#6Six Cardinal Rules of Customer Service LG



10191753895725Six Cardinal Rules of Customer ServiceLeader’s Guide00Six Cardinal Rules of Customer ServiceLeader’s Guide-9239251905000-323850890587530 Hollenberg Court ? St. Louis, MO 63044PHONE: 314.291.1012 ? 800-882-9911 FAX: 314.291.3710 400002000030 Hollenberg Court ? St. Louis, MO 63044PHONE: 314.291.1012 ? 800-882-9911 FAX: 314.291.3710 1466850448627400CONTENTSThe Goal of the Course and Course Objectives3Training Outline: Six Cardinal Rules of Customer Service4Before You Begin: Tips for Trainers5Pre-Program Quiz ~ Six Cardinal Rules of Customer Service 8Discussion Questions & Skill Practice – Key Point #1: People Before Busy Work10Discussion Questions & Skill Practice – Key Point #2: Don’t Rush Your Caller12Discussion Questions & Skill Practice – Key Point #3: Be Friendly Before You Know Who It Is14Discussion Questions & Skill Practice – Key Point #4: Don’t Be Too Busy to Be Nice16Discussion Questions & Skill Practice – Key Point #5: Don’t Use Military Language on Civilians18Discussion Questions & Skill Practice – Key Point #6: Be Personally Accountable: Don’t Pass the Buck20Post-Program Quiz ~ Six Cardinal Rules of Customer Service 22Before They Go24A Call to Action25Closing Words26Key Points27About Telephone Doctor, Inc. Customer Service TrainingTelephone Doctor, Inc. is a St. Louis based customer service training company that 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 DVDs, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor, Inc. 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.The Goal of the Course: Six Cardinal Rules of Customer ServicePerception IS reality. The goal of this program is to: bring awareness of how six common customer service blunders dramatically impact the customer’s perception of how they are being treated.Objectives:In support of this goal, participants who have successfully completed this course will have demonstrated, through written, verbal, and/or Skill Practice exercises, the ability to:identify six common errors made by service providerslist at least one effective strategy or technique for avoiding each of those errors; andidentify how to set the stage for positive interactions.The long-term value of this program creates a need to utilize the content in a variety of different uses. The following outline is based on a more traditional approach of showing the program in its entirety, then participating in discussions.Additional uses include:● One Key Point at a time during a staff meeting● Use a single segment as a buy-in activity● Individual Key Points can be used to add another dimension to other training programsTraining Outline: Six Cardinal Rules of Customer Service I.Introduction to the Topic (See “The Goal of the Course” on page 3)(3 min.)A.State the goal of the course in your opening commentsB.Include the class objectives II.Getting Acquainted (see “Before You Begin: Tips for Trainers” on pages 5-7)(15 min.)A.Introduction of trainerB.Use an icebreaker activity or buy-in activityC.Administer the Pre-Program Quiz (pages 8-9)III.View Program: Six Cardinal Rules of Customer Service(12 min.)IV.Application of Key Points(45 min.)For each Key Point: ? Ask the class discussion questions provided in the Leader’s Guide? Have participants complete the accompanying Participant Workbook pages? Optional: Use corresponding Skill PracticesV.Wrap Up (see “Before They Go” on (page 24)(15 min)Select method of reviewUse a commitment activityAsk participants to complete evaluationNOTE: The normal total length of this class is approximately 90 minutes using the Key Point discussion questions only. For each Skill Practice activity included in the session, increase the total length of the class by approximately 10 minutes. For example, if using Skill Practices #1, 3 & 5, the total length of the class is approximately 2 hours. Depending on the time available and with some imagination, the training can be as short as only watching the program or extended to a full day session.Before You Begin: Tips for TrainersTo help participants receive the maximum benefits from this course, here are some tips for success:Assemble Learning Resources■Locate DVD program Six Cardinal Rules of Customer Service.■Using the PowerPoint Presentation and Participant Workbook for attendees will greatly enhance the training. (To customize your training materials, your organization logo may be inserted in the PowerPoint and Workbook.)