#6Six Cardinal Rules of Customer Service LG



Six Cardinal Rules

of Customer Service

Leader’s Guide

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



CONTENTS

The Goal of the Course and Course Objectives 3

Training Outline: Six Cardinal Rules of Customer Service 4

Before You Begin: Tips for Trainers 5-7

Pre-Program Quiz ~ Six Cardinal Rules of Customer Service 8-9

Discussion Questions & Skill Practice – Key Point #1: People Before Paperwork 10-11

Discussion Questions & Skill Practice – Key Point #2: Don’t Rush Your Customer 12-13

Discussion Questions & Skill Practice – Key Point #3: Be Friendly Before You Know Who It Is 14-15

Discussion Questions & Skill Practice – Key Point #4: Don’t Be Too Busy to Be Nice 16-17

Discussion Questions & Skill Practice – Key Point #5: Don’t Use Military Language on Civilians 18-19

Discussion Questions & Skill Practice – Key Point #6: Be Personally Accountable: Don’t Pass the Buck 20-21

Post-Program Quiz ~ Six Cardinal Rules of Customer Service 22-23

Before They Go 24

A Call to Action 25

Closing Words 26

Key Points 27-28

About Telephone Doctor, Inc. Customer Service Training

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

And now some legal stuff...

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The Goal of the Course: Six Cardinal Rules of Customer Service

Perception IS reality. The goal of this program is to: bring awareness of how six common customer service blunders dramatically impact the customer’s perception of how they are being treated.

Objectives:

In support of this goal, participants who have successfully completed this course will have demonstrated, through written, verbal, and/or Skill Practice exercises, the ability to:

• identify six common errors made by service providers

• list at least one effective strategy or technique for avoiding each of those errors; and

• identify how to set the stage for positive interactions.

The long-term value of this program creates a need to utilize the content in a variety of different uses. The following outline is based on a more traditional approach of showing the program in its entirety, then participating in discussions.

Additional uses include:

● One Key Point at a time during a staff meeting

● Use a single segment as a buy-in activity

● Individual Key Points can be used to add another dimension to other training

programs

Training Outline: Six Cardinal Rules of Customer Service

I. Introduction to the Topic (See “The Goal of the Course” on page 3) (3 min.)

A. State the goal of the course in your opening comments

B. Include the class objectives

II. Getting Acquainted (see “Before You Begin: Tips for Trainers” on pages 5-7) (15 min.)

A. Introduction of trainer

B. Use an icebreaker activity or buy-in activity

C. Administer the Pre-Program Quiz (pages 8-9)

III. View Program: Six Cardinal Rules of Customer Service (12 min.)

IV. Application of Key Points (45 min.)

For each Key Point:

♦ Ask the class discussion questions provided in the Leader’s Guide

♦ Have participants complete the accompanying Participant Workbook pages

♦ Optional: Use corresponding Skill Practices

V. Wrap Up (see “Before They Go” on page 24) (15 min)

A. Select method of review

B. Use a commitment activity

C. Hand out Desktop Reminder Cards

D. Ask participants to complete evaluation

NOTE: The normal total length of this class is approximately 90 minutes using the Key Point discussion questions only. For each Skill Practice activity included in the session, increase the total length of the class by approximately 10 minutes. For example, if using Skill Practices #1, 3 & 5, the total length of the class is approximately 2 hours. Depending on the time available and with some imagination, the training can be as short as only watching the program or extended to a full day session.

Before You Begin: Tips for Trainers

To help participants receive the maximum benefits from this course, here are some tips for success:

Assemble Learning Resources

■ Locate DVD program Six Cardinal Rules of Customer Service and companion CD that includes the PowerPoint presentation and Participant Workbook.

■ Using the PowerPoint Presentation and Participant Workbook for attendees will greatly enhance the training. (To customize your training materials, your organization logo may be inserted in the PowerPoint and Workbook.)

■ Desktop Reminder Cards for each participant will encourage behavior modification after the class.

■ You’ll need:

A flip chart, or white board and markers, or chalkboard and chalk.

Media equipment: TV with DVD player or computer with DVD drive, speakers and screen or wall.

Create a Comfortable Learning Atmosphere

■ Choose a comfortable, well-lit room with no distractions.

■ Arrange straight tables in a U-shaped set-up or use round tables. Either way, it is important that each participant be able to make eye contact with other participants.

