{"id":10663,"date":"2012-08-15T09:04:13","date_gmt":"2012-08-15T15:04:13","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=10663"},"modified":"2013-07-24T22:12:08","modified_gmt":"2013-07-25T03:12:08","slug":"customer-service-tips-from-the-dmv","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/customer-service-tips-from-the-dmv\/10663\/","title":{"rendered":"Customer Service Tips from the DMV"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>A few weeks ago, I renewed my driver&#8217;s license and I documented my Queueing experience of <a title=\"waiting at the dmv\" href=\"https:\/\/staging.opexlearning.com\/resources\/dmv-test-waiting-line-at-department-of-motor-vehicles\/10632\/\">waiting in line at the DMV<\/a>. There was a sign, hidden behind a desk, that appeared to contain some tips on customer service and it drew my interest. I received wonderful customer service at the Tennessee Department of Motor Vehicles, so I was curious if that excellent service was driven from what was contained in that document. So, I asked the Tennessee DMV if I could have a copy of that document and if I could have their permission to publish it here. They said &#8220;Yes&#8221;.<\/p>\n<p>The document is divided into two sections:<\/p>\n<ol>\n<li>The first is a promise that the Tennessee DMV makes publicly to its customers.<\/li>\n<li>The second are internal tips that the Tennessee DMV employees are trained on.<\/li>\n<\/ol>\n<h2>Pledge to Customers<\/h2>\n<p>Below is the Tennessee Department of Motor Vehicle&#8217;s pledge to its customers:<\/p>\n<p>Our daily mission is to meet our customers&#8217; needs and exceed their expectations.<\/p>\n<blockquote><p><strong>The 5 P&#8217;s of Customer Service<\/strong><\/p>\n<ol>\n<li>You Are Our Top Priority. \u00a0Our Goal Is To Provide The Best Possible Service.<\/li>\n<li>We Are Here To Address Your Needs and Solve Your Problems.<\/li>\n<li>To See Your Problems From Your Perspective &amp; Point of View.<\/li>\n<li>Explain Our Systems and Procedures Under State &amp; Federal Law.<\/li>\n<li>If You Are Unsatisfied With Your Service, Our Manager Will Be Happy to Assist You.<\/li>\n<\/ol>\n<\/blockquote>\n<p>The next section are internal to the Tennessee DMV &#8211; material that is used to train employees in how they service customers. After I present their 8 Tips of Customer Service, I want to add a few comments.<\/p>\n<blockquote><p><strong>8 TIPS OF\u00a0C.U.S.T.O.M.E.R.\u009d SERVICE<\/strong><\/p>\n<ol>\n<li><strong>C<\/strong><strong>USTOMER FIRST:\u00a0<\/strong>Always tell your customer <strong>what you CAN do for them<\/strong>. Don&#8217;t begin your conversation by telling them what you CAN&#8217;T do.\u00a0 This is a golden opportunity of Service and the power of Yes We Can\u009d because they are the top priority.\u00a0 It starts by greeting with a smile.<\/li>\n<li><strong>U<\/strong><strong>NLEASH ANGER<\/strong>:\u00a0<strong>Allow irate customers to vent<\/strong>. Do not interrupt them or start to speak until they have finished having their say. Just because they are raising their voice\u00a0doesn&#8217;t\u00a0mean you should raise yours.<\/li>\n<li><strong>S<\/strong><strong>AY APOLOGY:\u00a0<\/strong>Diffuse anger by saying<strong> &#8220;I apologize.&#8221;\u00a0 <\/strong>It helps to smooth ruffled feathers.\u00a0 The customer may not be right, but the customer should win, so value complaints.\u00a0 If an error has been made, make it right without making excuses.<\/li>\n<li><strong>T<\/strong><strong>OM &amp; TAMMY:\u00a0<\/strong><strong>Use your customer&#8217;s name<\/strong> at different points. Make them feel important.\u00a0\u00a0 Mr. &amp; Mrs. is preferred.<\/li>\n<li><strong>O<\/strong><strong>PTIMIZE:\u00a0<\/strong>Make certain that your <strong>&#8220;solution&#8221; to the customer&#8217;s problem <\/strong>is acceptable to them. Get their approval and agreement.\u00a0 Fix it or explain why you can&#8217;t.\u00a0 But remember, many customers&#8217; needs are emotional rather than logical.<\/li>\n<li><strong>M<\/strong><strong>ANNERS:\u00a0<\/strong><strong>Always conclude with a &#8220;Thank you&#8221;<\/strong> or a verbal message of appreciation for their business or for calling the Department.