■You’ll need:A flip chart, or white board and markers.Media equipment: TV with DVD player or computer with DVD capability.Create a Comfortable Learning Atmosphere■Choose a comfortable, well-lit room with no distractions.■Arrange straight tables in a U-shaped set-up or use round tables. Either way, it is important that each participant be able to make eye contact with other participants.■Use name tents or name tags for participants.■Encourage note taking by using the Participant Workbooks or supply pencil and paper. ■Introduce yourself. Give the participants a brief sketch of your background, your experience and how you relate to the training subject. The more comfortable the participants are with you, the more effective you will be in facilitating their learning.■Allow the participants to get comfortable with each other. Use self-introductions or icebreaking exercises to get the group relaxed. 1.The participants can use your introduction as a model, which will help them overcome any natural reluctance to talk about themselves.2.Divide the class into groups of two. Give each pair of participants a few minutes to interview each other. Each one in turn introduces his or her partner to the group. This will speed the process of getting the participants to function as a group.3.Multiple sources for icebreaker exercises exist. Bring your own or visit your favorite bookstore or local library for ideas.■Schedule breaks as needed.Before You Begin: Tips for Trainers (Cont.) ■Acquaint the participants with “housekeeping” items. Advise the participants regarding the important features of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.).■Establish clear goals. The specific learning objectives for this class are included in the Leader’s Guide (page 3). Keep in mind that the clearer the participants’ understanding of their objectives, the more likely it is that they will achieve those objectives. Involve the Participants■The corresponding Participant Workbook provides a Pre-Program Quiz. This activity has a dual purpose. Use it as a pre-test or buy-in activity which sets the stage for immediate involvement. Reviewing the answers at the end of the training session is very effective to reinforce the new skills and techniques learned in this session. ■Choose the segments of the program that best meet your needs. Decide the viewing method that works best (start/stop, all inclusive, minus the review segment, etc.). ■When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions.1.Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page.2.Prior to class, instructor selects most pertinent questions to be completed during class.3.Assign homework to participants to complete remaining questions.■Verify participant understanding by asking questions. They should do most of the work. Resist the urge to take over. Facilitate, but don’t dominate. Ask questions, coax answers, encourage give and take.■Encourage involvement of the participants by beginning questions with phrases such as:“What did you think about that?”“Tell me what you just saw.”“How do you relate to that vignette?” “That was interesting; what was your take on it?”“What were your initial impressions?”“How did that scene make you feel?”Before You Begin: Tips for Trainers (Cont.)Involve the Participants (Cont.)■Reduce participants’ apprehension by positively reinforcing their comments with statements such as:“That’s interesting; tell me more about what you mean.”“I hadn’t considered that angle yet.”“Good point.”“Okay, thanks for sharing that with us.”“That’ll be one of the things we need to consider.”“I really like your insight.”“That’s sure a unique perspective. Who else has some ideas?”■Reward participants for their enthusiastic participation. Prizes are always coveted.NOTE:Telephone Doctor encourages you to create your own Skill Practices for each Key Point to simulate issues specific to your organization.Pre-Program Quiz ~ Six Cardinal Rules of Customer ServiceBefore watching the program Six Cardinal Rules of Customer Service, have the participants answer the questions below to the best of their ability. Review the answers as a group at the end of the training session.1.Putting people ahead of busy workcan get us way behind on the job.shows a lack of organization.is a must for good customer service.2.If a customer needs help while you’re doing busy work, you shouldstop and give the customer your full attention.ask the customer politely to wait until you’ve finished.avoid wasting time by asking the customer to contact you at another time.3.Handling a call as quickly as possible, even if you miss some information, is always better