■ Use name tents or name tags for participants.

■ Encourage note taking by using the Participant Workbooks or supply pencil and paper.

■ Introduce yourself. Give the participants a brief sketch of your background, your experience and how you relate to the training subject. The more comfortable the participants are with you, the more effective you will be in facilitating their learning.

■ Allow the participants to get comfortable with each other. Use self-introductions or icebreaking exercises to get the group relaxed.

1. The participants can use your introduction as a model, which will help them overcome any natural reluctance to talk about themselves.

2. Divide the class into groups of two. Give each pair of participants a few minutes to interview each other. Each one in turn introduces his or her partner to the group. This will speed the process of getting the participants to function as a group.

3. Multiple sources for icebreaker exercises exist. Bring your own or visit your favorite bookstore or local library for ideas.

■ Schedule breaks as needed.

Before You Begin: Tips for Trainers (Cont.)

■ Acquaint the participants with “housekeeping” items. Advise the participants regarding the important features of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.).

■ Establish clear goals. The specific learning objectives for this class are included in the Leader’s Guide (page 3). Keep in mind that the clearer the participants’ understanding of their objectives, the more likely it is that they will achieve those objectives.

Involve the Participants

■ The corresponding Participant Workbook provides a Pre-Program Quiz. This activity has a dual purpose. Use it as a pre-test or buy-in activity which sets the stage for immediate involvement. Reviewing the answers at the end of the training session is very effective to reinforce the new skills and techniques learned in this session.

■ Choose the segments of the program that best meet your needs. Decide the viewing method that works best (start/stop, all inclusive, minus the review segment, etc.).

■ When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions.

1. Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page.

2. Prior to class, instructor selects most pertinent questions to be completed during class.

3. Assign homework to participants to complete remaining questions.

■ Verify participant understanding by asking questions. They should do most of the work. Resist the urge to take over. Facilitate, but don’t dominate. Ask questions, coax answers, encourage give and take.

■ Encourage involvement of the participants by beginning questions with phrases such as:

“What did you think about that?”

“Tell me what you just saw.”

“How do you relate to that vignette?”

“That was interesting; what was your take on it?”

“What were your initial impressions?”

“How did that scene make you feel?”

Before You Begin: Tips for Trainers (Cont.)

Involve the Participants (Cont.)

■ Reduce participants’ apprehension by positively reinforcing their comments with statements such as:

“That’s interesting; tell me more about what you mean.”

“I hadn’t considered that angle yet.”

“Good point.”

“Okay, thanks for sharing that with us.”

“That’ll be one of the things we need to consider.”

“I really like your insight.”

“That’s sure a unique perspective. Who else has some ideas?”

■ Reward participants for their enthusiastic participation. Prizes are always coveted.

NOTE: Telephone Doctor encourages you to create your own Skill Practices for each Key Point to simulate issues specific to your organization.

Pre-Program Quiz ~ Six Cardinal Rules of Customer Service

Before watching the program Six Cardinal Rules of Customer Service, have the participants answer the questions below to the best of their ability. Review the answers as a group at the end of the training session.

1. Putting people ahead of paperwork

A. can get us way behind on the job.

B. shows a lack of organization.

C. is a must for good customer service.

2. If a customer needs help while you’re doing paperwork, you should

A. stop and give the customer your full attention.

B. ask the customer politely to wait until you’ve finished.

C. avoid wasting time by asking the customer to contact you at another time.

3. Handling a call as quickly as possible, even if you miss some information, is always better than taking too long to get the job done.

A. True

B. False

4. Which of the following is not a good technique to use with customers who are slow in getting to the point?

A. Find something to occupy yourself until they are finished talking.

B. Let the customers know you are interested in what they are saying.

C. Carefully redirect the customers back to the original purpose of the call.

5. Customers generally mirror the way they’re treated.

A. True

B. False

6. Short, one-word answers

A. are usually thought of as rude.

B. show you value the customer’s time.

C. are more efficient than long, detailed answers.

Pre-Program Quiz ~ Six Cardinal Rules of Customer Service (cont.)

