ࡱ> _ bjbjzz EB\B\:888d`r@dR #.N#b# aqcqcqcqcqcqcq$^tw\qQ'"@ #''qq+++'daq+'aq++VQXVQ8e'V,Mqq0rKVHpw)8pwXXXpwZ8n#F$+$|\%%n#n#n#qq;+n#n#n#r''''pwn#n#n#n#n#n#n#n#n#8> v:  ADVANCE \d4Five Forbidden Phrases ADVANCE \u3Workbook Copyright Telephone Doctor, Inc. All Rights Reserved  Improving the way your organization communicates with customers. 30 Hollenberg Court St. Louis, MO 63044 PHONE: 314.291.1012 800-882-9911 FAX: 314.291.3710 www.telephonedoctor.com CONTENTS Getting the Most From the Participant Workbook 3-4 Pre-Program Quiz on the Five Forbidden Phrases 5-6 Discussion Questions & Skill Practice Key Point #1: I Dont Know 7 Discussion Questions & Skill Practice Key Point #2: We Cant Do That 8 Discussion Questions & Skill Practice Key Point #3: Youll Have to 9 Discussion Questions & Skill Practice Key Point #4: Just a Second 10 Discussion Questions & Skill Practice Key Point #5: No at the Start of a Sentence 11 Post-Program Activity ~ Five Forbidden Phrases 12 A Call to Action 13 Closing Words 14 Key Points 15 Answers to Pre-Program Quiz on the Five Forbidden Phrases 16 Participant Notes 17-18 About Telephone Doctor, Inc. Customer Service Training Telephone 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, 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  HYPERLINK "http://www.telephonedoctor.com" www.telephonedoctor.com. 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 HYPERLINK "mailto:info@telephonedoctor.com" \t "_blank" info@telephonedoctor.comto 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 HYPERLINK "mailto:info@telephonedoctor.com" \t "_blank" info@telephonedoctor.comto report an act of copyright piracy. Telephone Doctor, Inc. assumes no patent liability with respect to the use of the information contained herein. While every precaution has been taken in preparing this material, the publisher is not responsible for errors or omissions, or for any damage or injuries, resulting from use of the information contained herein. Telephone Doctor is a registered trademark of Telephone Doctor, Inc. Getting The Most From The Participant Workbook In order to receive the maximum benefit of this Participant Workbook, a clear understanding of the value of training is necessary. Why Training?tc "Why Training?" 1. No matter what you call your customers (citizens, members, students, clients, taxpayers or #*&@!), when you think about it, theyre the ones who are providing your organization with its income. 2. Your interaction with a specific customer will likely be the basis for that customers entire impression of the service your organization offers. 3. The single greatest way a company can distinguish itself from its competition is by the level of service it offers; and the higher level of service your organization offers, the more successful it will be. Successful firms are better able to compensate employees and increase the growth of their businesses. 4. Thus, it is vital to the success of your organization that you provide the most positive customer service communication with each and every customer. Whats In It For You?tc "Whats In It For You?" This Telephone Doctor course will provide you with simple, yet effective skills and techniques which, when used exactly as directed, will improve your customer contact situations. The benefits to you: 1. Increased confidence from having the right tools. 2. Reduced stress by better handling challenging situations. 3. Increased job satisfaction from doing something well. 4. That great feeling you get inside from helping others. 5. Increased value to your employer. Using The Participant Workbook With A Facilitator If this tc "Using The Participant Workbook With A Facilitator"Participant Workbook is part of an instructor-led classroom setting, the facilitator will instruct you as to what portions of the Participant Workbook will be used. Be sure to complete the exercises and participate fully. The more participation, the more rewarding the experience. This Participant Workbook will help you learn and retain the important skills taught in this course. It is also valuable as a future reference source. Getting the Most From the Participant Workbook (Cont.) Using The Participant Workbook As A Self-Paced Study tc "Using The Participant Workbook As A Self-Paced Study" 1. The Participant Workbook is designed to help process the information found in the program Five Forbidden Phrases. It serves as your guide and each Participant Workbook section is self-explanatory. Everything you need, besides a pen or pencil and the program, is included. 2. Before watching the program, complete the Quiz on Five Forbidden Phrases. Retaking this Quiz after watching the program and completing the Participant Workbook will allow you to measure your own improvement. 3. Now its time to view the program. We suggest first watching the entire program. Then watch it again, this time in small bits. 4. As you watch, take notes on designated pages in the back of the Participant Workbook. 5. When youre confident you understand the skills presented in the program, begin answering the Review Questions in this Participant Workbook. Dont rush. Take time to relate each Key Point to yourself and your job. Pre-Program Quiz on the Five Forbidden Phrases Before watching the program the Five Forbidden Phrases, answer the questions below to the best of your ability. Review the answers as a group at the end of the training session. Youll find the answers to these questions on page 16. 1. Select the best recommended response if a customer asked you, Have you ever been to China? No, I havent. No way, its too cold. I havent been there yet, but it might be fun to go to someday. 2. The suggested alternative to the forbidden phrase I dont know is: Thats a great question; let me check and find out. Wow, thats a good one. Im not sure how to get that information. Just be honest, if you dont know something, simply tell the customer. 3. Why is the innocent sounding phrase just a second considered a forbidden phrase? Its not truthful. Virtually all service situations take longer than a second. It shouldnt be forbidden because youre only being honest. Because you should under-promise and over-deliver. Using just a minute is better. 