than taking too long to get the job done.A. TrueB. False4.Which of the following is not a good technique to use with customers who are slow in getting to the point?Find something to occupy yourself until they are finished talking.Let the customers know you are interested in what they are saying.Carefully redirect the customers back to the original purpose of the call.5.Customers generally mirror the way they’re treated.A. TrueB. False6.Short, one-word answersare usually thought of as rude.show you value the customer’s time.are more efficient than long, detailed answers.Pre-Program Quiz ~ Six Cardinal Rules of Customer Service (cont.)7.A sense of humor can be detrimental on a business call, since it shows you don’t take your work seriously.A. TrueB. False8.If you use technical terms and jargon when talking with customers, theywill certainly respect you.will seldom challenge you.might not understand and get confused.9.It’s okay to let the customer know it’s not your department and someone else is responsible for the mistake. A. TrueB. False10.Good manners are always a nice touch, but don’t have any real business value.TrueFalseDiscussion Questions – Key Point #1: People Before Busy Work: Featuring Bob Sdrawkcab1.Why is there a tendency to finish a busy work task before talking with a customer or other visitor??Busy work tasks tend to occupy our full attention.?We like to finish one thing before we start another.?It’s inconvenient to risk losing our place in a task and then have to start over.Collect and discuss additional responses the participants may provide.2.If you take time to complete busy work or another task before serving a customer, what unspoken message(s) do you send??They’re less important than this busy work.?They’re interrupting my real work.?I’m in control here, and I’ll decide when I help you.3.Why is putting busy work before people a backward approach to good customer service??The busy work we’re doing is the direct result of the business our customers bring us. If there were no customers, there would be no busy work.?Customers are not an interruption of our work, they’re the reason for it.4.Have you ever taken a “back seat” to someone else’s busy work? How did it make you feel??Collect participant responses based on their experiences. During the discussion, point out that their responses are negative (e.g., angry, frustrated, insulted, unimportant, ignored, etc.)5.How are people likely to respond if they’re treated this way??They might become angry or hostile.?They might take their business elsewhere.6.What are some ways you can help your organization put people before busy work??Develop the habit of putting people before busy work every time.?Set good examples for your coworkers.TELEPHONE DOCTOR? PRESCRIPTION:1.Give the customer your complete attention.2.Remember – the customer always comes before busy workor any other task.Skill Practice – Key Point #1: People Before Busy Work: Featuring Bob SdrawkcabFacilitator Note: Please make sure everyone gets a chance to participate. There are no right or wrong answers in brainstorming, so encourage the participants to share whatever comes to mind, and spelling doesn’t count! In this group exercise, start a discussion based on the importance of making a great first impression.We get only one chance to make a first impression! Maybe four to six seconds on the telephone, and face-to-face meetings take about thirty seconds to form an impression–positive or negative. In these brief seconds, people form opinions about us based on our voices, mannerisms, appearance, body language and demeanor. Ask for three volunteers to write down the brainstorming topics on a flipchart or board.Step 1: Office Distractions – list a few distractions that interfere with helping customers. 7620003771900Step 1 - Office DistractionsResponse examples:1- Working on computer2- Talking on cell phone3- Eating at desk4- Multitasking 5- Filing or sorting6- Texting7- Visiting coworkers00Step 1 - Office DistractionsResponse examples:1- Working on computer2- Talking on cell phone3- Eating at desk4- Multitasking 5- Filing or sorting6- Texting7- Visiting coworkersStep 2: Customers’ Impression – list the first impressions that customers might have of our business and staff pertaining to Step 1’s distractions.76200077470Step 2 - Customers’ ImpressionResponse examples:1- I’m invisible to you!2- Huh, personal issues.3- Breaks aren’t allowed?4- Yes, another issue…5- Am I interrupting you?6- How rude!7- Does anyone really work around here?00Step 2 - Customers’ ImpressionResponse examples:1- I’m invisible to you!2- Huh, personal issues.3- Breaks aren’t allowed?4- Yes, another issue…5- Am I interrupting you?6- How rude!7- Does anyone really work around here?Step 3: Based on the lists, what will we now say or do to make a better impression?786765-43815Step 3 - Will Now Say or DoResponse examples: 1- “Welcome, I’m Sue & you are?”2- Break time is for cell use.3- I’m hungry; I’ll wait for lunch.4- “I’m Brian, let me help you.”5- Look up & smile. 