Show:
USDA PPQ- Goals and Inspections
Communication Skills
Government Customer Service
Dealing with Difficult Citizens
FISH!
100
Name one of the Agency's reasons for wanting customer service training.
Maintain a professional image of PPQ, Increase compliance with PPQ regulations, Decrease complains from our customers.
100
Name a positive communication technique
Acknowledge (listen empathically), Understand the Problem (listen to understand, not just reply), Work toward a positive outcome, Consider language difficulties
100
What is meant by external customer service and internal customer service?
Serving the public is called external customer service and helping fellow staff members is called internal customer service
100

When you realize you are in the presence of a difficult person, what is the first thing you want to do?

(Basic Technique #1)

Assess the situation to determine if it is potentially dangerous. If you feel there is possible danger, back away and get help.

100
Where is Pike's Place Fish Market?
Seattle, Washington
200

DOUBLE JEOPARDY!!!

What is USDA's Mission? (name at least a few words...)

To make USDA the most efficient, most effective, and most customer-focused department in the federal government
200
What can you do to understand the customers problem?
Listen carefully and attentively as they explain the issue.
200
What is the first principle of good customer service?
Give Basic Respect- Treat people with respect.
200

DOUBLE JEOPARDY!!!!

At first, if the person is upset and complaining loudly, what should your reaction be?

Do not interrupt them. Stay Calm. They are usually blowing off frustration, and if you do not interrupt them, it will help them to release some of their pent up anger.
200
Name one of the 4 FISH customer service practices

Choose your Attitude, Play, Be There, Make their Day


300
Who are PPQ's external customers?
The general public, passengers, shippers/growers, farmers, airlines, etc....
300
If you cant give the passenger what they want, what can you do instead to be helpful?
Let them know you understand the impact, Explain what they can do/bring the next time, Give them a handout (pre-flight inspection notice).
300
What is the second basic principle of customer service?
Create a positive atmosphere.
300
What should your attitude be that you want the person to see?
That you are open-minded and are listening to what they are upset about. The goal is to find true source of problem and show understanding.
300
Who controls your attitude?
You do!
400

Why is it important to end the inspection in a positive manner?


The mood of the PPQ employee and passenger at the end of the inspection is what will most likely be remembered.
400
How can you show a customer you are listening attentively to them?
Look them in the eye, nod in understanding, acknowledge what they said...
400
How can you maintain a positive atmosphere?
Be patient and calm with others, helpful with questions, offer options, be consistent 
400
Since standing too close to an angry person can be interpreted as threatening, if possible, how far away should you stand?
The recommendation is 6 to 8 feet depending on how angry the person is. If possible, see if you can get a table or other item between the two of you. 
400
How can you PLAY at work?
Make jokes (appropriate), Laugh, have Fun!
500
After confiscating a prohibited item from a passenger what should be done next?
Provide an explanation (should include the reason why their item is prohibited)
500
How can you say "no" in a positive way?
Consider your tone of voice, use the word "unfortunately", show appropriate facial expressions, show empathy, let them know what they can do the next time to get a "yes"
500
How can you minimize unnecessary frustration?
Be consistent (and not moody), Be responsive (and not insensitive), Be decisive (learn your job completely so you can interact with others competently), be willing to help and solve problems, be an informed public servant.
500

What is the last technique discussed in the video?

(Basic Technique #7)

Address the Issues Directly.
500
How can you BE THERE for co-workers?
Actually be there (be present), pay attention, help out, listen to show you care