THE EXTRA STEP

[Music] an important statement about government was recently made it reads the task of government is to serve the public it has been my deep and continuous concern to to assure that each American receives from his government the fastest most efficient and courteous service the president of the United [Music] States this film is addressed to the people in government whose work involves them in serving the public face to face by letter and particularly by telephone to the people in government whose work involves them in serving the public particularly by telephone well with the narrator said that means us all right Mrs Doris Logan Miss Gail [Music] Swanson and me Ed Keller because we work in the government and use the telephone a good many times a day the way we serve the public is important to our agency and to the government and it's also important to us personally as individuals and that that isn't as obvious and why is this true let's look at an old question just what is the government is government the flags and The Monuments the beautiful column buildings no they're the symbols of government well is government the Constitution the Bill of Rights and the body of law under which our people live together no those are the tools of government or is government the officials the president and cabinet officers the legislators the Commissioners the governors and Mayors and policemen no they're the Serv of government the government our American kind of government is of the People by the People by that includes us the people who work in government and for the people all the people of this wonderful country for the people the citizens now what is government to them important complex true but in essence government to them is what they think of it the sum of their Impressions The Impressions they get from you and me as they deal with us these impressions are usually quite simple I think they're just fine people really fine people and most [Music] helpful Impressions Impressions Impressions unfair think back your own experiences has this ever happened to you this department store where I'd always been treated well of course it's easy to forget that and this time when I tried to return something I lost the sale slip but the label shows you I got it here but the label doesn't show you bought it here now look I've got my rules and regulations no Sal slip no exchange now what do you expect me to do cry about it and today all these years later when anyone mentions that store look out for yourself down there those stores are full of stupid clerks looking for a chance to give you a hard time in government as in business one little instant can start a whole chain of Impressions it was closing time but our controller was leaving town early the next morning and needed a set of adjustment forms to work on while he was away if we were to avoid a default see where you've got a problem um tell you what if you want to send somebody down for the flanks I'll stay around he gets here okay yes and I certainly appreciate it too so thank you very much I'll say not a pass along on that good impression to his secretary tell Harry to hurry over to the bman B office a man a Mr Case is going to keep the place open till we pick up the forms all right I'll take care of it right away and from the secretary to her friends what a break he didn't have to do it he just went out of his way to be helpful and that's only the beginning it's good that happened to the man who needed the help it's also good for the government in general and it's good for you and me you're wrong about government people Lon Helen was telling me just today how this nice man stayed late so her boss could you know Jack there sure are a lot of helpful guys in the government offices Grace was telling me last night about a fellow in one of the offices who went to some real inconvenience to help somebody out didn't have to do it he stay unfortunately all the chains of Impressions aren't that favorable by my gosh I left that poor man on hold when Francis called and I forgot all about him and he sounded so urgent hello hello sir oh my he's gone wonder what he's thinking every contact each one of us has with a citizen a customer makes an impression on that customer either bad or good there is seldom any in between to the people on our street in our church to the parents of our children's friends to them we are the government the fact is we government people are all members of one team a word worldwide team whose purpose is to serve the American public so we're entitled to feel pretty sore when some member of the team creates a a wrong impression I don't want my neighbor to think that I'm no good at my job just because he's been treated badly at some government office so what can we do about it well what kinds of people are there in government first there's the great majority of us the able intelligent men and women who know their jobs take pride in being competent professionals and who constantly go out of their way to give every individual the kind of patient and considerate service to which he is entitled no I'm sorry and which will start another chain of good Impressions then as in any organization there is another group remember that department store complaint clerk lady I keep telling you I've got my regulations no sales slip no exchange what do you expect me to do cry about it h by the way that reminds me Gail how are we doing with Doris well she's improving Mr Keller remember how she used to be that's not my department but we've been working on her and now it's not my department [Music] sir that's s Doris and here's where we can do something these are the government people who mean well and who would do better with their contacts with the public if they thought about it and knew how to act like a professional but sometimes they don't think about it so we can help them think about it and even if only by example show them how the most important thing to convince them of is that every contact a citizen has with government people is important whether it's face to face written communication or the telephone and these are increasing every day serving the