6- Never text during work hours.7-“I’m Sue & this is Brian, how can we assist you today?”00Step 3 - Will Now Say or DoResponse examples: 1- “Welcome, I’m Sue & you are?”2- Break time is for cell use.3- I’m hungry; I’ll wait for lunch.4- “I’m Brian, let me help you.”5- Look up & smile. 6- Never text during work hours.7-“I’m Sue & this is Brian, how can we assist you today?”1524006664960REMEMBER: The customer always comes before paperwork.00REMEMBER: The customer always comes before paperwork.2286003475355REMEMBER: The customer always comes before the paperwork or any other task.00REMEMBER: The customer always comes before the paperwork or any other task.Discussion Questions – Key Point #2: Don’t Rush Your Caller: Featuring Martha Rush1.Think of a recent phone conversation you’ve had in which you felt the other party was trying to hurry you along. How did you feel? How did you deal with the other person??As you collect and discuss participant responses, emphasize how rushing through a call can make the customer feel threatened, inadequate and unwelcome.2.If efficiency is supposed to be so important in business, what’s wrong with trying to handle a call as quickly as possible??Efficiency is great, but not if it means giving up effectiveness. Let’s face it – giving customers good service is the reason for our being at work. Doing a poor job quickly is no accomplishment.3.In addition to poor customer service, what other undesirable situations can result from rushing a customer??You may misunderstand the customer’s meaning or need.?You may fail to get important information. This will necessitate a second call, either from you or from the customer. If you don’t have time to handle the call right, when will you have time to do it over?4.Have you ever taken a call from customers who seemed to take forever to get to the point? What did you do? In a situation like that, how can you get the needed information without making the customer feel rushed??Let the customers know you are interested in what they are saying.?Carefully redirect the person back to the original purpose of the call.Example:“I’m glad you had such a good time on vacation, Mr. Adkins. Now that you’re back, how can I help you? What can I do for you?”TELEPHONE DOCTOR? PRESCRIPTION:1.Learn how to redirect calls.2.Take time to get all the information.3.Remember – avoid rushing your customers and coworkers.Skill Practice – Key Point #2: Don’t Rush Your Customer: Featuring Martha RushFacilitator Note: Complete the exercise below and have a group discussion.Divide the participants into three teams: Ask each group to make a list of consequences that occur from rushing customers.76200029845 CONSEQUENCES OF RUSHING CUSTOMERSExample responses:Customers don’t feel importantIt’s perceived as rude and unfriendlyCustomers repeat their questions; call back for clarityThey may feel threatenedStaff may make assumptions without all the factsSounds like we have more important tasks to performAppears that we don’t care for our customersCustomers will get upset and may ask for a supervisor00 CONSEQUENCES OF RUSHING CUSTOMERSExample responses:Customers don’t feel importantIt’s perceived as rude and unfriendlyCustomers repeat their questions; call back for clarityThey may feel threatenedStaff may make assumptions without all the factsSounds like we have more important tasks to performAppears that we don’t care for our customersCustomers will get upset and may ask for a supervisorCompare the three teams’ responses and discuss. Look for common consequences.762000304165PLAN OF ATTACK TO AVOID RUSHING CUSTOMERSList steps to take to conquer this customer service challenge.00PLAN OF ATTACK TO AVOID RUSHING CUSTOMERSList steps to take to conquer this customer service challenge.What will your organization do to prevent from rushing your customers?1524002870200REMEMBER: Remember – Avoid rushing your customers and coworkers..00REMEMBER: Remember – Avoid rushing your customers and coworkers..Discussion Questions – Key Point #3: Be Friendly BEFORE You Know Who It Is: Featuring Marvin