Four Cs - Telephone Doctor



That’s Just Rude!

Workbook

Copyright MMV Telephone Doctor, Inc.

All Rights Reserved

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Improving the way your organization communicates with customers.

30 Hollenberg Court • St. Louis, MO 63044

PHONE 314.291.1012 • 800-882-9911 •

FAX 314.291.3710

Contents

Getting the Most From The Participant Workbook 3

Before and After Skills Inventory 4-5

Key Point #1: Business Effects of Rude Behavior 6

Key Point #2: Accidental Rudeness by Omission 7

Key Point #3: Accidental Rudeness by Commission 8

Key Point #4: Intentional Rudeness by Omission 9

Key Point #5: Intentional Rudeness by Commission 10

Rude Matrix 11

A Quiz on That’s Just Rude! 12

A Call To Action 13

Key Points 14-15

Before and After Skills Inventory Answers 16

Answers to Quiz Questions 17

Participant’s Notes 18-20

About Telephone Doctor® Customer Service Training

Telephone Doctor® is a St. Louis based customer service training company which offers products and techniques designed to improve the service skills of customer contact employees. This program is presented by Nancy Friedman, our founder and president. Through CD-ROMS, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor® has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings, and reduce employee turnover. For additional information, please visit .

And now some legal stuff…

We aim to be the nicest customer service training company in the world. :-) However, even the nicest company needs to diligently protect its intellectual property. Please respect the terms of our license and the copyright of our intellectual property.

This material is licensed solely for display by the licensed organization to its employees. It is illegal to loan, rent, or sell this material outside the licensed organization. It is illegal to display this material to train persons outside the licensed organization without a separate agreement for that purpose. Please contact 800.882.9911 or info@ to inquire about additional uses of our material.

Telephone Doctor® works to educate, detect, pursue and prosecute copyright violators using every civil and criminal remedy available. We offer a reward for information which leads to a recovery from individuals and/or organizations who pirate our content. Please contact 800.882.9911 or info@ to report an act of copyright piracy. Telephone Doctor, Inc. assumes no patent liability with respect to the use of the information contained herein. While every precaution has been taken in preparing this material, the publisher is not responsible for errors or omissions, or for any damage or injuries, resulting from use of the information contained herein.

Telephone Doctor is a registered trademark of Telephone Doctor, Inc.

Getting The Most From The Participant Workbook

In order to receive the maximum benefit of this Participant Workbook, a clear understanding of the value of training is necessary.

Why Training?

1. No matter what you call your customers (citizens, members, students, clients, taxpayers or #*&@!), when you think about it, they’re the ones who are providing your organization with its income.

2. Your interaction with a specific customer will likely be the basis for that customer’s entire

impression of the service your organization offers.

3. The single greatest way a company can distinguish itself from its competition is by the level of service it offers, and the higher level of service your organization offers, the more successful it will be. Successful firms are better able to compensate employees and increase the growth of their businesses.

4. Thus, it is vital to the success of your organization that you provide the most positive customer service communication with each and every customer.

What’s In It For You?

This Telephone Doctor® course will provide you with simple, yet effective, skills and techniques which, when used exactly as directed, will improve your customer contact situations. The benefits to you are:

1. Increased confidence from having the right tools.

2. Reduced stress by better handling challenging situations.

3. Increased job satisfaction from doing something well.

4. That great feeling you get inside from helping others.

5. Increased value to your employer.

Using The Participant Workbook With A Facilitator

1. If this Participant Workbook is part of an instructor-led classroom setting, the facilitator will instruct you as to what portions of the Participant Workbook will be used. Be sure to complete the exercises and participate fully. The more participation, the more rewarding the experience.

2. This Participant Workbook will help you learn and retain the important skills taught in this course. It is also valuable as a future reference source.

Using The Participant Workbook As A Self-Paced Study

1. The Participant Workbook is designed to help process the information found in the program “That’s Just Rude!” It serves as your guide and each Participant Workbook section is self-explanatory. Everything you need, besides a pen or pencil and the program, is included.

2. Before watching the program, complete the Quiz on That’s Just Rude! Retaking this Quiz after watching the program and completing the Participant Workbook will allow you to measure your own improvement.

3. Now it’s time to view the program. We suggest first watching the entire program. Then watch it again, this time in small bits.

4. As you watch, take notes on designated pages in the back of the Participant Workbook.

5. When you’re confident you understand the skills presented in the program, begin answering the Review Questions in this Participant Workbook. Don’t rush. Take time to relate each Key Point to yourself and your job.

The Before-and-After Skills Inventory

Before After

1. Not making eye contact and/or greeting a customer is: □ □

a. A sign of respect.

b. Normal behavior if you don’t personally know him/her.

c. Can be perceived as rude.

d. Doesn’t really make any difference in the grand scheme of things.

2. The likelihood of someone changing doctors because of the receptionist is: □ □

a. Unlikely

b. Happens more than people like to think.

c. Is an option every patient has.

d. Doesn’t matter because of insurance.

