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13335004119245Proactive Customer ServiceLeader’s Guide00Proactive Customer ServiceLeader’s Guide19050top00-323850890587530 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 1466850448627400CONTENTSTOC \fThe Goal of the Course/Objectives3Training Outline: Proactive Customer Service 3.0 4Before You Begin: Tips for Trainers6Before and After Skills Inventory9Key Point #1: The Three Levels of Customer Service11Key Point #2: Tools For Proactivity12Key Point #3: Rapport Building Opportunities14Key Point #4: Soft Questions15Some Additional Discussion Questions17Role Playing Instructions18Role Playing Scenarios19Before They Go21A Call to Action22Closing Words23Key Points24Instructor's Notes26About 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. Nancy Friedman, our founder and president, presents this video program. Through videos, 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.The Goal of the Course: Proactive Customer Service Service providers are often encouraged to provide proactive customer service. Many times these instructions neglect to equip the service providers with the tools necessary to provide this level of service. The goal of this course is to equip service providers with the tips, tools and techniques necessary to provide proactive service to your organization’s customers.Objectives:Participants who successfully complete this course will have met these objectives by demonstrating through written, verbal and/or role-playing exercises the ability to:identify the characteristics of passive, average, and proactive customer service.list six key techniques used to be proactive with customers by telephone or in person.recognize the value of rapport building and identify rapport building opportunities, anduse “soft questions” to offer additional products and services.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 video in its entirety then participating in discussions. Additional uses include:One key point at a time during a staff meetingIndividual key points can be used to add another dimension to other training programs.Training Outline: Proactive Customer Service I. Introduction to the Topic (see “The Goal Of The Course”)( 5 min)State the goal of the course in your opening commentsInclude class objectives(15 min)II.Getting Acquainted (see “Tips For Trainers”)Introduction of trainerUse an ice breaker activity or buy-in activityAdminister: Before-and-After Skills InventoryIII.View Video: Proactive Customer Service (17 min)IV. Application of Key Points(30 – 45 min)Ask discussion questions provided in Leader’s Guide.Participants complete accompanying Participant Workbook pages.Key Point #1: Three Levels of Customer ServicePassive behavior means “under delivering” customer service.Average service is mediocre and disappointing at best.Proactive service means exceeding the customer’s expectations.Key Point #2: Tools of ProactivityBe obviously friendly.Be confidentBuild rapportAsk “smiling” questions.Assure them again you can help.Ask intelligent follow-up questions.Key Point #3: Rapport BuildingThere is a RBO (rapport building opportunity) in every customer contact, face to face or on the phone.Listen carefully to what the customer says. Respond to the customer’s statement with sincere empathy.Ask a follow up question to begin building rapport.Training Outline: Proactive Customer Service (con’t)Key Point #4: Soft Questions Give Super ServiceKnow your products and services to help you decide what will benefit the customer most.Give the customer a choice.Use these soft questions to inform the customer of additional offerings:“By the way, are you aware of …”“While we’re on the phone, has anyone told you about …”“One other thought, would it be convenient for you to have …”V.Skill Practice(10 min)Key Point #2: Tools of Proactivity –Role Play #2Key Point #3: Rapport Building – Role Play #3Key Point #4: Soft Questions Give Super Service – Role Play #1VI.Wrap Up (see “Before They Go”)(15 min)A.Select a method of reviewB.Use a commitment activityC.Ask participants to complete evaluationFacilitator Note: For each role play activity included in the session, increase the total length of class by approximately 10 minutes.NOTE: The total length of this class is approximately:(1 hr 57 min)Before 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 video or DVD: Proactive Customer Service ■Using Proactive Customer Service Participant Workbooks will greatly enhance the training.■You’ll need:A TV and DVD Player or computer with DVD capabilityA flip chart or white board and markers.Create a Comfortable Learning Atmosphere■Choose a comfortable, well-lighted 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. 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 Before-and-After Skill Inventory. The Before-and-After Skill Inventory has a dual purpose. It can be used as a pre-test/post-test exercise or as a buy-in activity. Using this inventory sets the stage for immediate involvement.■Choose the segments of the media that best meets 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.”“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.)