public over the telephone carries some special problems often the telephone ring is just one more added pressure and of course the callers can't know how busy we may be I haven't been able to get out your permit missings Mr Kelsey but perhaps excuse me permit division is Jensen yes Mr kajil would you look in the upper right hand corner and tell me the file number would you excuse me just a moment I have a call on another line permit division Miss Jensen oh yes sir you'll find those complete records on file in um room 471 our building that's right you're welcome sir goodbye I'm sorry to have held you up Mr Kio do you have that file number Miss johnon please I need those listings lots of our calls come from people who know what they want and how to ask for for it but many will be from people who need our help but know very little about government people who are harder to serve this is inevitable with the medical assistance programs broadening Social Security and Veterans Benefits small business and farm loans new civil rights protections Economic Opportunity programs and so on so that when we start to go nuts we must realize that many of our new customers are well let's look at some of our customers some of the callers will be elderly not as quick or concise as they used to be would it be asking too much to ask you to tell me that again please sir perhaps ill or with impairments or handicaps just can't hear you I oh wait a minute I turn this up perhaps emotionally disturbed and we have to remind ourselves that feeling will often outweigh reason don't give me that your Crum just tell me where's the check where's the check very often inarticulate not too able to tell us what they mean well uh I'd like to U uh what I mean is uh you know what I mean uh sometimes from other countries not easy to understand I need a passport who I talk to uh hello and often not quick to understand procedures which are simple to us but very complicated and strange to them what do you mean endorser so who knows endorser just what do you want me to write on that paper but they're all customers are customers and they're entitled to the best possible service we can provide them and here's the real car of the problem to us this call is just one of many routine items in a busy day but to the person out there on the other end of the line it's big even the citizen calling with a professional question has thought about this call in advance prepared what he'll ask and to that little old lady in her neighborhood phone booth nervous and scared hoping to find some help for her need this is it she's read up about us asked her neighbors and the postman for advice she's even written out what she'll say to us made a special trip to puzzle over the directory listings and then it's taken her a while to muster up her courage to make the call remember just about everybody is a little concerned about dealing with the government because my husband when he died he had been working for 45 years and I heard from a friend so what are we going to say to her I'm sorry ma'am I wouldn't know about that try rasmo if only he could see her face but Dela has a sort of mental picture phone in the form of sympathy understanding she is a real professional and handles it this way I see Mrs klin you do have a problem well the only thing is it's not the kind of problem I'm able to handle myself but I'm sure I can find something out for you I tell you what if you give me your phone number or address I'll try to have the right person get in touch with you thank you very much you're welcome Mrs caslin it's been nice talking to you too goodbye well what impression of government people is Mrs caslin going to spread around to her neighbors her relatives the grocer anybody who will listen she was so nice to me I feel so relieved sure but more important one of us representing all of us in government has helped a citizen who needed it you know not everybody gets paid for doing what can give more deep satisfaction than anything in the world the satisfaction of being able to help people who need the help only we can give what's the secret of making the good Impressions that help all of a sudden the government team it's simply developing an inner attitude a way of feeling and then acting as we feel this attitude comes from an honest desire to be helpful to take that extra step that step we don't have to take but the one that really makes the difference on the telephone we can show this attitude in several ways first hermit division Miss Jansen yes Mr L make the caller sense that we'll be interested in his problem and do our best to listen Mr lri how long ago to dis accur then listen even on the slowest ones give them time to talk don't cut in until we really have to and then in a helpful sort of way I see well could you give me an approximate date uh was it in the fall perhaps help the caller with leading questions to form into words what he's got in mind even if the caller is critical or emotional or abusive remember it isn't you he's mad at I know Mr lri illness is always upsetting do you suppose that check date could have been as early as March or April around Easter time perhaps and be patient yes patient and sensitive seem relaxed and unhurried as we tried this question and that searching out what's the real problem and how we can help or locate the person who can help and make sure before we hang up that a mutual understanding has been reached that's the date all right I can go ahead with the papers now let's both think for a second is there anything else we need to ask we're all clear that's fine make sure that we know just what the caller needs and that he knows we know it and all along the Route we help the caller maintain his dignity oh you've made it very clear Mr LR and thank you for your patience goodbye so that when he hangs up the uncertainties is he started with are replaced by his self-respecting feeling of I handle that very well there are good bunch of people down there now let's look at some of the more common bad telephone habits you may have run across a few of them now then lunching at the desk well if you have to but bad practice number one letting