3. There is no excuse for not shaking someone’s hand when offered in friendship. (T or F) □ □

4. In business, rude behavior is: □ □

a. An unfortunate cost of doing business with humans.

b. Not that important as long as you get the sale.

c. The enemy of good customer service.

d. Exaggerated in most cases.

5. Rudeness is measured by: □ □

a. Whether or not you make someone cry.

b. Your tone of voice.

c. How promptly you respond to the customer.

d. The eyes of the offended party.

6. Accidental rudeness is: □ □

a. Impossible to define.

b. Usually the result of someone making a big deal out of nothing.

c. Considered the most innocent.

d. Is inevitable in dealing with diverse populations.

7. Rudeness is always measured in the eyes of the offended party. (T or F) □ □

8. Commission means your behavior was: □ □

a. Neglectful.

b. On purpose.

c. Not a big deal.

d. Punishable by immediate dismissal.

9. Not answering a voice mail or an email (especially when you don’t have the □□

answer the customer wants to hear) is:

a. Rudeness by omission.

b. A good strategy to avoid difficult conversations with customers.

c. Is a common practice in today’s busy business world.

d. Is not a big deal.

The Before-and-After Skills Inventory (continued)

10. When a customer perceives you’re wrong in how you treat him, you’ll □ □

probably never change his mind, so try to learn from it and move on. (T or F)

11. Why would someone be rude on purpose? □ □

a. Because it can be fun.

b. As a way of responding to anger or to get back at someone.

c. Sarcasm is an acceptable means of business conversation today.

d. Some people just don’t get it otherwise.

12. One-word responses are: □ □

a. Efficient in a busy world.

b. Giving back the minimum, the least possible information.

c. Better than being ignored.

d. Another example of accidental rudeness.

13. The customer may not always be right, but he always thinks he’s right and □ □

we need to deal with that perception. (T or F)

14. Omission means your behavior was: □ □

a. Neglectful.

b. On purpose.

c. Not a big deal.

d. Punishable by immediate dismissal.

15. Most people start their day by planning to be rude to customers during the day. (T or F) □ □

Key Point #1: Business Effect of Rude Behavior

1. Why is rude behavior the enemy of good customer service?

2. When a customer leaves a business or stops a transaction in process it’s like “sending dollars over to the competition.” List the consequences:

3. What are the consequences when rude behavior occurs between employees?

4. A. Other words for describing rude behavior are:

B. What do these phrases mean to you?

5. How is rudeness measured?

6. How is understanding how rudeness is perceived going to help us with our customers?

TELEPHONE DOCTOR® PRESCRIPTION

1. Rude behavior is the enemy of good customer service. It hurts both external and internal customers.

2. Rudeness is always measured in the eyes of the offended party.

3. Billions of dollars are sent to the competition each year by rude behavior.

4 Lost sales mean lost profits and lost profits mean lost jobs.

Key Point #2: Accidental Rudeness by Omission

Accidental Rudeness caused by something we didn’t do.

1. Why is this type of rudeness considered among the most innocent?

2. What is the key to this type of rudeness?

3. In your opinion, why was Joe “not responding to the invitation” considered rude?

4. When Joe was reminded about the invitation, how did he respond?

5. Why is even accidental rudeness considered serious?

6. Describe instances where you may have inadvertently been rude because of something you did not do?

TELEPHONE DOCTOR® PRESCRIPTION

1. Rudeness by omission is usually caused by something we didn’t do.

2. Of all types of rudeness, this is among the most innocent.

3. Even accidental rudeness can be serious.

4. People are social creatures and mistreating them, even accidentally, can have huge psychological effects.

Key Point #3: Accidental Rudeness by Commission

Accidental rudeness, but something we did do.

1. How is rudeness determined?

2. Why was the cell phone ringing at the funeral considered rude?

3. How could this have been prevented?

4. In our society, it is considered “rude” to not shake someone’s hand. Why was this scenario different?

5. What could Joe have done instead?

6. Describe instances where you may have accidentally been rude because of something you did do.

TELEPHONE DOCTOR® PRESCRIPTION

1. Accidental rudeness can easily be prevented.

2. It usually doesn’t take much effort to avoid accidental rudeness by commission.

3. Again, rudeness is always measured in the eyes of the offended party.

Key Point #4: Intentional Rudeness by Omission

Intentional rudeness caused by an action you didn’t take.

1. Why was Joe’s not responding to repeated voice mails considered rude?

2. When a customer perceives you’re wrong in how you treat him, it’s a perception you need to deal with. What do you need to do?

3. If Joe had truly been thinking of Carl, what would he have done?

4. Describe instances where you may have intentionally been rude because of something you did not do.

TELEPHONE DOCTOR® PRESCRIPTION:

1. Intentional rudeness can usually be prevented.

2. It may sometimes be unpleasant, but honesty is always the best policy.

3. Taking responsibility for your actions is rarely considered rude.

4. Remember, rudeness is always measured in the eyes of the offended party.

Key Point #5: Intentional Rudeness by Commission

Intentional rudeness caused by something purposefully done.