■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. Before-and-After Skills Inventorytc \l1 "Before-and-After Skills InventoryBefore watching the video - PROACTIVE CUSTOMER SERVICE - answer the questions below to the best of your ability. Do not score your answers yet. Wait until you complete the second part of the Before-and-After Skills Inventory at the end of the course. Then score both your "Before" and "After" responses. The difference between the two scores will show you how much you've learned in the course.BeforeAfter 1.When dealing with customers, a good objective is to meet their expectations with the minimum effort. (T or F)□□ 2.Many times, customers will say things to you that have nothing to do with business. Instead of responding to these, you should be quiet and wait for the customer to get down to business. (T or F)□ □ 3.No two people have the same personality. Because of that, customers get the best service when you:SEQ a,_b,_c, \* alphabetic \r 1a.match your personality to theirs;SEQ a,_b,_c, \* alphabetic \nb.use your personality; orSEQ a,_b,_c, \* alphabetic \nc.keep your personality out of it and stick to business.□ □ 4.An important first step in making business friendships is to:SEQ a,_b,_c, \* alphabetic \r 1a.have a ready supply of clever or witty things to say;SEQ a,_b,_c, \* alphabetic \nb.ask a few personal questions of the customer; orSEQ a,_b,_c, \* alphabetic \nc.display a caring attitude.□ □The ability to build rapport is an inborn one - either you have it or you don't. (T or F)□ □Building rapport with customers makes your job more pleasant, but it really has no constructive business purpose. (T or F)□□ 7.When customers make statements with a personal, rather than a business, frame of reference they're trying to tell you they want:SEQ a,_b,_c, \* alphabetic \r 1a.to be treated like people;SEQ a,_b,_c, \* alphabetic \nb.some special treatment or unusual favor; orSEQ a,_b,_c, \* alphabetic \nc.to kill a little time.□□ 8.Opportunities to build rapport with customers can slip by if you're not careful. A good way to be sure you don't miss one is to:SEQ a,_b,_c, \* alphabetic \r e right out and ask, "What can I do to make you happy?”SEQ a,_b,_c, \* alphabetic \nb.ask a great many probing questions; orSEQ a,_b,_c, \* alphabetic \nc.listen carefully to what the customer has to say.□□ 9.There is a Rapport Building Opportunity in every customer contact. (T or F)□□BeforeAfter10.Which of the following statements is a Rapport Building Opportunity?SEQ a,_b,_c, \* alphabetic \r 1a."Our order was supposed to be in yesterday . . .” SEQ a,_b,_c, \* alphabetic \nb."This is my first day on the job . . .” SEQ a,_b,_c, \* alphabetic \nc."I left a message yesterday, and nobody called me back!"□□11.To build rapport, you should encourage the customer's confidence by:SEQ a,_b,_c, \* alphabetic \r 1a.conveying they came to the right place with an energetic, positive voice;SEQ a,_b,_c, \* alphabetic \nb.answering questions with the fewest words; SEQ a,_b,_c, \* alphabetic \nc.telling the customer a little bit about yourself.□□12.Follow-up questions should be avoided, since customers may be embarrassed that they forgot to tell you something. (T or F)□□13.Asking the customer a soft question like "By the way, are you aware of . . ." is: SEQ a,_b,_c, \* alphabetic \r 1a.the most polite way of changing the subject; SEQ a,_b,_c, \* alphabetic \nb.a good technique to avoid answering a question without annoying the customer; SEQ a,_b,_c, \* alphabetic \nc.another way of building rapport.□□14.Asking a customer, "Is there anything else?" is not a good technique because: SEQ a,_b,_c, \* alphabetic \r 1a.it's too pushy; SEQ a,_b,_c, \* alphabetic \nb.it puts the burden on the customer; SEQ a,_b,_c, \* alphabetic \nc.it ignores the customer's present need.□□15.Proactive customer service is not appropriate with an irate caller. (T or F)□□ Total Correct Answers: □ □ADVANCE \d3Telephone DoctorCheck-Up Report□ - □ ÷ □ x 100 = □ After Before Before % ImprovementHow Did You Do?Key Point #1: The Three Levels of Customer ServiceDiscussion Questions:1.Customers who call or visit your company will get service on one of three levels. The worst of these is Passive Customer Service. What is the definition of passive?SubmissiveLacking forceful qualitiesNot active2.What behaviors identify this low level of service?UncaringUnresponsiveUninvolvedRude3.On a slightly higher level (although certainly no credit to your company) is a person who delivers Average Customer Service. What words define Average?OrdinaryUsualCommon4.Why would we classify unsatisfactory service as average?Such a person does the minimum required for the job -- no more, no less.It's called average because it's the service level most often given to customers.5.If this type of mediocre service is what customers most often get, what's so bad about it?It may be what customers have come to expect, but it really isn't what they want, and it certainly isn't what they deserve.Giving customers the level of service they want and deserve means exceeding their expectations.6.Your company's customers deserve better. They deserve Proactive Customer Service. What do we mean when we say proactive?Being interestedUsing personalityEstablishing rapport Being warmAbove averageTELEPHONE DOCTOR? PRESCRIPTION:1.Remember passive behavior means "under delivering" customer service.2.Average service is just mediocre and disappointing at best.3.Proactive service means exceeding the customer's expectations.Key Point #2: Tools For ProactivityDiscussion Questions:1.Your first tool for proactivity is to be obviously friendly. What does this mean?Use your personality.Offer a sincere friendly greeting.Be interested.Be warm.Be helpful.2.How does being confident make you seem proactive?Confidence lends credibility to your organization.Customers will have no doubt they came to the right place.3.One important element of proactive service is the customer's confidence in you. You can encourage that confidence by showing yours. What can you do to show obvious confidence to your customers?Use a warm, sincere tone of voice.Be knowledgeable about your company.Take control of the conversation. A good way to do this is with