7. A sense of humor can be detrimental on a business call, since it shows you don’t take your work seriously.

A. True

B. False

8. If you use technical terms and jargon when talking with customers, they

A. will certainly respect you.

B. will seldom challenge you.

C. might not understand and get confused.

9. It’s okay to let the customer know it’s not your department and someone else is responsible for the mistake.

A. True

B. False

10. Good manners are always a nice touch, but don’t have any real business value.

A. True

B. False

Discussion Questions – Key Point #1: People Before Paperwork:

Featuring Bob Sdrawkcab

1. Why is there a tendency to finish a paperwork task before talking with a customer or other visitor?

♦ Paperwork tasks tend to occupy our full attention.

♦ We like to finish one thing before we start another.

♦ It’s inconvenient to risk losing our place in a task and then have to start over.

Collect and discuss additional responses the participants may provide.

2. If you take time to complete paperwork or another task before serving a customer, what unspoken message(s) do you send?

♦ They’re less important than this paperwork.

♦ They’re interrupting my real work.

♦ I’m in control here, and I’ll decide when I help you.

3. Why is putting paperwork before people a backward approach to good customer service?

♦ The paperwork we’re doing is the direct result of the business our customers bring us. If there were no customers, there would be no paperwork.

♦ Customers are not an interruption of our work, they’re the reason for it.

4. Have you ever taken a “back seat” to someone else’s paperwork? How did it make you feel?

♦ Collect participant responses based on their experiences. During the discussion, point out that their responses are negative (e.g., angry, frustrated, insulted, unimportant, ignored, etc.)

5. How are people likely to respond if they’re treated this way?

♦ They might become angry or hostile.

♦ They might take their business elsewhere.

6. What are some ways you can help your organization put people before paperwork?

♦ Develop the habit of putting people before paperwork every time.

♦ Set good examples for your coworkers.

TELEPHONE DOCTOR® PRESCRIPTION:

1. Give the customer your complete attention.

2. Remember – the customer always comes before paperwork or any other task.

Skill Practice – Key Point #1: People Before Paperwork:

Featuring Bob Sdrawkcab

Facilitator Note: Please make sure everyone gets a chance to participate. There are no right or wrong answers in brainstorming, so encourage the participants to share whatever comes to mind, and spelling doesn’t count!

1. In this group exercise, start a discussion based on the importance of making a great first impression.

We get only one chance to make a first impression! Maybe four to six seconds on the telephone, and face-to-face meetings take about thirty seconds to form an impression–positive or negative. In these brief seconds, people form opinions about us based on our voices, mannerisms, appearance, body language and demeanor.

• Ask for three volunteers to write down the brainstorming topics on a flipchart or board.

Step 1: Office Distractions – list a few distractions that interfere with helping customers.

Step 2: Customers’ Impression – list the first impressions that customers might have of our business and staff pertaining to Step 1’s distractions.

Step 3: Based on the lists, what will we now say or do to make a better impression?

Discussion Questions – Key Point #2: Don’t Rush Your

Customer: Featuring Martha Rush

1. Think of a recent phone conversation you’ve had in which you felt the other party was trying to hurry you along. How did you feel? How did you deal with the other person?

♦ As you collect and discuss participant responses, emphasize how rushing through a call can make the customer feel threatened, inadequate and unwelcome.

2. If efficiency is supposed to be so important in business, what’s wrong with trying to handle a call as quickly as possible?

♦ Efficiency is great, but not if it means giving up effectiveness. Let’s face it – giving customers good service is the reason for our being at work. Doing a poor job quickly is no accomplishment.

3. In addition to poor customer service, what other undesirable situations can result from rushing a customer?

♦ You may misunderstand the customer’s meaning or need.

♦ You may fail to get important information. This will necessitate a second call, either from you or from the customer. If you don’t have time to handle the call right, when will you have time to do it over?

4. Have you ever taken a call from customers who seemed to take forever to get to the point? What did you do? In a situation like that, how can you get the needed information without making the customer feel rushed?

♦ Let the customers know you are interested in what they are saying.

♦ Carefully redirect the person back to the original purpose of the call.

Example:

“I’m glad you had such a good time on vacation, Mr. Adkins. Now that you’re back, how can I help you? What can I do for you?”

TELEPHONE DOCTOR® PRESCRIPTION:

1. Learn how to redirect calls.

2. Take time to get all the information.

3. Remember – avoid rushing your customers and coworkers.

Skill Practice – Key Point #2: Don’t Rush Your Customer:

Featuring Martha Rush

Facilitator Note: Complete the exercise below and have a group discussion.

