Ensure we are providing substantial customer service:

1. Greet the customer as they make their way to the computers and ask if they are needing any help with what they are working on.

2. Be sure to have clear communication and fully listen to the customer before giving them a reply

   • Try to talk quietly when talking to a customer about their personal information to provide privacy and confidentiality

3. Try the best you can to help them resolve any issue they may be having, if you are unsure of how to help NEVER say “I don’t know” instead go find someone else to help.

4. ALWAYS ensure you are being respectful, compassionate and empowering, you may never know what someone is going through. give everyone the same patience and grace as you would want to receive.

5. If you find yourself with a difficult customer and are unable to calm them down or help find a soultion, please seek your supervisor for help. Apologize to the customer and let them know that you will go get your supervisor to give better assistance. NEVER argue back with a customer or use profanity.

Take a tour of the resource room, look through papers and binders. Familiarize yourself with where all equipment and tools are located. The recourse room consist of computers and printers as wells as information such as job hiring flyers, resource flyers, training flyers and upcoming events, also forms to help customers with unemployment claims.

Understanding the resource room and our services will help you to better direct customers with questions about resumes, career coaching, and training programs.

Customers who are coming in for job search assistance will be directed by the front desk to meet with a career/ job coach. Customer will need their state id or driver’s license for us to make a copy of and to fill out the job search questionnaire in order to see a job coach. Once you make a copy of their ID and receive their questionnaire back you will then take that over to the job coach so they can view it before calling the customer over.

We will also have customers in who would like to use our computers to search for jobs. Those customers sometimes need assistance with things such as :

• Setting up an email

• Getting to the correct website to find jobs that are hiring (nkcareercenter.org , Linkedin, Indeed)

• Needing to make or create a resume (If they are needing this done, they can try on their own or you can refer them to Marie Mahan)

  • If referring them to Marie, you will have them fill out the resume form if they do not already have one and give them her business card in order for them to contact her to set up an appointment or you could also take down their name, number and email and give to Marie for her to contact them.

What we can help with:

• Navigating them to the kcc.ky.gov portal to be able to sign into their unemployment claim

• How to file a new claim or request payments

• Provide forms to help them better understand unemployment

• Answer basic questions if you know for a fact the correct answer

What we can’t help with:

• Making changes to claims

• Tell them how to answer their claim questions

• Access private claim information

• Give them advice on claims

  • Refer all customers with extensive issues beyond needing to file or request a payment to an unemployment specialist