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Revised August 2019 XII. Administrative Procedures – Customer Service, Telephone Standards

PROCEDURE 12.005 Implementing Office: Community Health Administration (CHA) Revised August 2019

Approved by:

_______________________ LaQuandra S. Nesbitt MD, MPH; Agency Director Review by Legal Counsel:

____________________ Phillip Husband, Esq.; General Counsel Effective Date: 01/01/2016

I. Authority DC WIC State Agency II. Reason for the Policy DC WIC Local Agency staff shall treat all persons with respect during customer service, including those calling WIC clinics via telephone. III. Applicability DC WIC Local Agency Staff IV. Policy Statement The following must be implemented concerning customer service: 1. Develop objectives to ensure compliance with telephone standards 2. Submit objectives with the Local Agency Work Plan 3. Provide training to develop competencies in customer service skills 4. Monitor employee customer service skills 5. Provide corrective actions to address deficiencies in customer service skills V. Definitions a. Main Service Number - are the entry points into the Local Agency’s WIC clinics. This service number shall be staffed at all times during business hours, or may provide an automated system whereby customers can receive information, leave a message, or speak with a person. b. Desk Numbers - are telephone numbers for local agency employees. All employees shall answer calls professionally and courteously. Desk voicemail shall

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Revised August 2019 also reflect the same professionalism that would be provided during a direct conversation with a customer. VI. Procedures 1. Customer Service Voicemail Standard (CSVS) All voice mailboxes shall be set-up with the customer service voicemail standard and ready to accept voice messages. Each voice mailbox shall never be full and unable to accept new messages. The automated greeting option available through the standard voice messaging system does not comply with the standard. a. Main Service Greetings - This greeting shall convey the following information: I. Name of WIC clinic II. Hours of operation III. What number to dial for immediate assistance IV. Options for caller (e.g., website address, fax number) V. When calls will be returned b. Desk Telephone Standard Greetings - Every telephone equipped with voice mail shall have a standard outgoing greeting that is professional, concise, and conveys relevant and useful information to the caller. Each desk phone shall have the following information included within the greeting: I. Name of employee II. Title of employee III. Clinic name IV. What number to dial for immediate assistance V. When calls will be returned c. Extended Absence Greeting - Every employee who will be out of the office for more than two business days (annual/sick leave, training, and jury duty) shall record an extended absence greeting. In addition to the standards, this greeting shall outline the expected date of return, or that all calls shall be forwarded to an employee in the office. d. Closed Greeting – When the WIC clinic is closed, a greeting must be recorded on the main service telephone. The greeting shall convey the following information: I. Name of WIC clinic II. Reason for closure III. Date(s) of closure IV. Date and time when clinic will be re-opened

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Revised August 2019 V. When calls will be returned 2. Receiving and Returning Telephone Calls a. Salutation - Staff name and agency, and solicit information (e.g., "Thank you for calling agency X. This is Mary Ann. How may I help you?"). At the end of the conversation, thank the person for calling. b. Receiving Telephone Calls – WIC staff shall receive all incoming calls during business hours. Each call shall be handled at the first point of contact or prioritized based on the greatest need during busy periods. c. Returning Telephone Calls - Calls made to all numbers at every level (main service or desk number) shall be returned within one (1) business day of receipt. 3. Receiving a Transferred or Three-Way Conference Calls a. All WIC local agency staff shall take transferred and three-way conference calls from the State Agency to resolve participant concerns or complaints. Local agencies shall also accept all transferred calls from other organizations. b. WIC staff shall minimize the number of times a caller is transferred to resolve an issue by taking the message and distributing it to the appropriate staff person for resolution. The goal is one transfer per customer and the transfer shall be to another person, not voicemail. 4. Basic Knowledge All WIC staff shall be knowledgeable of WIC benefits and services. 5. Telephone Etiquette In addition to the requirements for salutation, call transfer and basic knowledge, each telephone call shall be handled with the highest level of customer service by all WIC staff:

I. Answer calls within 3 rings II. Direct the conversation to obtain the essential information quickly III. Give customers options (i.e., hold, call back, leave a message, try another number) IV. Ask to put the caller on hold and wait for the response V. Check back with customer frequently when placed on hold VI. Use judgment by handling callers as you would want your call to be handled VII. Provide options for resolution VIII. Facilitate IX. Speak as you would like to be spoken to

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Revised August 2019 6. Courtesy Local Agency staff shall be treat all callers with the highest level of customer service:

I. No speakerphones unless the customer agrees II. No food or gum while talking with customer III. No secondary conversations while caller is on the phone IV. No loud music in the background V. Convey empathy, professional courtesy, and a pleasant attitude VI. Provide reference information when transferring calls VII. Treat callers as you would want to be treated VIII. No rudeness IX. Do not become confrontational

VII. Appendix N/A VIII. Reference N/A