Mope1.Have you ever made a call that was answered in a flat or dull tone, then heard the other party “brighten” up and become more personable after they recognized it’s you? What impression of the other party did you have? What was your impression of the organization?A person who behaves this way is often seen as?unprofessional – doesn’t give each customer the same high level of service;?inconsistent – doesn’t do the best possible job on every call;?disinterested – doesn’t like or enjoy the job.As a result, the organization is seen as?unappreciative – doesn’t respect its customers;?arrogant – alienates potential clients;?unfair – practices favoritism in dealing with its customers.2.Some people answer the phone in such a tedious monotone that they sound like voice mail or an automated attendant, which many organizations now use. Have you ever made a call and mistaken the answering party for an automated attendant? How did you handle the situation? ?In discussing the participant responses, point out that the person answering a call sets the tone for the conversation. Customers tend to mirror the treatment they receive.3.Has anyone ever mistaken you for an automated attendant? How can you prevent that from happening? ?The best way is to remember that your personality is one of the best tools you have for getting the customer service job done. Use your personality on every call.TELEPHONE DOCTOR? PRESCRIPTION:1.Treat all customers equally.2.Use your personality. 3.Remember – customers mirror the way they’re treated.Skill Practice – Key Point #3: Be Friendly BEFORE You Know Who It Is: Featuring Marvin MopeFacilitator Note: Complete the exercise below and have a group discussion.Launch this activity by discussing the importance of making a positive first impression.Ask participants: How many seconds do you have to create a first impression in person?(It takes approximately 30 seconds.)Ask participants: How many seconds do you have to create a first impression over the phone?(It takes only 4-6 seconds!)When you encounter a company representative in person, what negative behaviors affect a first impression? Expect to hear responses such asPoor body languageMonotone voiceLack of eye contactDistracted or disinterestedUnprofessional or disheveled appearanceNoisy or cluttered surroundingsWhen you encounter a company representative over the phone, what negative behaviors affect a first impression?Expect to hear responses such asMonotone voiceLack of verbal feedbackUnexplained silencesAs a group, discuss some of the potential problem situations resulting from this kind of behavior. Include: damaging company image; adversely affecting company sales; making your individual job more difficult, since customers tend to mirror how they’re treated.As the participants offer their ideas about why such behavior happens, focus the discussion on the idea that all customers deserve the same level of service—our very best. Your smallest customer might be your largest customer or advocate next year!Discussion Questions – Key Point #4: Don’t Be Too Busy To Be Nice: Featuring Bert Busy1.The main problem with these behaviors, of course, is that they represent poor customer service. More specifically, though, what is likely to happen when customers are treated this way??If customers feel that you are too busy, they might feel intimidated or threatened. As a result, important information might be overlooked. This makes it unlikely that their needs will be met without additional calls.?A short answer is most often an incomplete answer. If you take the time to ask and answer questions completely, you can handle everything in one call.2.We all live in a fast-paced, busy world. Shouldn’t customers expect you to be busy and just be prepared for it??Remember, it’s a busy world for all of us. In all likelihood, your customers are as busy as you are. If they can take time to call you, the least you can do is take time to give them your best.?Giving good customer service means it’s our job to adapt to the customer, not the other way around.3.What is the busiest time on your job? What things can you do, especially at those times, to make certain your customers don’t find you “too busy” to be nice?Allow the participants to describe their “peak” times, then focus the discussion on strategies and techniques. The list developed in the discussion should include:?Don’t try to work on anything else while you’re on the phone. People who try to do two things at once usually don’t do either one very well.?Turn away from your other work while you’re on the phone. Even a slight physical movement will help you remember to concentrate on the call and give the customer your full attention.?Keep your sense of humor. TELEPHONE DOCTOR? PRESCRIPTION:1.Don’t give short, one word answers.2.Don’t be abrupt with customers or coworkers.3.Keep your sense of humor.4.Remember – we cannot do two things well at once.Skill Practice – Key Point #4: Don’t Be Too Busy To Be Nice: Featuring Bert BusyFacilitator Note: This activity is based on the funny one-liner (often attributed to comedian Stephen Wright), which is deeper than it first seems.