What is Customer Service
Focus on listening.
Validate Client.
Repeat.
Active Listening
Where you click to sign in and out
Record Timestamp
This is what rides booked from our Offsite Locations are called
Flexible Rides or Will Call Rides
Busy, Away, Break, Meal, Meeting, Training
Status
“No”, “I don’t know” “You should have” “please, calm down”
Things you don't say
The ability to understand and share feelings with a client
Empathy
Where you click to check past paychecks
Pay & Tax Statements
4800 Sandpoint Way
Seattle Children's
Never trust this button
Mute
The amount of Genuine Attempts At De-escalation before a sup call
3
Special words or expressions that are used by a particular profession or group
Jargon
Daily Double
Where you click to find your supervisors
Organizational Chart
Daily Double
1959 NE Pacific St
UW Montlake
ChatRoom for notifying staff about a Lost Client on one of our rides
Lost Client
The meaning of F.O.G.
Focus. Observe. Guide.
Anything Outside Of The Actual Words Being Said
Non-Verbal Communication
Where you click to change banks
Payment Options
These two entrances are where the Will Call desks may be accessed at Seattle Children's
Oceans 8 and Forest
Button to make a three-way call, or to use a language interpreter
Consult Transfer
A Power Phrase that can help you de-escalate a client
•"I’m sorry you are having this problem.” •“That would frustrate me too.” •“I realize how upsetting this must be.”
Sympathy for others accompanied by a strong desire to alleviate their suffering.
Compassion
3 places you click to request time off
Gear, Pop-Out, Request Time Off
This is the number of desks at UW Montlake
one
ChatRoom for notifying leadership about problems encountered by CSRs
CSC Leadership
This org. is an excellent resource for staff to help to deal with stress and heal from trauma.