smiling questions.In addition, when the conversation is face-to-face, use positive nonverbal communication techniques.4.What role does rapport building have in exceeding customer’s expectations.Rapport building separates you from the mass of gray-faced, anonymous people who are passive or average.Rapport building helps us transition from being a stranger, to being a business friend.5.What is a smiling question?A smiling question is one that is asked sincerely, pleasantly, and willingly.Putting a smile in your questions lets the customer know you can help.Use of smiling questions avoids giving the "ho-hum" impression that questions are just a routine, boring part of the job.Allow the participants to practice asking each other smiling questions. As you guide the practice, remind them that these questions should be conversational, not confrontational.6.Letting the customer know you can help is the next important step in building rapport. What can you do to give customers that assurance?Use the customer's name. This lets the customer know he/she is receiving personal, individualized service.Use positive, reassuring phrases to let the customer know you will help.Examples:"You’ve come to the right place”"I'll be glad to help you”Key Point #2: Tools For ProactivityDiscussion Questions: (cont.)7.Asking intelligent follow-up questions is frequently overlooked. How do they help the total proactive customer service effort?Every follow-up question you ask helps you learn more about the customer's needs.Each time you follow a customer's statement with an intelligent, related question, you seem interested and willing to help.TELEPHONE DOCTOR? PRESCRIPTION:1.Be obviously friendly.2.Be confident.3.Build rapport.4.Ask "smiling" questions.5.Assure them again that you can help.6.Ask intelligent follow-up questions.Key Point #3: Rapport Building OpportunitiesDiscussion Questions:1.The idea of developing rapport with customers has a nice sound to it, but what does it mean? What is rapport?Rapport can be defined as a close relationship, or harmony, between you and your customer. In other words, just as we use social skills to make personal friendships, we use rapport building skills to make business friendships.2.Building rapport obviously makes dealing with customers more pleasant, but is there a legitimate business reason for it?You bet there is! Every time you bridge that "river of indifference," you make it easier for a customer to come over and do business with your company.3.Recognizing and making the most of Rapport Building Opportunities (RBOs) is a key element in providing proactive customer service. What exactly are these RBOs? They are customer statements with a personal, rather than a business frame of reference.They are really requests from the customer to be treated like people.They represent a chance for you to go the extra mile.They present you with opportunities to establish business friendships.4.Given the importance of RBOs to providing proactive customer service, how can you be sure you recognize them when they happen?By remembering that, obvious or not, there's one in every customer contact.By listening carefully to what the customer says.TELEPHONE DOCTOR? PRESCRIPTION:1.There is an RBO in every customer contact, face-to-face, or on the phone.2.Listen carefully to what the customer says.3.Respond to the customer's statement with sincere empathy.4.Ask a follow-up question to begin building rapport.Key Point #4: Soft QuestionsDiscussion Questions:1.Proactive customer service is all about going the extra mile to help your customer. How does the use of soft questions fit into this process?Soft questions help you find out additional or related needs your customer has.These questions help you decide which of your company's services will benefit this customer most.They allow you to help your customer become more familiar with your company and its offerings.Soft questions let you give your customer a choice. 2.Isn't the practice of using soft questions just an extension of building rapport? Or is it really an effective selling tool?The fact is, it's both. Like anything else you do that helps your customer, soft questions are an active, positive part of building rapport.As a selling tool, the soft question approach (also called upselling, cross-selling, or suggestive selling) is very effective. Did you know that 47% of customers who are asked soft questions will make an additional purchase?3.What are some examples of soft questions you can use in your job to give your customers additional choices?Allow the participants to contribute their questions. If they need help getting started, here are some examples. Examples:”By the way, are you aware of . . .""While we're on the phone, has anyone told you about . . .""One other thought - would it be convenient for you to have . . ."4.The passive customer service approach virtually ignores the use of soft questions. How is that actually a disservice to customers?It denies customers a choice by not informing them of the availability of additional products or services.It could cause them to spend additional time making another call to you (or your competitor) to get additional services. 