1. Divide the participants into three teams: Ask each group to make a list of consequences that occur from rushing customers.

2. Compare the three teams’ responses and discuss. Look for common consequences.

3. What will your organization do to prevent from rushing your customers?

Discussion Questions – Key Point #3: Be Friendly BEFORE You

Know Who It Is: Featuring Marvin Mope

1. Have you ever made a call that was answered in a flat or dull tone, then heard the other party “brighten” up and become more personable after they recognized it’s you? What impression of the other party did you have? What was your impression of the organization?

A person who behaves this way is often seen as

♦ unprofessional – doesn’t give each customer the same high level of service;

♦ inconsistent – doesn’t do the best possible job on every call;

♦ disinterested – doesn’t like or enjoy the job.

As a result, the organization is seen as

♦ unappreciative – doesn’t respect its customers;

♦ arrogant – alienates potential clients;

♦ unfair – practices favoritism in dealing with its customers.

2. Some people answer the phone in such a tedious monotone that they sound like voice mail or an automated attendant, which many organizations now use. Have you ever made a call and mistaken the answering party for an automated attendant? How did you handle the situation?

♦ In discussing the participant responses, point out that the person answering a call sets the tone for the conversation. Customers tend to mirror the treatment they receive.

3. Has anyone ever mistaken you for an automated attendant? How can you prevent that from happening?

♦ The best way is to remember that your personality is one of the best tools you have for getting the customer service job done. Use your personality on every call.

TELEPHONE DOCTOR® PRESCRIPTION:

1. Treat all customers equally.

2. Use your personality.

3. Remember – customers mirror the way they’re treated.

Skill Practice – Key Point #3: Be Friendly BEFORE You Know

Who It Is: Featuring Marvin Mope

Facilitator Note: Complete the exercise below and have a group discussion.

1. Launch this activity by discussing the importance of making a positive first impression.

• Ask participants: How many seconds do you have to create a first impression in person?

(It takes approximately 30 seconds.)

• Ask participants: How many seconds do you have to create a first impression over the phone?

(It takes only 4-6 seconds!)

2. When you encounter a company representative in person, what negative behaviors affect a first impression?

Expect to hear responses such as

• Poor body language

• Monotone voice

• Lack of eye contact

• Distracted or disinterested

• Unprofessional or disheveled appearance

• Noisy or cluttered surroundings

3. When you encounter a company representative over the phone, what negative behaviors affect a first impression?

Expect to hear responses such as

• Monotone voice

• Lack of verbal feedback

• Unexplained silences

4. As a group, discuss some of the potential problem situations resulting from this kind of behavior. Include: damaging company image; adversely affecting company sales; making your individual job more difficult, since customers tend to mirror how they’re treated.

5. As the participants offer their ideas about why such behavior happens, focus the discussion on the idea that all customers deserve the same level of service—our very best. Your smallest customer might be your largest customer or advocate next year!

Discussion Questions – Key Point #4: Don’t Be Too Busy To Be

Nice: Featuring Bert Busy

1. The main problem with these behaviors, of course, is that they represent poor customer service. More specifically, though, what is likely to happen when customers are treated this way?

♦ If customers feel that you are too busy, they might feel intimidated or threatened. As a result, important information might be overlooked. This makes it unlikely that their needs will be met without additional calls.

♦ A short answer is most often an incomplete answer. If you take the time to ask and answer questions completely, you can handle everything in one call.

2. We all live in a fast-paced, busy world. Shouldn’t customers expect you to be busy and just be prepared for it?

♦ Remember, it’s a busy world for all of us. In all likelihood, your customers are as busy as you are. If they can take time to call you, the least you can do is take time to give them your best.

♦ Giving good customer service means it’s our job to adapt to the customer, not the other way around.

3. What is the busiest time on your job? What things can you do, especially at those times, to make certain your customers don’t find you “too busy” to be nice?

Allow the participants to describe their “peak” times, then focus the discussion on strategies and techniques. The list developed in the discussion should include:

♦ Don’t try to work on anything else while you’re on the phone. People who try to do two things at once usually don’t do either one very well.

♦ Turn away from your other work while you’re on the phone. Even a slight physical movement will help you remember to concentrate on the call and give the customer your full attention.

♦ Keep your sense of humor.