a telephone ring and ring without answering at hours when people know the office is open tell me I mean he pulled this once too often and I told him straight out if he aren't you going to ask the phone it's lunch hour Jee what's not my mind all right bad practice number two talking to someone else after picking up the phone when the caller can probably hear time and go jump off the monument hello number three the flat greeting and who knows who you are from hello who I don't know if he's come back yet oh yeah his Hat's here maybe he's down in the cafeteria or somewhere and Jean please couldn't you say he's out of the office for a few minutes Madam if I don't know where he went how do I know when he'll be back why don't you call him again in an hour or so he might be back then you could take a message you know his assistant oh Benny's too busy to take any calls right now what do you want to talk to them about what is it you want to talk to them about Jean please why not if you'll tell me what you need perhaps I can help help you hold it Madam Madam please that isn't even our department why don't you try aspd I told you madam as PD as p d a s ah the good old alphabet soup transfer you I'll try but don't blame me if you get cut off oh operator will you take this call this lady doesn't know who she wants to talk to now actually the bad impression started on its way with Jean's first word in fact on the tone what's wrong with my tone hello apathy is what's wrong it says to the caller well go ahead if you must but nothing you're going to say can possibly interest me ah her boss let's see how she handles her outgoing calls yes Mr stalker okay five 55 3268 like I said if he thinks I'm going to stay around she hasn't kept that number in front of her and Mr stalker what was that number again thanks and you wanted to talk to Mr um yeah I remember maton is Mr Matson there all right Mason Mr stalker returning his call Stalker huh oh account section listen to this next and how many times has it happened to us hello Mr stalker thanks for returning my call tell you what I want to talk to you about this is Mr stalker's secretary I will get Mr stalker for you now that sound effect you hear is Mr Mason Please Mr Matson I'm calling him I'm calling him what's the matter with you stalker pick up the phone oh I remember having a girl in the office place a call is a big status symbol with some people funny thing the guys who really have status don't seem to need the symbol yeah who oh sure what can I do for you oh yeah now I remember I had the papers right here this morning why didn't he have the papers ready and his thoughts organized before he placed the call and will you look at where he's holding the transmitter yeah now Mr Massie huh and the man's right name oh that's right uh Mason well I'll tell you Mason ah here it comes the technog gab the organizational hash the inside jargon poor well it looks to us like you're in clear violation of 461a since you bypassed the business procedures and went ahead without checking with ostm or at least the task group over there now what we require what you've got to do is uh require insist got to how about we feel the best thing for you to do well anyway now to end the call with the necessary thorough Mutual understanding I tell you what you come down here and fill out a 3273 with a 526 Amendment to supplement the ongoing inter agency proceedings and we'll certify it with the 321a and run it up to subcommittee right right right by the way stalker with service like that how are your prospects for promotion and have you thought about how Mr Matson uh Massie uh Mason feels about [Music] this suppose however we put Mr stalker and Jean through a quick and painless personal training course this might be the result first Jean is ready for calls with her personal Communications Island and always ready grouping near her telephone of directories both community and departmental her personal list of frequently called numbers whatever data she frequently refers to in handling calls a list of common referrals and a reminder list of key questions which she has found helpful in digging the facts out of difficult callers Gan answers now on the first ring or two you'll notice Mrs wht's office Miss Fenner and with a nice upbeat tone of I want to help you in her greeting Mrs Witter is temporarily in another building may I take a message or would you like to call her right now oh the smart Mrs Whitter left word where she'd be and Jean will give all the details at once without the caller having to drag them out of her one by one fine she can be reached at 5 555 3744 ask for Mrs Witter from the account section and whoever answers we'll call her to the phone got that number all right you're welcome goodbye yes sir and now for Mr stalker who may also be doing us proud Jim you call back George Mason you know his number more and more important men are dialing their own outgoing calls saves them time and the work moves faster though sometimes there's good reason not to that's 555 3268 I doubt him myself but he's usually in a meeting he uses the few seconds wait to finish organizing his thoughts and papers for this call and look how he and Jean handled this next Mr Mason is coming on Mr stalker right Jean I've got him the caller stays ready to receive the call and this time Mason won't be embarrassed by saying hello old buddy to old buddy secretary hello Mr stalker thanks for returning my call sorry I couldn't get back to you sooner Mr Mason but the case is a bit complicated do you have a few minutes to talk about it right now there's that I want to be helpful tone and phrasing even though he's going to have to give Mason bad news well we've taken it Beyond Council right up to the chief himself to see what we can figure out for you but I'm afraid there's just no doubt you're in violation of one of the key regulations the reference number is 461a if you want to take that down for your accountant that's 461a and this time bless him no techn gab no inside jargon he has given his facts in the language of the caller now is this all clear Mr Mason I know it's complicated good and I'm glad you understand why we