1. A. In the first scenario, what would make you think Joe was deliberately rude?

B. How could the situation have been handled more appropriately?

2. A. In her discussion of Joe’s call, Nancy poses the question, “Is the customer always right?” What do you think?

B. How does this affect the way you do your job?

3. What perceptions are created when someone responds with one-word answers?

4. Why is this considered “industrial strength rudeness?”

5. Describe instances where you may have intentionally been rude because of something you did.

6. How does creating awareness concerning the “gray fog of rudeness” help you?

TELEPHONE DOCTOR® PRESCRIPTION:

1. Intentional rudeness and/or sarcasm do not foster good customer service.

2. The perception of the customer is more important than whether he/she is literally right.

3. Avoid giving the minimum response, especially in dealing with customers.

4. Remember, rudeness is always measured in the eyes of the offended party.

5. Avoiding rude behavior improves customer service and interpersonal relationships.

RUDE MATRIX

A Quiz On That’s Just Rude!

1. According to Sam Walton, the founder of Wal-Mart, the only boss each organization answers to is the customer. He/she can fire everybody simply by spending his money elsewhere. (T or F)

2. Almost half of the people surveyed walked out of a business or otherwise stopped a purchase that was in progress because of rude customer service. (T or F)

3. Where are the billions of dollars lost from rude customer service sent?

a. To a children’s charity.

b. To further research and education on business practices.

c. To the competition.

d. Special designation is not given to these dollars.

4. Ignoring and not answering multiple voice mails or email messages is accidental rudeness.

(T or F).

5. If lost sales mean lost profits, what do lost profits mean?

a. Irritable managers.

b. Less vacation time.

c. No holiday bonus.

d. Ultimately, lost jobs.

6. Intentional rudeness is actions, which are purposeful. (T or F)

7. Rudeness is always measured in the eyes of the offended party. (T or F)

8. Some of the consequences of dealing with rude co-workers are:

a. Good employees quitting their jobs.

b. Missed workdays.

c. Negatively affected efficiency and productivity.

d. All of the above.

9. Accidental and inadvertent both describe something which has been given a great deal of thought and attention. (T or F).

10. A matrix is a way of helping people classify and clarify categories. (T or F)

A Call To Action!

It’s great to be reminded of what we know and to be able to learn more about the characteristics needed to provide exceptional service. In order to improve how service is provided to your customers, ACTION must be taken. Based on this program, list the steps you plan to implement to help you avoid the consequences of perceived rude behavior.

1.

2.

3.

4.

5.

It’s Fun To Be Good!

Key Points: That’s Just Rude!

1. Business Effect on Rude Behavior

♦ Rude behavior is the enemy of good customer service. It hurts both external and internal customers.

♦ Rudeness is always measured in the eyes of the offended party.

♦ Billions of dollars are sent to the competition each year by rude behavior.

♦ Lost sales means lost profits and lost profits means lost jobs.

2. Accidental Rudeness by Omission

♦ Rudeness by omission is usually caused by something we didn’t do.

♦ Of all types of rudeness, this is among the most innocent.

♦ Even accidental rudeness can be serious.

♦ People are social creatures and mistreating them, even accidentally, can have huge psychological effects.

3. Accidental Rudeness by Commission

♦ Accidental rudeness can easily be prevented.

♦ It usually doesn’t take much effort to avoid accidental rudeness by commission.

♦ Again, rudeness is always measured in the eyes of the offended party.

Key Points: That’s Just Rude! (continued)

4. Intentional Rudeness by Omission

♦ Intentional rudeness can usually be prevented.

♦ It may sometimes be unpleasant, but honesty is always the best policy.

♦ Taking responsibility for your actions is rarely considered rude.

♦ Remember, rudeness is always measured in the eye of the offended party.

5. Intentional Rudeness by Commission

♦ What is done deliberately and the damage that follows is difficult to undo.

♦ Avoid giving the minimum response, especially in dealing with customers.

♦ Remember, rudeness is always measured in the eye of the offended party.

♦ Avoiding rude behavior improves customer service and interpersonal relationships.

Before-and-After Skills Inventory Answers

Note: If you haven’t completed both the “Before and “After portions of the Before-And-After Skills Inventory, do not score your responses yet. Refer to page 4 for instructions.

ITEM CORRECT

NUMBER RESPONSE

1. C

2. C

3. F

4. C

5. D

6. C

7. T

8. B

9. A

10. F

11. B

12. B

13. T

14. A

15. F

Answers to Quiz Questions

ITEM CORRECT

NUMBER RESPONSE

1. T

2. T

3. C

4. F

5. D

6. T

7. T

8. D

9. F

10. T

Participant’s Notes:

Participant’s Notes:

Participant’s Notes:

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BY COMMISSION

BY OMISSION

ACCIDENTAL RUDENESS

BY COMMISSION

ACCIDENTAL RUDENESS

BY OMISSION

INTENTIONAL RUDENESS

BY COMMISSION

INTENTIONAL RUDENESS

BY OMISSION

Fill out the

Check-Up Report on pages 4 & 5

and see how well you did!

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