TELEPHONE DOCTOR® PRESCRIPTION:

1. Don’t give short, one-word answers.

2. Don’t be abrupt with customers or coworkers.

3. Keep your sense of humor.

4. Remember – we cannot do two things well at once.

Skill Practice – Key Point #4: Don’t Be Too Busy To Be Nice:

Featuring Bert Busy

Facilitator Note: This activity is based on the funny one-liner (often attributed to comedian Stephen Wright), which is deeper than it first seems.

“The early bird may get the worm, but the second mouse gets the cheese.”

1. Read the statement several times and divide the participants into two teams. Nominate one team to be “Early Birds” and the other team to be “Second Mouse.”

• Discuss what this statement means…

Sometimes being the “early bird” can give you an advantage. And sometimes the first mouse finds the trap; the second mouse gets the cheese.

• Give the teams 5-10 minutes each to develop a 60-second presentation as to why their strategy (“early bird” or “second mouse”) is best for your organization.

2. Encourage the teams to make use of the knowledge and the view of all team members in creating their presentations. Whether you are an “early bird” or the “second mouse,” please keep Bert’s motto in mind: “Don’t be too busy to be nice.”

3. Then ask a spokesperson from each team to debate their responses: “Early Bird” or “Second Mouse”—which is the most effective strategy for business? BOTH!

Discussion Questions – Key Point #5: Don’t Use Military

Language on Civilians: Featuring Joanie Jargon

1. Abbreviations, form numbers, part numbers, technical terms, and other “jargon” are a part of almost every job. So why shouldn’t you use them with customers?

♦ They may be part of your job, but they’re like a foreign language to your customer.

♦ Using jargon might result in the customer becoming

• intimidated,

• embarrassed,

• frustrated, or

• irritated.

2. Acronyms (words in which each letter stands for a separate word in a name, phrase, or title) can be especially troublesome. What unique problems do these pose?

♦ They can cause real misunderstanding, especially if the customer presumes you’re using the word in its normal way.

Example: YOU: (Referring to the “Shipment Invoice Number Sequence” form) “I’ll be happy to help you with that, Mr. Parker. Read me off your S.I.N.S.”

3. What might happen to a customer or new employees if we offer company jargon in our response to their questions?

• Confusion

• Mistakes and errors

• Delays

• Unhappy clients and coworkers

4. Encourage participants to provide alternatives or replacements that are as close to everyday language as possible. Emphasize that the simpler the replacements, the better alternative it is.

TELEPHONE DOCTOR® PRESCRIPTION:

1. Use easy, understandable words.

2. Avoid using company jargon on customers and new employees.

3. Explain unfamiliar words or terms.

Skill Practice – Key Point #5: Don’t Use Military Language On

Civilians: Featuring Joanie Jargon

Facilitators Note: Complete the exercise below, then have a group discussion to recap.

Every business has jargon, slang, technical terms, phrases and abbreviations to simplify internal forms and conversations.

1. In this exercise, divide the participants into several small groups (3-5 people). Set a 5-minute time limit.

• Ask each group to make a list on paper or in Participant Workbooks of your common company jargon and the definition for each term.

• Bring the groups back together and compare their answers.

• Did the groups have similar answers?

• Did everyone agree on the definitions?

• Discuss how customers or new employees feel when they experience company jargon.

• List replacements or easy alternatives for these expressions that customers would

understand better.

Discussion Questions – Key Point #6: Be Personally

Accountable, Don’t Pass the Buck: Featuring Buck Passer

1. Start a conversation on prior experiences when we, as customers, have experienced employees “passing the buck.” How did we feel about the treatment we received?

♦ My business must not matter to this company. I wonder if they treat others this same rude way.

♦ Seems that some employees have an attitude of “This issue isn’t part of my job description. I’ll transfer this call on to someone else.”

2. What are the ABCs of personal accountability?

• Accusing—“She did it!”

• Blaming—“Someone else did it.”

• Complaining—“Nobody does anything around here.”

3. What happens when customers don’t get answers and their issues or concerns aren’t addressed?

♦ Customers could take their business elsewhere and tell others about the negative treatment they received from your organization.

♦ Customers anticipate failure and conversations begin with frustrations.

♦ Situations are often escalated to management right from the start.