5.A person giving average customer service might ask, "Is there anything else?" to give the customer access to additional services. What's wrong with that technique?First of all, it places the burden on the customer, who then has to recall the other services you offer, then apply them to the present situation. Faced with that, it's easier for the customer to say, "No, thanks."In addition, such a vague, general question presumes that the customer knows the full range of your company's services. Not many of your customers do.Key Point #4: Soft Questions Discussion Questions (continued):6.What is there about the soft question approach that makes it superior?It takes the customer's present needs into consideration.It informs the customer of appropriate options.It makes it easy for the customer to say, "Yes."7.How are soft questions easy on you?They are seldom rejected. If the customer needs the services, they'll give a positive response.They usually get soft answers.You won't feel rejected.8.What additional products or services does your company offer that your customers may not realize? What techniques are presently used to inform your customers of these offerings?As you guide the participants in this discussion, focus their attention on (a) the number or range of these "unknown" offerings, and (b) the effectiveness of soft questions in getting this information to customers.TELEPHONE DOCTOR? PRESCRIPTION:1.Know your products and services to help you decide what will benefit the customer most.2.Give the customer a choice.3.Use these soft questions to inform the customer of additional offerings:"By the way, are you aware of . . .""While we're on the phone, has anyone told you about . . .""One other thought - would it be convenient for you to have . . ."Some Additional Discussion Questiontc \l1 "Some Additional Discussion Questions Note:The ability to give Proactive Customer Service is so important that you may want the participants to spend some extra time discussing situations and alternatives. If so, here are some questions to help you:ADVANCE \d361.Have you ever placed a call to a business and had someone answer with only the name of the company or with his/her last name? What impression did that give you? Why is that a poor way to begin a conversation with a customer? What kind of rapport does that begin?2.What businesses do you deal with, either in person or by phone, where the employees know you and call you by name? How willing would you be to move your business to another company? What can you do or say to give your customers that same feeling of friendliness with your company?3.As with any other new skill, taking advantage of RBOs to build rapport with your customer requires practice. Have the participants develop various replies to each of these RBO statements. "We're moving to our new office next month." "My boss just got transferred to Kalamazoo." "My grandmother's coming to live with us." "Our department's being restructured."4.In many jobs, your dealings with a customer do not involve sales directly. How can you make effective use of the soft question technique when there is no additional sale to be made?5.In this training, our focus has been on how Proactive Customer Service benefits the customer, but the fact is, it can make your job a lot better, too. Would you agree with that statement? Why or why not?Role Play InstructionsFacilitator Note: A role-play is simply a bit of make-believe that teaches us a lot about the real world. In each role-play, two participants will pretend they’re working in a business setting. One participant will play the customer; the other participant will play the employee. The employee’s task will be to practice the skills presented in this course. Here’s how to make the role-plays pay off for the entire class: The role-play instructions below are provided when creating organization specific role-plays.1.Create organization specific role-plays for the key points you wish to reinforce. Our suggestion is to create highly detailed instructional profiles for each role-play created.Hint: The leader’s guides for The Service Mentality and How to Deal with the Foreign Accent 2.0 will serve as helpful guides.2.For each scenario, solicit two participants to volunteer, one to play the employee, the other to play the customer. The remaining participants will be the observers. Provide each participant with the detailed instructions specific to the role they will play in the scene. Both will have the opportunity to refer to the profiles during the role-play.Have the customer and the employee play out the scenario. As they “act out” their part, have both assume positions relevant to the role they are playing.5.After the role-play, have the customer and the other participants (observers) critique the part of the employee in the role-play. Make sure they address and discuss these questions.a)Did the employee apply the skills discussed in the training? b)What specific words or actions were used to make the employee effective?c)What feelings did you experience as you watched the scene unfold?d)How would you have felt if you were the customer? Same/different?6.After the group assessment of the role-play, you ask the class:What specifically did the employee do well in the role-play?What could the employee have done to be even more effective?Which of the correct techniques are most likely to be useful as you handle your job?Alternative Approach to the Role Plays:Divide the class into triads and assign the role 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 triad gets to be the customer, the employee and observer. This approach allows more people to participate in the role-plays in a less intimidating environment.Role Playing Scenariostc \l1 "Role Playing ScenariosRole Play #1: Instructions for the CustomerWhen the employee answers the phone, say: My daughter is a college student, and yesterday I helped her buy her first car. She doesn't have insurance yet, although she used to be covered as a driver on my policy. Can you help me?" Don't mention this unless the employee mentions cost, or discounts, but money is very tight for you at present, so you're interested in saving as much as