4. A positive alternative to saying, We cant do that would be: Im very sorry, but we cannot do that. Well, heres what we CAN do (tell them what youre able to do). No, I apologize, but thats simply not an option sir. 5. The Five Forbidden Phrases are: Rarely used in todays business culture. Offensive because they are abusive, swear words. A list of common phrases that should be avoided when dealing with customers. 6. Which of the following is NOT a reason why No at the start of a sentence is considered a forbidden phrase: No is instant rejection. No can be harsh sounding. Saying No doesnt help the customer. Pre-Program Quiz on the Five Forbidden Phrases (Cont.) 7. The specific purpose for learning the Five Forbidden Phrases and when to use the recommended positive alternatives is: To speed up and expedite customer service situations. To improve the way you communicate with your organizations customers. To be able to manipulate your customers behavior. 8. Whats wrong with telling a customer, We cant do that? Theres nothing wrong with it, you should always be honest with customers. This program explains why starting a sentence with the word We should be avoided. Telling customers We cant do that doesnt help them. Customers are concerned with what you CAN do, not what you CANT do. 9. The recommended response instead of the forbidden phrase Youll HAVE to is: Youre really going to HAVE to Youll NEED to Sir, if you want your issue resolved, youll really HAVE to 10. Theres really not much difference between telling a customer youll NEED to as opposed to saying youll HAVE to True False Discussion Questions Key Point #1: I Dont Know 1. Since I dont know is sometimes honest, whats wrong with saying it to a customer? 2. Occasionally, everyone will get a question they arent able to answer. What are some recent questions youve been asked and how did you respond? 3. What would have been a better response? 4. Why is that a good answer? TELEPHONE DOCTOR PRESCRIPTION: 1. Replace I dont know with: That's a great question! Let me check and find out. 2. Go the extra mile. Discussion Questions Key Point #2: We Cant Do That 1. Whats wrong with telling a customer, We cant do that? After all, there are certain things an organization may not be able to do. 2. Think of instances on your job in which youve told a customer, We cant do that. What would a better response have been? 3. Think about an impossible question youve been asked concerning our organization. How can you find an answer or respond in a positive way? 4. Why is it important to tell the customer what you can do? TELEPHONE DOCTOR PRESCRIPTION: 1. Tell the customer what you can do. Heres what we can do for you. 2. Offer a positive alternative. Discussion Questions Key Point #3: Youll Have To 1. Why not tell a customer, You'll have to . . .? 2. Why is a request better than an order? 3. What situations do you encounter on your job that require you to inform, educate or instruct a customer? 4. What is the recommended positive alternative for Youll have to . . .? TELEPHONE DOCTOR PRESCRIPTION: 1. Replace Youll have to with: Youll NEED to 2. Remember that organizations are in business to take orders, rather than to give them. 3. Develop the habit of saying Youll need to instead of Youll have to Discussion Questions Key Point #4: Just a Second 1. Why is a phrase as innocent sounding as Just a second forbidden? 2. Why is it so important to tell customers the truth? 3. Whats the recommended way to put a customer on hold when you know the hold may take longer than it should? TELEPHONE DOCTOR PRESCRIPTION: 1. Replace Just a second with: Are you able to hold? 2. Wait for a response. Discussion Questions Key Point #5: No at the Start of a Sentence 1. Why is No unwelcome at the start of a sentence? 2. Whats better than No at the start of a sentence? 3. How can you eliminate saying No at the start of a sentence? TELEPHONE DOCTOR PRESCRIPTION: 1. Think before you answer. 2. Offer a positive alternative that demonstrates your eagerness to help the customer. 3. Eliminate No at the beginning of a sentence. Start with the next word. Post-Program Activity ~ Five Forbidden Phrases List positive alternatives for these questions/statements: Who won the 1st Olympic Gold Medal for Ice Skating? Instead of: I dont know. Replace with: 2. My shipment was late. Can I get it for free? Instead of: You cant Replace with: 3. Youll have to sign this form. Instead of: have Replace with: 4. Id like to make a payment over the phone. Instead of: Just a second Replace with: 5. Can I use the office copier to make 100 personal copies? Instead of: NO! Replace with: 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. Consistency is key. Practice eliminating the Five Forbidden Phrases both in the workplace as well as at home. Habits are hard to break. Which of the Five Forbidden Phrases will be most challenging to you and how do you intend on making the change?  PRACTICE, PRACTICE, PRACTICE and youll have more confidence! Its Fun To Be Good! Closing Words On 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 and 3. 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: Five Forbidden Phrases 1.  I Don t Know. f& Replace with:  That s a great question. Let me check and find out. 2.  We Can t Do That. f& Replace with:  Here s what we can do. f& Offer a positive alternative. 3.  You ll Have To&  f& Replace with:  You ll NEED to... f& Take orders rather than give them. 4.  Just a Second. f& Replace with:  Are you able to hold? f& Wait for a response. 5.  No at the Start of a Sentence. f& Think before you 356ABKRtȶ~~l]UQF<hBOJQJ^JhB5B*\phhBhBB*phhB5CJOJQJ\^J#hBB*CJ$OJQJ^JaJ$ph hB5CJ$OJQJ\^JaJ$)jhB5CJ$OJQJU\^JaJ$#hBB*CJ$OJQJ^JaJ$ph"hB56CJ0OJQJ\]aJ0jhBCJ0OJQJUaJ0hBCJ0OJQJaJ0hBCJ OJQJ^JaJ hpCJ OJQJ^JaJ     34KL3 $d%d&d'd-DM NOPQ0 $d%d&d'd-DM NOPQ  LMNOPQRt  0 $d%d&d'd-DM NOPQX Y Z f g < =   d z   A [\˿vfh7h75CJOJQJ\hFh70J$6CJ]h76CJ]jh76CJU] hBCJ hBCJhB6CJOJQJ]^JhBCJOJQJhBCJOJQJ^JhB5CJ OJQJ\^JhBOJQJ^JhBCJOJQJhBjhBUmHnHu& . 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