TELEPHONE DOCTOR® PRESCRIPTION:

1. Take ownership; be accountable and responsible.

2. Remember your ABCs – don’t accuse, blame or complain.

3. Always seek solutions and don’t be afraid to accept responsibility.

Skill Practice – Key Point #6: Don’t Pass the Buck: Featuring

Buck Passer

Facilitator Note: Complete the exercise below and have a group discussion to recap.

For this activity you’ll need

• a volunteer to list answers on a flip chart or board

• a dollar bill or paper play money

1. Assemble participants to stand in a large circle.

• Facilitator asks this question: “What phrases or characteristics are buck passers associated with?

• Participants attempt to answer this question or ‘pass the buck’ (the dollar bill) to another whose hand is raised. Keep passing until the answers stop or 10 minutes have passed.

Expect responses such as

• “I don’t know, I’m new here.”

• “I wasn’t here when that happened.”

• “Don’t know and don’t care.”

• “That’s not my job.”

• “Why don’t you call this number, maybe they can help?”

• “Let me transfer you to another department.”

• “I didn’t make a mistake, the shipping department did.”

• “Why should I apologize? It’s not my fault.”

• “But we’ve always done it this way!”

• “Every day it’s something new; I hate all these changes.”

2. Make a list of positive alternatives to prevent BUCK PASSING.

Post-Program Quiz ~ Six Cardinal Rules of Customer Service

1. What important lesson was learned from the first inductee, Bob Sdrawkcab?

A. Customer service doesn’t always add up.

B. Remember to say, “Have a nice day.”

C. Be sure to always put people before paperwork!

2. Completing your paperwork BEFORE serving a customer tells that customer that

they’re not as important as the project you’re working on.

A. True

B. False

3. In the second scenario, what is Martha’s last name and what cardinal rule did she break?

A. Her last name is RUSH and she rushes her customers.

B. Her last name is SPEED and she’s very efficient at handling problems.

C. Her last name is TOAST and she’s burning to help her customers.

D. Her last name is HUSH and she’s good at quieting down customers.

4. What happens when you rush your customers?

A. They appreciate your high level of efficiency.

B. Customers feel especially important to know how fast you’re working for them.

C. Customers might feel threatened and you could misunderstand the customer’s needs.

D. Customers understand you are busy and that you only have time to speak to family members.

5. Most people know to smile on the phone, but what added step was encouraged?

A. Always check your caller ID BEFORE answering.

B. Be friendly BEFORE you know who it is.

C. Let the call go to your voice mail.

D. Ask your coworker to take your calls when you’re having a bad day.

6. Marvin Mope was guilty of

A. showing how much he enjoys his work.

B. sounding mopey with customers and showing his personality only after he knew it was a friend on the phone.

C. displaying high energy on each and every call.

D. being a snappy dresser.

Post-Program Quiz ~ Six Cardinal Rules of Customer Service

(Cont.)

7. How important is using your personality on a business call?

A. You should save your good personality for the weekend. Customers expect a quick, efficient experience.

B. It’s overrated. People put way too much emphasis in using personality in business situations.

C. Very important! Your personality is one of the best tools you have for delivering excellent service to your customers.

D. Not important because it’s more efficient to be curt and boring.

8. What was the lesson we learned from Bert Busy’s segment?

A. Customers respect you when you’re busy with a lot of projects.

B. Don’t be too busy to be nice to customers.

C. If business is going well, there’s really no need for great customer service.

D. Having more than one phone on your desk allows you to serve twice as many customers.

9. It’s a good habit for you to handle a customer while also checking your emails.

A. True

B. False

10. How did Joanie Jargon intimidate and irritate her customers?

A. By threatening to close their accounts.

B. By placing them on hold for long periods of time.

C. By rushing her customers.

D. By confusing her customers with using internal company jargon and abbreviations.

11. What lesson was learned from Buck Passer?

A. To do the minimum.

B. Don’t pass counterfeit money.

C. Take ownership; be accountable and responsible.

D. Never laugh on a business call.

Before They Go

In order to reinforce the skills and techniques that have been addressed, choose one or more of these reinforcement options:

Suggested Methods of Review

▪ Discussion questions are provided in this Leader’s Guide for your use.

▪ The companion PowerPoint presentation is a useful way to reinforce the Key Points made during the course. Notice the Key Points are identical to Telephone Doctor® Prescriptions located throughout the Leader’s Guide and Participant Workbooks.