possible. You don't want to buy over the phone, but want a quote mailed to you. Beyond that, respond to the employee as you see fit. Role Play #2: Instructions for the CustomerWhen the employee answers the phone, say: "This is (use your real name), and I need to place an order if you have what I want." Explain that you're planning a birthday party for your eight-year-old nephew. He really likes watching cartoons, and you're hoping to purchase napkins, cups, and balloons that have pictures of cartoon characters on them. You can look at them or pick them up later today if they're in stock. Don't mention this unless the employee brings it up, but this should be the easy part of planning the party. You're more worried about finding entertainment for your nephew and his twelve friends. There must be something just right, but you can't think of what it is or where to find it. Role Play #3: Instructions for the CustomerYou are not a very happy caller. You're new to the purchasing department and frustrated that the past two orders from ABC Office Supply have been incomplete. Start the call by saying, "I may be NEW here but even I can tell these past 2 orders have been screwed up." You demand the problems be corrected fast because you need these items right away. If this can be resolved to your satisfaction you may want to add to your order.ADVANCE \d7Role Playing Scenariostc \l1 "Role Playing ScenariosRole Play #1: Instructions for the EmployeeYou work in the Customer Service Department of the Iva Carr Insurance Company. Your company handles a complete line of personal and commercial vehicle policies, and you offer a number of discounts and payment plan options. Your services were recently expanded to include a multiple car discount and a special "Students Only" rate. There's a sales competition going on right now, and you can offer an extra 10% off the first year's premium to anyone who purchases a new policy within the next thirty days. Role Play #2: Instructions for the EmployeeYou are an employee of the We-R-Parties Company. Your business carries a complete line of centerpieces, favors, and paper products for parties of all kinds. Since a large portion of your business is for children's parties, you carry a wide selection of theme goods based on popular toys, movies, and television shows. Because many of your customers like to have a consistent theme for their events, you also keep a list of local companies that provide related services such as catering and entertainment. These sales don't directly affect your company, but you do receive referrals from these firms. In addition, these other options help position you to customers as a one-stop resource for party needs. Role Play #3: Instructions for the EmployeeYou work in the Customer Service department at ABC Office Supply. Your job includes resolution of all customer service issues and recently you've been offered commission when you "add on" or "cross sell" additional products. Special sale prices apply this week on 3-ring binders. Remember you won't be able to use your new soft question techniques unless you establish business friendships. Listen carefully for RBO's during this difficult call.ADVANCE \d7Before They GoIn order to reinforce the skills and techniques that have been addressed, choose one or more of these reinforcement options.Choose Methods of Review■ Additional discussion questions may be provided in this Leader’s Guide for your use. ■ The corresponding Participant Workbook provides a 10-point quiz directly related to skills shown in the video.■Power Point slides are a useful way to reinforce the key points made during the course. Notice the key points are identical to the Telephone Doctor? Prescriptions located throughout the Leader’s Guides and Participant Workbooks. More great news, by purchasing the video, Proactive Customer Service Telephone Doctor grants permission to recreate the Power Point Presentation pages in a Power Point presentation.■If you are using the Before-and-After Skills Inventory to evaluate training effectiveness, instruct participants to re-take the inventory and compute scores to evaluate improvement. Congratulate participants on their improvement.For Continued Success■Change 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 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 talk with a customer 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: tc \l1 "Key Points: Proactive Customer ServiceThe Three Levels of Customer ServiceRemember passive behavior means "under delivering" customer service.Average service is just mediocre and disappointing at best.Proactive service means exceeding the customer's expectations.Tools For ProactivityBe obviously friendly.Be confident.Build rapport.Ask "smiling" questions.Assure them again that you can help.Ask intelligent follow-up questions.ADVANCE \d7tc \l1 "TRANSPARENCY COPYKey Points: Proactive Customer Service (Cont.)tc \l1 "Key Points: Proactive Customer Service3.Rapport Building OpportunitiesThere is an RBO in every customer contact, face-to-face, or on the phone.Listen carefully to what the customer says.Respond to the customer's statement with sincere empathy.Ask a follow-up question to begin building rapport.4.Soft Questions Know your products and services to help you decide what will benefit the customer most.Give the customer a choice.Use these soft questions to inform the customer of additional offerings: "By the way, are you aware of . . ." "While we're on the phone, has anyone told you about . . .""One other thought - would it be convenient for you to have . . ."Instructor’s Notes:Instructor’s Notes: ................
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