“The early bird may get the worm, but the second mouse gets the cheese.”Read the statement several times and divide the participants into two teams. Nominate one team to be “Early Birds” and the other team to be “Second Mouse.”Discuss what this statement means…Sometimes being the “early bird” can give you an advantage. And sometimes the first mouse finds the trap; the second mouse gets the cheese.Give the teams 5-10 minutes each to develop a 60-second presentation as to why their strategy (“early bird” or “second mouse”) is best for your organization.Encourage the teams to make use of the knowledge and the view of all team members in creating their presentations. Whether you are an “early bird” or the “second mouse,” please keep Bert’s motto in mind: “Don’t be too busy to be nice.”342900091440SECOND MOUSEProsCons00SECOND MOUSEProsCons91440091440EARLY BIRDSProsCons00EARLY BIRDSProsConsThen ask a spokesperson from each team to debate their responses: “Early Bird” or “Second Mouse”—which is the most effective strategy for business? BOTH!2286007042150REMEMBER: Don’t rush customers.00REMEMBER: Don’t rush customers.Discussion Questions – Key Point #5: Don’t Use Military Language on Civilians: Featuring Joanie Jargon1.Abbreviations, form numbers, part numbers, technical terms, and other “jargon” are a part of almost every job. So why shouldn’t you use them with customers??They may be part of your job, but they’re like a foreign language to your customer.?Using jargon might result in the customer becomingintimidated,embarrassed,frustrated, orirritated.2.Acronyms (words in which each letter stands for a separate word in a name, phrase, or title) can be especially troublesome. What unique problems do these pose? ?They can cause real misunderstanding, especially if the customer presumes you’re using the word in its normal way.Example: YOU:(Referring to the “Shipping Invoice Number Sequence” form and Data Processing)“Why don’t you tell me your S.I.N.S. and I’ll get them shipped off to D.P.”3.What might happen to a customer or new employees if we offer company jargon in our response to their questions? ConfusionMistakes and errorsDelaysUnhappy clients and coworkers4.Encourage participants to provide alternatives or replacements that are as close to everyday language as possible. Emphasize that the simpler the replacements, the better alternative it is.TELEPHONE DOCTOR? PRESCRIPTION:1.Use easy, understandable words.2.Avoid using company jargon on customers and new employees.3.Explain unfamiliar words or terms.Skill Practice – Key Point #5: Don’t Use Military Language On Civilians: Featuring Joanie JargonFacilitators Note: Complete the exercise below, then have a group discussion to recap.Every business has jargon, slang, technical terms, phrases and abbreviations to simplify internal forms and conversations.In this exercise, divide the participants into several small groups (3-5 people). Set a 5-minute time limit.Ask each group to make a list on paper or in Participant Workbooks of your common company jargon and the definition for each term.Bring the groups back together and compare their answers.Did the groups have similar answers?Did everyone agree on the definitions?Discuss how customers or new employees feel when they experience company jargon.List replacements or easy alternatives for these expressions that customers would understand better.1524006217285REMEMBER: Explain unfamiliar words or terms.00REMEMBER: Explain unfamiliar words or terms.Discussion Questions – Key Point #6: Be Personally Accountable, Don’t Pass the Buck: Featuring Buck Passer1.Start a conversation on prior experiences when we, as customers, have experienced employees “passing the buck.” How did we feel about the treatment we received??My business must not matter to this company. I wonder if they treat others this same rude way.?Seems that some employees have an attitude of “This issue isn’t part of my job description. I’ll transfer