Four Cs
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St. Louis, MO 63044PHONE: 314.291.1012 ? 800-882-9911 FAX: 314.291.3710 15773403762375The Service MentalityLeader’s Guide00The Service MentalityLeader’s Guide-352425top001466850448627400ContentsThe Goal Of The Course and Course Objectives3Training Outline: The Service Mentality4Pre-Program Activity ~ A Mindset for Servicing Customers5Before You Begin: Tips for Trainers6Skill Practice Instructions9Discussion Questions & Skill Practice – Key Point #1: Empathy10Discussion Questions & Skill Practice – Key Point #2: Enthusiasm12Discussion Questions & Skill Practice – Key Point #3: Ownership14Discussion Questions & Skill Practice – Key Point #4: Responsibility16Discussion Questions & Skill Practice – Key Point #5: Adaptability18Discussion Questions & Skill Practice – Key Point #6: Balance20Discussion Questions & Skill Practice – Key Point #7: Resiliency22Before They Go24A Quiz on The Service Mentality – Post Quiz / Answers25A Call to Action26 Closing Words27Key Points28Instructor’s Notes31About Telephone Doctor, Inc. Customer Service TrainingTelephone Doctor, Inc. 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 DVDs, CD-ROMS, 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: The Service MentalityThroughout our professional careers, one truth that will remain constant is there will always be a “customer” in our life. Our customers may be internal, external or a combination of both. Our responsibility is to provide every customer with exceptional customer service. The goal of this course is to identify specific behaviors and characteristics present in people who provide excellent service.Objectives:Participants who successfully complete this course will have met these objectives by demonstrating through written, verbal and/or skill practice exercises the ability to:? List the seven characteristics required to provide excellent service? Recognize how providing excellent service gives the organization a competitive edge? Conduct a personal self-assessment of their own service mentality? Gain knowledge and insight into the behaviors required to demonstrate a “service mentality”? Apply the behaviors exemplified by each characteristic to their specific work situationThe 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: The Service MentalityI.Introduction to the Topic (see “The Goal Of The Course” on page 3)(5 min)State the goal of the course in your opening commentsInclude class objectivesII.Getting Acquainted (see “Tips For Trainers” on pages 6 - 8)(15 min)Introduction of trainerUse an icebreaker or buy-in activityAdminister: Pre-Program Activity ~ A Mindset for Servicing CustomersIII.View Program: The Service Mentality(23 min approx.)IV.Application of Key PointsFor each Key Point:(5 min per point)? Ask discussion questions provided in the Leader’s Guide? Have participants complete the accompanying Participant Workbook pages? Optional: Use corresponding skill practiceV.Wrap Up (see “Before They Go” on page 24)(15 min)Select method of reviewUse a commitment activityAsk participants to complete evaluationNOTE: The 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 class by approximately 10 minutes. For example, if using skill practices #1, 3, 5 & 7, the total length of the class is approximately 2 hours and 10 minutes. Pre-Program Activity ~ A Mindset for Servicing CustomersWhy are some people better at customer service than others?Telephone Doctor, an international customer service training company, recently interviewed several high-profile clients that are well known to deliver and exceed customer expectations. We wanted to know what characteristics these companies look for in employees and why some people are just downright better at customer service than others. The results were transferred to the new Telephone Doctor Customer Service Program, The Service Mentality.Take a few minutes to answer these questions to see how you score. Circle the letter to the right for the word that best represents you as it relates to the statement:Frequently (F)Sometimes (S)Rarely (R) 1.I have the capacity for understanding and being sensitive to the feelings, thoughts and experiences of a customer.FSR 2.I bring an observable high level of energy and interest to projects or situations.FSR 3.I love my job and look forward to getting there in the morning.FSR 4.I solve problems that I come in contact with or I steer the problem to someone who will solve the problem.FSR 5.The people who work with me in the organization, my internal customers, have learned that I live up to my previously agreed upon commitments.FSR 6.The people I serve outside my organization, my external customers, have learned that I live up to my previously agreed upon commitments.FSR 7.I adapt to the changes within my organization without whining or complaining.FSR 8.I embrace change in a manner that does not negatively influence my interactions