HR: Break Time News
PUC has a rich healthcare assistance insurance plan that now has an extensive list of preventative items that are covered at 100 percent! Find out what items are covered. These items will be covered without you having to make a copayment or meet your deductible. This applies only when these services are delivered by a network provider (St. Helena Hospital or an Anthem Blue Cross provider). These preventive services are effective July 1, 2011 for PUC employees and May 1, 2011 for HME employees.
Customer Service Corner
It is often easy to forget that our campus is teeming with customers, from the new student asking those same questions that you’ve heard a hundred times, to your fellow teachers that come to your office to borrow a form, to the truck driver looking for the Dining Commons. While we endeavor to make each situation positive, there are often times when unseen tiredness, hunger, and confusion cause anger to bubble over. Below are some tips for making the most of every encounter to turn a difficult situation into a positive experience for everyone.
- LISTEN, listen, and then listen some more. Don’t jump in and try to help the person out by telling them where you THINK they want to go or what you THINK is the answer to their question before they finish asking it. Listen to their entire question and then respond.
- Always tell your visitor what you CAN do for them. Don't begin your conversation by telling them what you CAN'T do. We all respond more positively to upbeat words, tone and facial expression. Practice making everything sound optimistic; assure your visitor that you CAN help them. If you are on the phone smile! You can actually HEAR a smile.
- Allow irate visitors to vent. Do not interrupt them or start speaking until they finish having their say. They will not hear anything you say until their anger has calmed and their mind has become open to understanding what you have to say.
- Defuse anger by saying "I'm sorry” or "I apologize,” even if it’s not your fault! At the moment that your visitor stands before you, YOU ARE PUC! Let them know that you understand their challenges and that you are sorry that they are having this frustration, and that you want to help them fix it. Take ownership of the problem and see it through to the end.
- Ask your visitor’s name and USE IT! When your visitor hears their name it has a calming effect and helps them know that you are listening.