Volunteer Customer Service Training

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Who are our Customers?

Our Teams!

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What is Customer Service?

Customer service is the act of taking care of the team’s needs by providing a professional, high quality, positive experience at each event.

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Characteristics of Good Customer Service: • • • • •

Patience Clear Communication Skills Ability to use “Positive Language” A Calming Presence Willingness to listen and learn

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Why is Customer Service Important?

• Teams are FIRST’s primary customers • It is the responsibility of FIRST and the Volunteers to create a great event for teams • Volunteers are an important role model for teams, by acting in accordance with the FIRST Volunteer Core Values 5

Core Values – 1. Integrity Commitment to act with integrity, accountability, and responsibility to the FIRST mission. Understand and share our mission, vision, values, and behavior Foster open and honest communication

Respect diverse ideas and opinions 6

Core Values - 2. Civility Strive for positive interactions with all individuals

Gracious Professionalism • foster respectful competition and act with integrity and sensitivity to all participants.

Recognize and value everyone’s contribution, no matter how small 7

Core Values - 3. Passion Being an enthusiastic, actionoriented group of volunteers, providing leadership in our communities

Work together in a spirit of collaboration

Demonstrate and encourage the passion for the FIRST mission 8

Core Values - 4. Fun Embody unrelenting optimism and incorporate fun

Support enjoyable moments for the teams and other volunteers

Don’t take ourselves too seriously… HAVE FUN!

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Code of Conduct

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Code of Conduct FIRST’s mission is to inspire a generation of science and technology leaders who are both gracious and professional. Our volunteers are key to achieving this goal; they are the ones engaging with our youth as Mentors, Coaches and Volunteers at events. The FIRST Volunteer Code of Conduct outlines some of the basic behaviors and boundaries our volunteers should adhere to while participating in FIRST activities. 11

Code of Conduct • Exhibit Gracious Professionalism® at all times. Gracious Professionalism is a way of doing things that encourages highquality work, emphasizes the value of others, and respects individuals and the community. With Gracious Professionalism, fierce competition and mutual gain are not separate notions. • Ensure the safety of participants and other volunteers. • Not engage in any form of bullying, harassment, use of profane or insulting language, or any actual or threatened violence. • Not use drugs, alcohol or tobacco products while performing volunteer duties; • Adhere to all FIRST Youth Protection Program (YPP) policies. • Report any unsafe behavior to event or local FIRST leadership.

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Volunteer Bill of Rights Volunteers are FIRST’s most valuable asset. Their selfless contributions of time and resources are instrumental in accomplishing our mission of inspiring the next generation of science, technology, engineering and mathematics leaders. At the foundation of the relationship between FIRST and our volunteers are their rights. All FIRST volunteers have a right to: 13

Volunteer Bill of Rights •

• • •

• • • •

Be treated with Gracious Professionalism™. Gracious Professionalism is a way of doing things that encourages high-quality work, emphasizes the value of others, and respects individuals and the community. With Gracious Professionalism, fierce competition and mutual gain are not separate notions. Feel valued. FIRST recognizes the significant contributions of time and resources volunteers make as they help us achieve our mission. Inclusion. All volunteers have the right to be treated with respect and dignity in inclusive environments. FIRST values diversity and opposes discrimination. Information regarding their role. FIRST will inform volunteers about what’s expected of them, when they are scheduled to serve, any changes to program or policy, and who to contact should they need assistance. Safety. FIRST strives to create safe environments for all volunteers and participants and will always factor safety into program planning. Fair treatment. All FIRST volunteers will be treated fairly and any performance issues will be handled using the FIRST Volunteer Behavior Intervention Recommendations. Request a different role if they feel their current assignment is not a good fit. End their volunteerism. FIRST appreciates and respects the fact that all of our volunteers are here by choice.

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Conflict Management

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Conflict Management

If you find yourself in a conflict with another volunteer, team member, mentor, or parent, please use the following steps to work through the situation:

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Steps to Conflict Management 1. 2.

3.

4. 5. 6. 7.

Calm or center yourself before reacting to the situation Remember the purpose of you being where you are – whatever that may be. It could be the teams, STEM initiatives, or maybe you just love giving back by volunteering Ask questions to better understand how others in the conflict see the situation Empathize with how the situation makes others feel Apologize for what has upset others Advocate for any resolution that you see Work on a solution to prevent the situation from recurring

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Remember… • All FIRST volunteers are an important part of the learning experience offered to FIRST students. • All FIRST volunteers should be proud of their contributions to the student and team experience and we hope this training has offered you the tools and resources to be great role models to FIRST teams. 18

Questions?? • For any additional information or assistance, please contact the Volunteer Resources Department at: [email protected] 603-666-3906

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THANK YOU!!!!

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