with customers.FSR 9.I can successfully satisfy the customer without infringing on the needs and requirements of my own organization.FSR10.I have learned how to succeed at “Win-Win” in situations with customer concerns.FSR11.I have learned the ability to bounce back from, and successfully adapt to, adversity.FSRNow review your responses. Any response with “sometimes” or “rarely” indicates an area in which your customer service mindset could improve. Below are the Key Points as they relate to the questions above.1.EmpathyQuestion 12.EnthusiasmQuestions 2 & 33.OwnershipQuestion 44.ResponsibilityQuestions 5 & 65.AdaptabilityQuestions 7 & 86.BalanceQuestions 9 & 107.ResiliencyQuestion 11Before You Begin: Tips for TrainersIn order for participants to receive the maximum benefits from this course, here are some tips for success:Assemble Learning Resources■Locate the program: The Service Mentality■Using The Service Mentality Participant Workbooks will greatly enhance the training. (To customize your training materials, your company logo may be inserted in the PowerPoint and on the workbook.)■You’ll need:A flip chart or white board and markersMedia equipment: TV with DVD player or computer with DVD drive capabilityCreate 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. Visit your favorite bookstore or local library.■Schedule breaks every 1? to 2 hours.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 Activity ~ A Mindset for Servicing Customers.” This activity has a dual purpose. It can be used as a pre-test or buy-in activity which sets the stage for immediate involvement. ■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. Make them 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?”NOTE:Telephone Doctor encourages you to create skill practices for each characteristic to simulate issues specific to your organization.Before You Begin: Tips For Trainers (Cont.)■Reduce participant’s 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.”“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 and Telephone Doctor has many fun promotional items available for purchase. Skill Practice InstructionsA skill practice is simply a bit of make-believe that teaches us a lot about the real world.The purpose is to practice the skills presented in this course. On the following pages we’ve prepared six scenarios to reinforce the key points from The Service Mentality program.Using the following skill practices as examples, we encourage you to create your own skill practices specific to current issues in your organization.Here’s how to make the skill practices pay off for the entire class:1.You’ll find instructions for skill practice scenarios on the next pages. For each scenario, choose one participant to play the employee and another to play the customer. The remaining participants will be the observers.2.Give the employee the profile entitled “Instructions for the Employee” to read. Give the customer the profile entitled, “Instructions for the Customer.” Both will have the opportunity to refer to the printed profiles during the skill practice. 3.Have the customer and the employee play out the scenario. As they “act out” their parts, have both parties sit as though they were in an office.4.After the skill practice, have the customer and the other participants (observers) critique the part of the employee in the skill practice. Make sure they address and discuss these questions:Did the employee apply the skills discussed in the training? What specific words or actions were used to make the employee effective?What feelings did you experience as you watched the scene unfold?How would you have felt if you were the customer? Same/different?What specifically did the employee do well in the skill practice?What else can the employee do to be even more effective?Is any follow-up needed? Which of the correct techniques are most likely to be useful as you handle your job?Should your company have a plan for this type of event?Alternative Approach to the Skill Practices:Divide the class into three groups and assign the roles of customer, employee and observer. (If there are participants remaining, have them join another group as a second observer). Assign a different scenario to each group. Or assign the same scenario to all the groups and rotate the role for each scenario so that everyone in the groups gets to be the customer, the employee and observer. This approach allows more people to participate in the skill practices in a less intimidating environment.Discussion Questions – Key Point #1: EmpathyHaving the capacity for understanding. Being aware of and sensitive to the feelings, thoughts and experiences of a customer.1.DeMarco had three opportunities to demonstrate empathy with Zoe.What were they??When Zoe first mentioned the accident?When Zoe mentioned the airbags and seatbelts saving her life?Cell phone being crushedWhat could he have said??I’m sorry to hear that. How