FUN IS GOODFUN IS GOODDiscover Your PassionBring a Positive AttitudeShow People You Care/Customer Service

•SHOW PEOPLE YOU CARE•Just be nice.•We’re all in this together.•Find ways to help and surprise people with kindness.

FUN IS GOODFUN IS GOOD

Fun Is Good, is aboutShowing Others You Care

Treating people the way you wantto be treated and simply, being nice!

Most of us spend 40 hours a week with coworkers. If we build strong relationships and personal connections, it creates harmony and makes coming to work more rewarding.

Customer ServiceCustomer ServiceOur Customers have a right to:

◦Be treated with courtesy and respect◦Ask Questions◦Timely Service◦Receive Service from a

knowledgeable, competent and cooperative staff.

◦http://d5sharepoint.dot.state.fl.us/sites/opsadm/default.aspx

Customer ServiceCustomer Servicehttp://www.dot.state.fl.us/construction/

DistrictOffices/d5web/training.shtmCommunication Cornerstones: Building

TrustCustomer Service – The Royal TreatmentCustomer Service – Telephone CourtesyCustomer Service – But I don’t have

CustomersFinding the Up in Upheaval

Effectively administer the District 5 Effectively administer the District 5 Construction Program based the values of Construction Program based the values of teamwork, responsibility and teamwork, responsibility and adaptability to deliver a safe and adaptability to deliver a safe and environmentally sound environmentally sound transportation system to our transportation system to our customerscustomers..

•Traveling Public •Businesses / Residences •Communities •Local / Public / FHWA Agencies •Contractors •Consultants •Maintenance

•Utilities •Design / Project Management •Traffic Operations •Professional Services •Resident Construction Offices •District Construction Office •Central Office - Tallahassee

District 5 Construction Customers

Customer ServiceCustomer ServiceTypes of Communication

◦Telephone Answer within 3 rings Be friendly and polite Pay attention to your tone Always identify yourself and the office or

department (Department of Transportation Lorie Speaking)

Customer ServiceCustomer ServiceTypes of Communication

◦Voicemail Avoid if possible Make sure your greeting is friendly Make sure your greeting is updated Check your voice mails frequently Return calls promptly

Customer ServiceCustomer ServiceTypes of Communication

◦Face to Face Voice tone Volume Speed Body Language

http://d5web.d5.dot.state.fl.us/

Customer ServiceCustomer ServiceTypes of Communication

◦E-mail Use Plain Language Clear Title or Subject Line Limit the number of people you cc AVOID USING CAPS DO NOT Reply to all unless everyone needs

the answer you are sending Always spell check and proof read your e-

mails And always remember everything you send

is public information

Customer Service Customer Service AttributesAttributes