this call on to someone else.”2.What are the ABCs of personal accountability?Accusing—“She did it!”Blaming—“Someone else did it.”Complaining—“Nobody does anything around here.”3.What happens when customers don’t get answers and their issues or concerns aren’t addressed? ?Customers could take their business elsewhere and tell others about the negative treatment they received from your organization.?Customers anticipate failure and conversations begin with frustrations.?Situations are often escalated to management right from the start. TELEPHONE DOCTOR? PRESCRIPTION:1.Take ownership; be accountable and responsible.2.Remember your ABCs – don’t accuse, blame or complain.3.Always seek solutions and don’t be afraid to accept responsibility.Skill Practice – Key Point #6: Don’t Pass the Buck: Featuring Buck PasserFacilitator Note: Complete the exercise below and have a group discussion to recap. For this activity you’ll need a volunteer to list answers on a flip chart or boarda dollar bill or paper play moneyAssemble participants to stand in a large circle.Facilitator asks this question: “What phrases or characteristics are buck passers associated with?Participants attempt to answer this question or ‘pass the buck’ (the dollar bill) to another whose hand is raised. Keep passing until the answers stop or 10 minutes have passed.Expect responses such as“I don’t know, I’m new here.”“I wasn’t here when that happened.”“Don’t know and don’t care.”“That’s not my job.”“Why don’t you call this number, maybe they can help?”“Let me transfer you to another department.”“I didn’t make a mistake, the shipping department did.”“Why should I apologize? It’s not my fault.”“But we’ve always done it this way!”“Every day it’s something new; I hate all these changes.”Make a list of positive alternatives to prevent BUCK PASSING.1524006389370REMEMBER:Always seek solutions and don’t be afraid to accept responsibility..00REMEMBER:Always seek solutions and don’t be afraid to accept responsibility..Post-Program Quiz ~ Six Cardinal Rules of Customer Service1.What important lesson was learned from the first inductee, Bob Sdrawkcab?Customer service doesn’t always add up.Remember to say, “Have a nice day.”Be sure to always put people before busy work!pleting your busy work BEFORE serving a customer tells that customer that they’re not as important as the project you’re working on.TrueFalse3.In the second scenario, what is Martha’s last name and what cardinal rule did she break?Her last name is RUSH and she rushes her customers.Her last name is SPEED and she’s very efficient at handling problems.Her last name is TOAST and she’s burning to help her customers.Her last name is HUSH and she’s good at quieting down customers.4.What happens when you rush your customers?They appreciate your high level of efficiency.Customers feel especially important to know how fast you’re working for them.Customers might feel threatened and you could misunderstand the customer’s needs.Customers understand you are busy and that you only have time to speak to family members.5.Most people know to smile on the phone, but what added step was encouraged?Always check your caller ID BEFORE answering.Be friendly BEFORE you know who it is.Let the call go to your voice mail.Ask your coworker to take your calls when you’re having a bad day.6.Marvin Mope was guilty ofshowing how much he enjoys his work.sounding mopey with customers and showing his personality only after he knew it was a friend on the phone.displaying high energy on each and every call.being a snappy dresser.Post-Program Quiz ~ Six Cardinal Rules of Customer Service (Cont.)7.How important is using your personality on a business call?You should save your good personality for the weekend. Customers expect a quick, efficient experience.It’s overrated. People put way too much emphasis in using personality in business situations.Very important! Your personality is one of the best tools you have for delivering excellent service to your customers.Not important because it’s more efficient to be curt and boring.8.What was the lesson we learned from Bert Busy’s segment?Customers respect you when you’re busy with a lot of projects.Don’t be too busy to be nice to customers.If business is going well, there’s really no need for great customer service.Having more than one phone on your desk allows you to serve twice as many customers.9.It’s a good habit for you to handle a customer while also checking your emails. A. TrueB. False10.How did Joanie Jargon intimidate and irritate her customers?By threatening