can LogiMax help??Good thing you were wearing your seatbelt. How can we help??I can help with your cell phone …2.Nancy quoted an old adage in the program, “Customers don’t care what you know…until they know that you care.” From your perspective, how does that apply to you??Process participant comments3.In the second scene, what did DeMarco do differently to show empathy to Zoe??His tone of voice?His questions?His attention to helping4.How much additional time and effort was required to show empathy??NoneWho benefited because of DeMarco’s ability to show empathy for his customer? ?Everyone: DeMarco, Zoe & LogiMaxHow did each benefit? ?Process the participant comments6.What are some of the characteristics of apathy? ?Indifference, listlessness, lack of emotion7.Why is empathy considered an essential service mentality? ?One of the best customer interactions happens when a customer feels he/she has been listened to and understoodTELEPHONE DOCTOR? PRESCRIPTION1. Customers need to feel and hear that we CARE first.2. More than words, a caring tone of voice allows the customer to hear your concern.3. One of the best customer interactions happens when a customer feels that he/she has been listened to and understood. 4. No matter how large or small the customer’s problem, empathy is an essential service mentality.Skill Practice #1 – EmpathyInstructions for the EmployeeYou are an employee of The Law Offices of Smith, Jones, Wright and Davis.Your position as concierge is to welcome and offer directions to guests in the historic building.The building houses the most prestigious law firm in the city.The organization views you as the first point of contact for current and potential clients.Your job performance is partly assessed on your ability to assist guests.A guest stumbles to the ground and has a minor ankle sprain.Respond as you feel the situation mandates. Instructions for the CustomerYou are a potential client of The Law Offices of Smith, Jones, Wright and Davis.You’ve got an appointment with Mr. Davis for a free consultation to discuss your will.The old historic building is owned and operated by the prestigious law firm of Smith, Jones, Wright and Davis.As you enter the building the concierge greets you.Ouch! You twist and sprain your ankle.React, as you feel appropriate to the response of the employee. If the employee does not respond as you feel the situation warrants, respond accordingly.Instructions for ObserversPlease refer to page 9 of this Leader’s Guide for Skill Practice discussion questions.Discussion Questions – Key Point #2: EnthusiasmBringing an observable high level of energy or interest to a project or situation.1.If Alicia couldn’t see Jake, how did she know he was bored??His tone of voice?His comments about making it through the week?His obvious annoyance at a complicated questionHow did she perceive his attitude??Asked him if he was OK?No confidence in his handling the problem2.How can the perceptions your customers have about your enthusiasm impact business today and/or in the future??No repeat business?Layoffs?Company closes3.Think about your family, friends and co-workers. Do you prefer to be around enthusiastic people at a party…sporting event…at work? Why? ?Everyone prefers to be in the company of enthusiastic people4.As a consumer, why do you want to be helped by someone who demonstrates enthusiasm for what he/she is doing? ?The level of enthusiasm people exhibit is a critical component to how the world perceives them as being able or willing to help ?Enthusiasm influences a person’s effectiveness in a service position?Enthusiastic people are proactive and go the extra mile to help without being askedHow do you feel about someone marking time until the end of the shift??Process comments from participants5.The program showed Jake both as bored and overly enthusiastic. Why did neither win Alicia’s confidence that her problem was going to be handled??Neither was genuine or sincere ?Both can be perceived as condescendingTELEPHONE DOCTOR? PRESCRIPTION1.The level of enthusiasm people exhibit is a critical component to how the world perceives them as being able or willing to help.2.Enthusiasm influences a person’s effectiveness in a service position.3.People who are truly enthusiastic don’t discriminate between their activities.4.Enthusiastic people enjoy being proactive and going the extra mile to help customers without being asked.Skill Practice #2 – Enthusiasm Instructions for the EmployeeYou are an employee of a small privately owned pest control company, Itty Bitty Pest Control.As a way to generate a consistent revenue stream, the owners mail coupons to area homeowners.Your job is entering potential clients into the database and scheduling free consultations.Data entry is one of your least favorite responsibilities.You’ve got a choice – you can become enthusiastic and process callers or you can dread each and every opportunity.Play this