had to reach this conclusion we'll have the forms in the mail to you tonight before he hangs up stalker has made sure the caller has a clear understanding in and that it's mutual thank you Mr Mason goodbye Jean put a 3273 with a 526a amendment in the mail to Mr Mason so you'll have it in the morning inside jargon yes but okay with insiders and another chain of good Impressions has been started on its way and stalker is making himself a better candidate for a move up in grade now let's review some things we all know but to forget ready Gil ready the actual handling of the telephone instrument for one thing hold it not this way and not filtering our Voice through our fingers but by the Middle with a transmitter directly in front of the mouth and half an inch to an inch away speak clearly of course without twisting a head away from the transmitter and not too fast incidentally let's make sure we get the caller's name right even if we have to ask him to repeat it or spell it J Willoughby mlin if the caller wishes to leave a message we should take care to be complete get the caller's name of course his department or other identification phone number which we double check now that's 555 4476 fine the subject if needed and whether we're to call him or he'll call us and when fine thank you Mr mcin goodbye when calling out unless the number is an old familiar one we can avoid dialing errors and save time by keeping the number in sight while we dial and incidentally do you notice where the dial is paused always pulled a dial all the way to the stop otherwise we can think we've dialed an eight but get a short pull seven hello Mrs Min this is Mr Graham secretary returning your call now let's look at the problems of the second call often when we're talking on one call another call comes in on top of it here Gail excuses herself nicely and puts the line one call on hold will you excuse me just a moment Mrs me I have another call coming in notice Gail doesn't give any feeling of hurry to the caller audit section Mr Graham's office Miss Swanson speaking oh yes surely just a moment please well that case is on Mr bingham's docket I'll see if he's in this one sounds as though it might be a quickie so Gail uses the whole button and disposes of it before before going back to the first call may I speak to Mr Bingham please so now as often happens Gail now has her own two calls on hold in a possible third by someone at another desk if Gail didn't have her procedures well thought out she would now have the makings of a situation known as button button which line was my held call Gail show us what could happen are you the party who was talking oh I'm sorry there would go the line three call whoever it was on cut off are you Miss I'm sorry hello Mrs Min now she has cut off the line too call but as I said Gail was smart back when she answered her second call she had penell a little note to herself so hello Mrs meon I'm sorry I had to leave you I had another call thanks Gail all these bits of professional techniques help start those chains of government people are helpful good Impressions and there's a particular spot within the government where we can help each other Mr Pat Gorman is trying to make an important longdistance call but first all his office lines were busy and when one of them cleared all the FTS circuits were in use and you know what I think they're in use with sometimes all right Mr Gman there's an STS Line open now your secretary is darling hello Frank Pat yeah I'm sorry to hold you up I've been trying to get on FTS for an hour but you know how it is people get on the phone when the call isn't going against their budget and they gab along like a bunch of old ladies with their recipes and funny stories drive you nuts oh say Frank speaking of stories have you heard the new one about the two traveling salesman that are out right and so on and on gabbing like a bunch of old ladies while the rest of us Steam and stew because all the lines are tied up now let's reval a few essentials for one people who regularly work together on the phone as a boss and their secretary should work out a plan of just how calls and messages are to be handled such as with what identifying phrase will she answer the phone account section Mr stalker's office Miss vener and how will she announce callers Mr stalker it's Mr Levine about the Mason case good put him on how will he take over the she places for him Mr Mason is coming on Sir thanks I've got it hello Mr Mason I've just reviewed the case with our legal section and uh when he's out of the office what Gan I'll be with Bill Horton at SBA Mr Mason calls back give him Horton's number back around 11:30 yes sir when a call from a customer must be referred to somewhere else and we can't give the reference immediately and with certainty that it's right let's take the customer's name and number and go through the search and transfer routine ourselves instead of sticking the caller with it we're a lot better able to do it than the caller is and have the right person call you back there it is again the extra step the extra bit of help we don't have to give but we do it because we're all human beings that's what makes the difference between just doing the job and providing real service to the public after all this is the business business the government is in the service business helping people and there's no more important business than that and of course it's more economical too doing the job right in the first place means that someone won't have to do the same job again when that angry customer comes back in and I'll stay around to your man come for the papers yeah h no no trouble at all glad we're able to be helpful our efforts to be helpful to go that extra step will return to all of us in government in the form of dividends in better attitudes of the public toward government in public acceptance of us personally as competent Professionals in the increased regard our neighbors and Community Associates have for us and best of all in the Deep inner satisfaction of doing our good job well and in the opportunity and the privilege of helping people who want and need our help [Applause] all