to close their accounts.By placing them on hold for long periods of time.By rushing her customers.By confusing her customers with using internal company jargon and abbreviations.11.What lesson was learned from Buck Passer?To do the minimum.Don’t pass counterfeit money.Take ownership; be accountable and responsible.Never laugh on a business call.Before They GoIn order to reinforce the skills and techniques that have been addressed, choose one or more of these reinforcement options:Suggested Methods of ReviewDiscussion questions are provided in this Leader’s Guide for your use.The companion PowerPoint presentation is a useful way to reinforce the Key Points made during the course. Notice the Key Points are identical to Telephone Doctor? Prescriptions located throughout the Leader’s Guide and Participant Workbooks. After viewing the program, consider using the Pre-Program Quiz ~ Six Cardinal Rules of Customer Service as group discussion questions and evaluate the different responses.For Continued SuccessChange is more likely to occur if participants commit to implementing skills and techniques discussed during this course. Various resources are available illustrating commitment exercises. We have included “A Call to Action” exercise in both the corresponding Participant Workbook and this Leader’s Guide.In order to evaluate training success and identify areas to improve, provide participants with the opportunity to evaluate the training by using an evaluation survey. (See sample below.) This is a prime opportunity to identify future training needs.TRAINING EVALUATIONThank you for attending a Telephone Doctor? workshop today!Please take a minute to let us know your feelings.Rate the following: 1 - 5 (5 being the best) This course was useful & I enjoyed it12345 Material related to my job12345 Topics were clear & easy to understand12345 I will use these skills12345 Please rate the instructor 12345 Overall rating for this class12345Comments are appreciated: Your Name: Date: Instructor: A Call To Action!Experts say that it takes a minimum of 21 days to change a behavior. Your level of readiness to change will determine how successful you are, and how much time it will take. But you need to be ready, able and willing to make change happen in 21 days. Habits are hard to break.Let's start creating a successful plan by writing down three new skills you want to learn from today’s session. PRACTICE, PRACTICE, PRACTICE and you’ll have more confidence!What three items will you commit to change in 21 days? 1.2.3.PRACTICE, PRACTICE, PRACTICE and you’ll have more confidence!It’s Fun To Be Good!Closing WordsOn the next page, you'll find a summary of the Key Points made in this course. They're crucial because they make a real difference to you and to your future. We urge you to do three things with them:1.memorize them;2.keep them in mind every time you talk with a customer; and3.practice them.The last of the three is by far the most important. Knowing how to communicate effectively isn't good enough. You need to put what you know to use. You need to make it work for you. If you do, you'll get what we promised at the start of this course – more satisfaction from your job and a brighter future for your organization and for yourself. ●You've got the skills.●You've got the knowledge.●You've got the purpose.●THE REST IS UP TO YOU! Good Luck!And Remember –IT'S FUN TO BE GOOD!Key Points: Six Cardinal Rules of Customer Service1.People Before Busy Work?Give the customer or visitor your complete attention.?Remember—the customer or visitor always comes before busy work or any other task.2.Don’t Rush Your Callers?Learn how to redirect calls.?Take time to get all the information.?Remember—avoid rushing your customers and coworkers.3.Be Friendly BEFORE You Know Who It Is?Treat all customers equally.?Use your personality.?Remember—customers mirror the way they’re treated. 4.Don’t Be Too Busy To Be Nice?Don’t give short, one word answers.?Don’t be abrupt with customers or coworkers.?Keep your sense of humor.5.Don’t Use Military Language on Civilians?Use easy, understandable words.?Avoid using company jargon on customers and new employees.?Explain unfamiliar words or terms.Key Points: Six Cardinal Rules of Customer Service (Cont.)6.Be Personally Accountable – Don’t Pass the Buck?Take ownership; be accountable and responsible.?Remember your ABCs – don’t accuse, blame or complain.?Always seek solutions and don’t be afraid to accept responsibility. ................
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