out both ways. First respond enthusiastically; then replay with a non-responsive attitude.Instructions for the CustomerYou are a proud new homeowner and discover hundreds of sugar ants in your kitchen. You’re hosting a family reunion and expecting 25 people.The last thing you want is to be embarrassed by a parade of ants.You locate a coupon from Itty Bitty Pest Control and call for an estimate.The receptionist answers and you get transferred to an employee whose job is to collect data and schedule your consultation. (First scenario is enthusiastic - second conversation the employee is bored.) React to the “enthusiasm” of the representative.Instructions for ObserversPlease refer to page 9 of this Leader’s Guide for Skill Practice discussion questions.Discussion Questions – Key Point #3: OwnershipPossessing the commitment to solve a problem or steering it to someone who will.1.Why did the customer feel like DeMarco wasn’t going to help her??He made excuses?Said she had to talk to Alicia?Told her to call back on Thursday2.What did he do differently when he took “ownership” of the problem??Checked the account?Explained the timetable for reimbursement?Promised to send a note to Alicia in case she wanted to follow-up3.If you were the customer here, how would you feel after DeMarco took ownership??Understood the delay ?Would no longer be an irate customer?That someone was “listening” to meWhy should it only take one person to give good customer service? ?Employees should feel empowered to handle the situation?Process additional comments from participants 5.What does ownership tell the customer??It is a connection with the customer?It tells the customer we are committed to solving the problem6.How should DeMarco handle the problem if Alicia’s note hadn’t been available??Explain that he would find out what happened and he would call back ?Be sure the customer has your name and knows when you will call back7.Provide examples of how you can show “ownership” in your position.?Process comments from participants TELEPHONE DOCTOR? PRESCRIPTION1.It should not take two people to provide good customer service.2.Ownership is partnering with the customer to address their need to solve the problem.3.When we “own” the problem, we are more committed to the resolution of the problem. Skill Practice #3 – OwnershipInstructions for the EmployeeYou are an inside sales representative for Customer Satisfaction Incorporated. Your responsibility is to respond to potential customer inquiries regarding the product and services your organization provides.Other than the receptionist, you are the primary point of contact with the customer.When the order is turned over for processing, your job is completed.It’s the order entry department’s responsibility to ship the order correctly at the specified time.The customer calls, asks for you.The order arrived; however, the incorrect product was shipped.The order entry department is in a training session for new scanning equipment.Respond appropriately.Instructions for the CustomerYou are an employee of Getway Marketing.Your responsibility is to acquire products/services for organizations to assess customer satisfaction.You contract with Customer Satisfaction Incorporated to provide products for an organization.You’ve worked closely with an inside sales representative. In fact, other than the receptionist, the sales rep has been your only contact with the organization.You just received a call from your customer. The order arrived; however, it was incorrect.You contact Customer Satisfaction Incorporated to get immediate resolution.Respond appropriately to how your call is handled.Instructions for ObserversPlease refer to page 9 of this Leader’s Guide for Skill Practice discussion questions.Discussion Questions – Key Point #4: ResponsibilityLiving up to previously agreed upon commitments.1.Why was Jake’s being a little late a big deal??He disrupted his co-worker’s schedule?He created a disturbance in the call center affecting other people working around them and possibly even callers?He disrupted the coordination of the call center2.Why is it important to be considerate and responsive to our co-workers??It’s a TEAM effort?Follow through and dependability demonstrate a service mentality of responsibility3.What are other ways to demonstrate responsibility to our customers??Callbacks ?Follow-up?Being on time?All the above communicate to our customers that we are responsible4.What can you do to improve how you demonstrate “responsibility?”