................................................................................
7
5.0
CSD Strategic Priorities and Goals
......................................................................................
9
6.0
CSD Service Standards, Service Expectations and Code of Conduct
.................................
9
7.0
Rating Customer Service on Procedural and Personal Dimensions
..................................
11
8.0
Reflecting on Customer Service from the Client’s Perspective
..........................................
12
9.0
Why Delivering Quality Customer Service is Important to you
...........................................
13
10.0
Who are your Clients?
.......................................................................................................
15
11.0
What do your Clients Value?
.............................................................................................
15
12.0
Emotional Intelligence
.......................................................................................................
16
13.0
Emotional Intelligence through Empathy
...........................................................................
17
14.0
Communication Tips
..........................................................................................................
21
14.1 Tips for Effective Listening
.........................................................................................
21
14.2 Positive & Negative Communication Behaviour
.........................................................
21
14.3 Asking Appropriate Questions
...................................................................................
21
14.4 Acknowledge without Agreeing
..................................................................................
22
14.5 Paraphrasing without Agreeing
..................................................................................
22
14.6 Smile and Be Positive
................................................................................................
22
14.7 The Six C’s of Communication
...................................................................................
24
15.0
The Ideal Customer Experience
........................................................................................
24
16.0
Media Protocol in CSD
......................................................................................................
26
17.0
French Language Services
................................................................................................
27
18.0
Accessible Customer Service – What It Means To You
.....................................................
27
CSD Training Tools – Excellence in Court Services
2
19.0
Procedural Information versus Legal Advice
.....................................................................
29
20.0
Managing Challenging Situations
......................................................................................
32
20.1 Customer Service Challenges in Courts
...................................................................
33
20.2 Dealing with Conflict - Finding the Win/Win Solution
.................................................
33
20.3 Four Principles for Dealing with Conflict
....................................................................
33
20.4 Problem Resolution
..................................................................................................
33
20.5 Escalation Process
...................................................................................................
34
20.6 Working with a Colleague to solve the Problem
........................................................
34
20.7 Angry Clients
............................................................................................................
34
20.8 Examples of Challenging Situations
..........................................................................
34
20.9 Maintaining Quality Service: Useful Tips for Challenging Situations
.........................
35
21.0
CSD Scenarios Activity
......................................................................................................
35
22.0
Learning Objectives
...........................................................................................................
38
23.0
Self-Reflection
...................................................................................................................
39
24.0
Appendices - Self-Assessments
........................................................................................
40
24.1 Customer Service Potential Scale
.............................................................................
40
24.2 Customer Service Skills Self-Assessment
................................................................
42
24.3 Emotional Intelligence Self-Assessment
...................................................................
45
CSD Training Tools – Excellence in Court Services
3
1.0
Introduction to Customer Service in Court Services Division
Welcome to the Customer Service in Courts training session! Today we will be exploring
several topics that will help you perform your job effectively so that you can provide the best possible service to our internal and external clients. The topics we will cover today
are:
1.
Customer Service: What it is and Why it is Important
2.
Our Clients: Who They Are, What They Want and What They Need
3.
The Technical Stuff
4.
Managing Challenging Situations The Learning Objectives for the session are:
1.
To understand the role, responsibility and value of public servants in providing customer service excellence to our clients
2.
To learn how our organizational values, mission, goals and service standards drive our commitment to providing quality customer service
3.
To review accessibility, French language services, media protocol and court decorum and learn how they relate to customer service in courts 4.
To understand what influences client satisfaction and to practice strategies to improve quality service
5.
To recognize your own emotions and practice strategies to manage emotions and
direct behaviour toward successful client service
This is your Customer Service in Courts Training Toolkit. The content will follow today’s session and includes helpful tip-sheets, important resources, self-assessments and worksheets for the activities that we will be completing during this training session. We hope that you find this training helpful and are able to make use of the strategies and tools presented when you return to your courthouse or office!
CSD Training Tools – Excellence in Court Services
4
2.0
Ontario Public Service Guide to Public Service Ethics and Conduct
The people of Ontario are entitled to a public service that conducts itself with integrity and impartiality. They rightfully expect their public servants to uphold the public trust and
provide the highest level of service quality.
Being a member of the Ontario Public Service (OPS) is a privilege that comes with important ethical responsibilities. As public servants, ethical conduct is a critical part of who we are and what we do regardless of our assigned roles and responsibilities. Acting with integrity, and complying with all applicable laws, is essential to our reputation and long-term success as we work hard to earn and constantly maintain the trust of the public. The same qualities are also essential for the personal and professional success of each employee.
3.0
What is “Customer Service Excellence? To better understand the importance of excellent customer service, take a few minutes to reflect on your own experiences of it. Remember that service can be provided and received in a variety of ways, not just at a counter.
Share a story with a partner about a specific occasion when you received “Customer Service Excellence”.
Think about a time when you received exceptional customer service.
What was happening?
What did the person do? Say?
How did the encounter make you feel?
How was your behaviour impacted?
What images or words come to mind when you think about that scenario?
Notes about what you learned from your partner’s experience and your own:
______________________________________________________________________
______________________________________________________________________
CSD Training Tools – Excellence in Court Services
5
_____________________________________________________________________
4.0
CSD’s Mission, Vision & Values
Our Vision
A modern and professional court service that supports accessible, fair, timely, and effective justice services.
Our Mission
The mission of the Court Services Division is to modernize the delivery of accessible and accountable court services and support an engaged, professional and client-
focused workforce that works collaboratively with justice participants to inspire public trust. Our Values
1.
Service Excellence: We strive for service excellence and to provide high quality,
accessible services to the public
2.
Inclusion: We foster an inclusive working environment that respects and embraces diverse opinions and beliefs
3.
Accountability: We are committed to a transparent court system that holds us accountable for the decisions we make
4.
Professionalism: We conduct ourselves with professionalism when interacting with clients, colleagues and justice participants, including the judiciary
5.
Collaboration: Our culture encourages teamwork and collaboration through mutual trust and support
6.
Respect: Our actions demonstrate continued respect towards the public, our colleagues and the law
7.
Innovation: We encourage new ideas and creative thinking to support innovation
in the division
8.
Integrity: We are committed to honesty, impartiality and remaining true to our word
CSD Training Tools – Excellence in Court Services
6
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