giving excellent customer service...
by Audia Bradwell, Contributing Editor, CCR&R Specialist
Child Care Resource and Referral (CCR&R) is fundamentally about customer service. Providing quality customer service should be the primary purpose driving CCR&R staff. When a customer receives services through CCR&R, it is important that the customer walks away feeling that the services offered to them were exceptional, even if a customer is not told exactly what he or she wants to hear. For instance, a customer may learn there is a waiting list for a program that they would like to take advantage of immediately. An excellent customer service experience softens a disappointment that could prevent the customer from returning when the program is available.
What is quality customer service? The Standard Levels of Service (SLS) help guide our thoughts and actions when assisting customers and ultimately helps us by defining quality customer service. The SLS coaches us in providing a consistent and high level of service throughout Florida. The following are some key components the SLS provides to ensure quality service is implemented:
- CCR&R is the “Front Door.” CCR&R is the front door to family services and must be offered to all customers assisted by the coalition or contractor. CCR&R early learning referrals, consumer/education information, and/or community resources must be offered to all customers with children of all ages that request information and/or referrals via telephone, in person, e-mail, mail, or internet. All interviews must be conducted in a manner that will ensure the confidentiality of each customer.
- Basic Consumer Information. Most customers contacting CCR&R do not know the difference between a family child care home and a child care center, a licensed and a non-licensed facility, or the difference between School Readiness and Voluntary Prekindergarten programs. It’s critical we explain all early learning and school-aged program options to the customer, and help them identify quality programs that meet their needs.
- Multi Language Services. When a staff person is not available who speaks the customer’s preferred language, a translation service or free translation web site must be utilized. Families should be able to receive materials in their preferred language when possible.
- Disabilities. Families of children with disabilities or special health care needs must receive full CCR&R services including referrals to early learning programs, consumer education information, and community resources providing appropriate support.
- Consumer Outreach and Education. The CCR&R specialist’s role is to provide information about the various child care programs and all community resources that may help the parent. This may include but is not limited to: the United Way Directory, the FLAIRS report, and any local resource guides. All CCR&R specialists, including blended staff, must have the ability to make an immediate referral to the designated community service help line.
- Provider Start Up. When a potential provider contacts your office, educate them about the resources available to them that would help them start up a program. This may include, but is not limited to: the DCF Child Care Training Information Center, their local licensing office, DCF web site, information on how to enhance the quality of services the provider provides, and other provider startup information.
- Emergency Situations. In the event of an emergency or natural disaster, the customer relies on the CCR&R specialist’s knowledge about the various community resources and emergency management procedures. Try to learn more about emergency guidelines and reports such as Keeping Children Safe . NACCRRA offers this and other aids that may help assist the customer in the event of an emergency or natural disaster.
- Online Referral. CCR&R service centers must develop a method for customers to request CCR&R referrals and/or information online by January 1, 2009. The web page may be added to the coalition or the contractor web site, and must capture the customer request information for the mandatory monthly report at the same time the customer makes the online request.
While we’ve covered some key components of quality service, you should carefully read the entire SLS to review everything required of you as a CCR&R specialist. Familiarity with the CCR&R Reference Guide can increase the quality of customer service you provide. This guide contains a wealth of information about child care for families and current or potential providers. Read through it and familiarize yourself with chapter contents and the location of covered topics.In addition, read through and familiarize yourself with the early learning materials that AWI-OEL produces and that your own coalition or contractor produces.
Remember, providing CCR&R services should always involve establishing a rapport with the customer, listening attentively to the customer, and being empathetic with the customer’s personal challenges. Even if you find yourself disagreeing with what the customer is saying, remaining calm and professional will bring the best resolution to the customer’s child care needs. Always remain unbiased in the different child care options you represent to the customer.
Remember that we appreciate your hard work and are grateful to you for choosing CCR&R as your career and for being an integral part of a state and national network of CCR&R agencies. We recognize your hard work and would like to take this time to say thank you for everything you do for CCR&R. Always keep in mind that we are here to serve you. Never hesitate to contact the AWI-Office of Early Learning toll free at 1-866-357-3239 should you have any questions or need assistance.