?Process responses from participantsTELEPHONE DOCTOR? PRESCRIPTION:1. Responsibility is an important internal customer service issue.2. It’s as important to be considerate and responsible to our co-workers as it is to our customers.Skill Practice #4 – ResponsibilityInstructions for the EmployeeYou are an employee of Cheery Doors and Windows.You are responsible for installing residential garage door systems.Your organization employs a scheduler to coordinate the timing arrangements with the customer and the installer.The schedule and location directions are posted in your truck upon your arrival at the facility every morning at 7:30 a.m.You match the installation schedule with the product already loaded on the truck.Target departure time, 8:00 a.m.You arrive at location #3 on your schedule at 11:30 a.m.Respond appropriately to demonstrate responsibility.Instructions for the CustomerYou recently purchased a new garage door system from Cheery Doors and Windows.At the time of the purchase, you indicate clearly to the sales rep the importance of being the first installation of the day.The sales rep indicates the installer’s schedule begins at 8:00 a.m. Allowing for drive time, installation should begin by 8:30 a.m.The timing is acceptable, the purchase completed.The agreed upon delivery time passes as do the next three hours. The installer arrives at 11:30 a.m.You express your dissatisfaction with the tardiness.Respond appropriately to the installer’s ability to take “responsibility.”Instructions for ObserversPlease refer to page 9 of this Leader’s Guide for Skill Practice discussion questions.Discussion Questions – Key Point #5: AdaptabilityHaving the flexibility to effectively deal with different types of customers and situations.1.Who are adapters??They are accepting and tolerant?They do not pass judgment about customers?They exhibit the ability to adapt to the different customers2.How does Alicia adapt to each of the customers??Through her tone of voice?Her obvious smile?The responses she gave to meet the needs of different customers?Serves all respectfully and effectively3.List different types of customers that comprise the diverse clientele of your organization.?Process comments from participants4.Identify situations where you may need to demonstrate adaptability.?May need to explain company policy, procedures and guidelines so that people understand?Be prepared to serve your diverse clientele?Elicit company specific responses from the participantsTELEPHONE DOCTOR? PRESCRIPTION:1.Adapters can handle all types of customers and situations positively.2.Adaptability is changing your approach to each type of customer.3.Service each customer respectfully and effectively.Skill Practice #5 – AdaptabilityInstructions for the EmployeeYou are the designer for a heating/cooling company named All Weather Mechanical.You relocated your spouse and kids to a small town in Texas to be closer to your spouse’s aging parents.The owners of the business are thrilled to have you join their team. They have expressed concerns though that you’ll be considered an ‘outsider’ by the folks in the community.Your first “solo” project is a challenging one. You are assigned the project of redesigning an ancient heating/cooling system of a large farmhouse owned by an influential member of the community. Your success and the impeccable reputation of All Weather Mechanical depends on how smoothly this project goes and how the community accepts you. You need to introduce yourself and get directions to the farmhouse. Respond appropriately to the ‘country’ directions you were given.Instructions for the CustomerYou are a life long resident of a small rural community in Texas.You are tackling the challenge of renovating your grandparent’s large farmhouse.You make an appointment for the designer to come out to the farmhouse to begin the project.You need to give the designer directions to the farmhouse. Be sure to take your time and be precise. Example: “You’ll want to take the first left near the McAlister’s Farm then drive five minutes past the William’s tree that got struck by lightening last year…”?Respond to how the designer ‘questions’ your precise directions.Instructions for ObserversPlease refer to page 9 of this Leader’s Guide for Skill Practice discussion questions.Discussion Questions – Key Point #6: BalanceHaving the capacity to successfully satisfy the customer while taking into account the resources and needs of your organization.1.In the first vignette, whom did Zoe serve the needs of: the customer or her organization??The organization 2.Why is it important to focus on solutions that are fair for the customer as well as the organization??Finding solutions to satisfy the customer and meet the needs of the organization eliminates big problems?Greatest need of the customer is to feel heard and to be treated fairly3.As an organizational representative, what helps you to achieve balance? ?The employee needs to know, as clearly as possible, where exceptions can be made and where they cannotIdentify issues specific to your organization where balance may need to be achieved.?Process comments from participants4.At the end of this section, we heard the phrase “acknowledgement does not constitute agreement.” What does that mean to you??Acknowledge the feelings?Move on to the facts – be a double checker ?Address the