<\/li>\n<li><strong>EARS:\u00a0<\/strong><strong>Listen attentively!<\/strong> There is nothing worse than asking an irate or troubled customer to REPEAT what they have just said.\u00a0 Paraphrase what they&#8217;ve said. Identify needs, ask questions, don&#8217;t assume.\u00a0 And don&#8217;t promise the impossible.<\/li>\n<li><strong>R<\/strong><strong>EMEMBER.\u00a0<\/strong><strong>Remember to ask if there is anything else that you can do for your customer.<\/strong> Taking the time to ask the question often results in increased business and a more committed customer.\u00a0 If you give more than expected, the customer may not leave perfectly satisfied but perhaps they&#8217;ll leave happy.<\/li>\n<\/ol>\n<\/blockquote>\n<h2>My Comments on Customer Service<\/h2>\n<p>First off, thanks to the Tennessee Department of Motor Vehicles for sharing and giving me permission to publish their Customer Service Material.<\/p>\n<p>Here are a few lessons from the DMV customer service tips that other organizations could learn from:<\/p>\n<ul>\n<li>We know that when the risk is high, people have more anxiety. This is a lesson we learn from the Psychology of Queueing.<\/li>\n<li>Knowing this, it is wise to that items #1 and #2 address this fact &#8211; focus on what can be done for the customer (this reassures the customer and reduces anxiety) and also to allow the customer to safely release their anger. The advice and reminder that just because the customer raises his\/her voice doesn&#8217;t mean we need to raise our voice is also very, very wise. Simple advice &#8211; but very effective.<\/li>\n<li>Tip #4 &#8211; language &#8211; the words we say and how we say it &#8211; makes a very big difference in diffusing hot situations. Saying the word &#8220;I apologize&#8221; is simple but very, very effective.<\/li>\n<li>Tip #5 is, again, very simple, but often forgotten. Make sure the solution fits the problem.<\/li>\n<\/ul>\n<p>So, thank you to the Tennessee Department of Motor Vehicles for sharing their Customer Service document with me. I received wonderful service and, what is apparent, is that their customer service declaration and pledge is working because its showing in how their employees are servicing the customer.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-10665 aligncenter\" title=\"pledge-to-customers-dmv\" alt=\"customer pledge for customer service\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/pledge-to-customers-dmv.jpg\" width=\"562\" height=\"558\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/pledge-to-customers-dmv.jpg 562w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/pledge-to-customers-dmv-100x100.jpg 100w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/pledge-to-customers-dmv-150x150.jpg 150w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/pledge-to-customers-dmv-300x297.jpg 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/pledge-to-customers-dmv-50x50.jpg 50w\" sizes=\"(max-width: 562px) 100vw, 562px\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-10666 aligncenter\" title=\"customer-service-tips-promise\" alt=\"our promise to our customers for service\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/customer-service-tips-promise.jpg\" width=\"531\" height=\"613\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/customer-service-tips-promise.jpg 531w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/customer-service-tips-promise-259x300.jpg 259w\" sizes=\"(max-width: 531px) 100vw, 531px\" \/><\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>A few weeks ago, I renewed my driver&#8217;s license and I documented my Queueing experience of waiting in line at the DMV. There was a sign, hidden behind a desk, that appeared to contain some tips on customer service and it drew my interest. I received wonderful customer service at the Tennessee Department of Motor [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":10664,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[138],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What the DMV Can Teach Us About Customer Service<\/title>\n<meta name=\"description\" content=\"What can we learn from the dmv? A lot - for they provide wonderful customer service. 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