▪ After viewing the program, consider using the Pre-Program Quiz ~ Six Cardinal Rules of Customer Service as group discussion questions and evaluate the different responses.

For Continued 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.

▪ Hand out Telephone Doctor® Desktop Reminder Cards or the Key Points in the back of this guide. They provide participants with a quick reference of important Key Points discussed in the course. This enables participants to have an ongoing reminder of skills needed for improvement.

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( Topics were clear & easy to understand 1 2 3 4 5

( I will use these skills 1 2 3 4 5

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( Overall rating for this class 1 2 3 4 5

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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.

Consistency is key. Practice Six Cardinal Rules of Customer Service both in the workplace as well as at home.

What will you commit to change in 21 days? Which Six Cardinal Rules of Customer Service will be most challenging to you and how do you intend on making the change?

1.

2.

3.

PRACTICE, PRACTICE, PRACTICE and you’ll have more confidence!

It’s 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: Six Cardinal Rules of Customer Service

1. People Before Paperwork

♦ Give the customer or visitor your complete attention.

♦ Remember—the customer or visitor always comes before paperwork or any other task.

2. Don’t Rush Customers

♦ Learn how to redirect calls.

♦ Take time to get all the information.

♦ Remember—avoid rushing your customers and coworkers.

3. Be Friendly BEFORE You Know Who It Is

♦ Treat all customers equally.

♦ Use your personality.

♦ Remember—customers mirror the way they’re treated.

4. Don’t Be Too Busy To Be Nice

♦ Don’t give short, one-word answers.

♦ Don’t be abrupt with customers or coworkers.

♦ Keep your sense of humor.

5. Don’t Use Military Language on Civilians

♦ Use easy, understandable words.

♦ Avoid using company jargon on customers and new employees.

♦ Explain unfamiliar words or terms.

Key Points: Six Cardinal Rules of Customer Service

(Cont.)

6. Be Personally Accountable – Don’t Pass the Buck

♦ Take ownership; be accountable and responsible.

♦ Remember your ABCs – don’t accuse, blame or complain.

♦ Always seek solutions and don’t be afraid to accept responsibility.

-----------------------

Step 1 - Office Distractions

Response examples:

1- Working on computer

2- Talking on cell phone

3- Eating at desk

4- Multitasking

5- Filing or sorting

6- Texting

7- Visiting coworkers

Step 2 - Customers’ Impression

Response examples:

1- I’m invisible to you!

2- Huh, personal issues.

3- Breaks aren’t allowed?

4- Yes, another issue…

5- Am I interrupting you?

6- How rude!

7- Does anyone really work around here?

Step 3 - Will Now Say or Do

Response examples:

1- “Welcome, I’m Sue & you are?”

2- Break time is for cell use.

3- I’m hungry; I’ll wait for lunch.

4- “I’m Brian, let me help you.”

5- Look up & smile.

6- Never text during work hours.

7-“I’m Sue & this is Brian, how can we assist you today?”

REMEMBER: The customer always comes before paperwork.

REMEMBER: The customer always comes before paperwork or any other task.

REMEMBER: The customer always comes before the paperwork or any other task.

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CONSEQUENCES OF RUSHING CUSTOMERS

Example responses:

• Customers don’t feel important

• It’s perceived as rude and unfriendly

• Customers repeat their questions; call back for clarity

• They may feel threatened

• Staff may make assumptions without all the facts

• Sounds like we have more important tasks to perform

• Appears that we don’t care for our customers

• Customers will get upset and may ask for a supervisor

PLAN OF ATTACK TO AVOID RUSHING CUSTOMERS

List steps to take to conquer this customer service challenge.

REMEMBER: Avoid rushing your customers and coworkers.

REMEMBER: Remember – Avoid rushing your customers and coworkers.

.

REMEMBER: Customers mirror the way they’re treated.

SECOND MOUSE

Pros Cons

EARLY BIRDS

Pros Cons

REMEMBER: We cannot do two things well at once.

REMEMBER: Don’t rush customers.

REMEMBER: Avoid using company jargon on customers and new employees.

REMEMBER: Explain unfamiliar words or terms.

REMEMBER: Be personally accountable and responsible. Don’t accuse, blame or complain.

REMEMBER: Always seek solutions and don’t be afraid to accept responsibility.

.

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