issuesTELEPHONE DOCTOR? PRESCRIPTION:Identifying a balanced solution meets the challenge of satisfying the customer and meeting the needs of the organization. One of the greatest needs of the customer is to be heard and treated fairly.3.A secret to achieving balance is knowing you can always acknowledge the feelings of the customer even if you disagree with the facts presented by the customer.Skill Practice #6 – BalanceInstructions for the EmployeeYou are a customer service representative for the jewelry store Jewels-N-Such, Inc. Your job is to handle and resolve customer complaints regarding damaged products.You have twenty co-workers in your department and two supervisors.You receive a call from a regular customer, Mary Bauer, who purchased an opal ring for $400.00 last October and misplaced it in her home.Mary asks for your company to mail her a replacement ASAP.Your job is to be fair and balanced. Since your company didn’t misplace the ring, you don’t see why your company should replace it. How can you explain this to your customer? Respond appropriately.Instructions for the CustomerYou are a long time customer at Jewels-N-Such, Inc. Every time you go to the mall you stop in your favorite jewelry store to see what’s new.You purchased an opal ring last October and enjoyed wearing it everyday; it was your ‘good luck’ ring.Last night you misplaced the ring somewhere in your home. You’ve searched for hours and can’t imagine what happened to it.You call the store and ask the customer service representative to please send you a replacement. Respond appropriately to how your call is handled.Instructions for ObserversPlease refer to page 9 of this Leader’s Guide for Skill Practice discussion questions.Discussion Questions – Key Point #7: ResiliencyHaving the ability to bounce back from adversity.1.How was Alicia responsible for the abuse she received from the customer??She was not directly responsible?She wanted to help but was not given a chance?Through the position she held at the company, the customer held her responsible2.What did Alicia do to regain her upbeat and professional manner??Took a deep breath, smiled?She focused on the customer at hand?She bounced back emotionally and professionally?She did not take it personally3. What can you do to demonstrate resilience? ?Keep a friendly tone of voice?Watch the volume of voice?Choose words carefully?Never take negative emotions out on a co-worker or customerGive an example of an occasion when you needed to “bounce back” and demonstrate resiliency.?Process responses from participantsTELEPHONE DOCTOR? PRESCRIPTION:1.Remain calm throughout adverse situations, recover quickly and don’t show signs of discouragement. 2.Resiliency is when customer service providers bounce back from adversity.3.Life’s setbacks and disappointments need to be handled by bouncing back emotionally and professionally. 4.Never take it out on the next few innocent callers or co-workers.Skill Practice #7 – ResiliencyInstructions for the EmployeeYou are an employee at Wildwood Management, Inc.You hold a “decision maker” position.The commute to the office takes approximately 45 minutes.As you prepare for the day, you notice there has been a light “dusting” of snow during the night.You make the turn onto the highway and traffic is at a standstill – almost a parking lot. Bottom line, 2 hours and 47 minutes after leaving home you reach the office.The first order of business, get out of the coat, gloves, etc., then gather your thoughts and nerves after the exhausting, nerve racking, commute.One of your co-workers meets you at the door, papers in hand, to discuss an important issue.Respond appropriately to demonstrate “resiliency.”Instructions for the Internal Customer You are an employee at Wildwood Management, Inc.You are the administrative assistant to a “decision maker.”As you prepare for the day, you notice a few snow flurries have fallen during the night, so you leave for work a few minutes early. You have no problems during your commute.Upon your early arrival at the office, it becomes clear to you that you are one of the “lucky” few. Numerous co-workers call in to alert the office of the conditions and their tardiness.The person you assist is among the stranded.At 8:30 a.m. you receive a call from a major client regarding a big proposal.Oh my! The client asks a question that will require a decision maker’s approval.Your client indicates the contract hinges on the answer and they need a response by mid-morning.Of all days for the decision maker to be running late! Time keeps ticking away. You’re anxious.With papers in hand, needing a decision NOW, you meet your boss at the door.Respond appropriately to how the encounter goes.Instructions for ObserversPlease refer to page 9 of this Leader’s Guide for Skill Practice discussion questions.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, Inc. prescriptions located throughout the Leader’s Guide and Participant Workbooks. After viewing the program, consider using “A Quiz on The Service Mentality” 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 Quiz on The Service MentalityNote:Here’s a chance to see how much you’ve learned about developing a positive mental attitude. In each blank, put the letter of the correct answer to each of these questions. (The answers are BOLDED.)____ 1.Customers need to feel and hear:A.The company policy and proceduresB.Other customers have had the same experienceC.That we CARE first____ 2.More than words, a caring tone of voice allows the customer to hear your concern.A.TrueB.False____ 3.People who are truly enthusiastic:A.Are born that wayB.Do all aspects of their job with enthusiasmC.Are usually on anti-depressants____ 4.Enthusiasm has minimal influence on a person’s effectiveness in a service position.A.TrueB.False____ 5.When we “own” the problem:A.We are admitting we did something wrongB.We are willing to take the blame for someone elseC.We are more committed to the resolution of the problem____ 6.It’s more important to be considerate and responsible to our customers than to our co-workers.A.TrueB.False____ 7.Adaptability is:A.The ability to treat everyone the sameB.Changing your approach to each type of customerC.Dependent on the situation____ 8.Identifying a balanced solution:A.Meets the challenge of satisfying the customer and meeting the needs of the organizationB.Puts the company at riskC.Gives the customer control of the situation____ 9.Because we are human, people will show signs of discouragement during adversity; however, it’s important to your business to be resilient.A.TrueB.False____10.As companies face tougher competition, the best weapon to fight the competition is:A.To beat them at priceB.To carry different products/servicesGreat customer serviceA 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. 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.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 can 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 use the telephone and3.Practice them.The last of the three is by far the most important. Knowing how to use the telephone 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 company 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: The Service Mentality 1. Empathy?Customers need to feel and hear that we CARE first.?More than words, a caring tone of voice allows the customer to hear your concern.?One of the best customer interactions happens when a customer feels that he/she has been listened to and understood. ?No matter how large or small, empathy is an essential service mentality. 2. Enthusiasm?The level of enthusiasm people exhibit is a critical component to how the world perceives them as being able or willing to help.?Enthusiasm influences a person’s effectiveness in a service position.?People who are truly enthusiastic don’t discriminate between their activities.?Enthusiastic people enjoy being proactive and going the extra mile to help customers without being asked.Note: Enjoy viewing the companion PowerPoint? presentation slides that accompanied your training program. Key Points: The Service Mentality (Cont.)3.Ownership?It should not take two people to provide good customer service.?Ownership is partnering with the customer to address their need to solve the problem.?When we “own” the problem we are more committed to the resolution of the problem. 4.Responsibility?Responsibility is an important internal customer service issue.?It’s as important to be considerate and responsible to our co-workers as it is to our customers.5. Adaptability?Adapters can handle all types of customers and situations positively.?Adaptability is changing your approach to each type of customer.?Service each customer respectfully and effectively.Note: Enjoy viewing the companion PowerPoint? presentation slides that accompanied your training program.Key Points: The Service Mentality (Cont.)6. Balance?Identifying a balanced solution meets the challenge of satisfying the customer and meeting the needs of the organization. ?One of the greatest needs of the customer is to be heard and treated fairly.?A secret to achieving balance is knowing you can always acknowledge the feelings of the customer even if you disagree with the facts presented by the customer.7.Resiliency?Remain calm throughout adverse situations, recover quickly and don’t show signs of discouragement. ?Resiliency is seen when customer service providers speak with a controlled pace and vocabulary.?Life’s setbacks and disappointments need to be handled by bouncing back emotionally and professionally. ?Never take out your frustrations on the next few innocent callers or co-workers.Note: Enjoy viewing the companion PowerPoint? presentation slides that accompanied your training program.Instructor’s Notes:Instructor’s Notes: ................
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