are usually thought of as rude. show you value the customer’s time. are more efficient than long, detailed answers. Pre-Program Quiz ~ Six Cardinal Rules of Customer Service (cont.) 7. A sense of humor can be detrimental on a business call, since it shows you don’t take your work seriously. A. True B. False 8. If you use technical terms and jargon when talking with customers, they will certainly respect you. will seldom challenge you. might not understand and get confused. 9. It’s okay to let the customer know it’s not your department and someone else is responsible for the mistake. A. True B. False 10. Good manners are always a nice touch, but don’t have any real business value. True False
Discussion Questions – Key Point #1: People Before Busy Work: Featuring Bob Sdrawkcab 1. Why is there a tendency to finish a busy work task before talking with a customer or other visitor? ♦ Busy work tasks tend to occupy our full attention. ♦ We like to finish one thing before we start another. ♦ It’s inconvenient to risk losing our place in a task and then have to start over. Collect and discuss additional responses the participants may provide. 2. If you take time to complete busy work or another task before serving a customer, what unspoken message(s) do you send? ♦ They’re less important than this busy work. ♦ They’re interrupting my real work. ♦ I’m in control here, and I’ll decide when I help you. 3. Why is putting busy work before people a backward approach to good customer service? ♦ The busy work we’re doing is the direct result of the business our customers bring us. If there were no customers, there would be no busy work . ♦ Customers are not an interruption of our work, they’re the reason for it. 4. Have you ever taken a “back seat” to someone else’s busy work? How did it make you feel? ♦ Collect participant responses based on their experiences. During the discussion, point out that their responses are negative (e.g., angry, frustrated, insulted, unimportant, ignored, etc.) 5. How are people likely to respond if they’re treated this way? ♦ They might become angry or hostile. ♦ They might take their business elsewhere. 6. What are some ways you can help your organization put people before busy work? ♦ Develop the habit of putting people before busy work every time. ♦ Set good examples for your coworkers. TELEPHONE DOCTOR® PRESCRIPTION: 1. Give the customer your complete attention. 2. Remember – the customer always comes before busy work or any other task.
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 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.” Make a list of positive alternatives to prevent BUCK PASSING. Post-Program Quiz ~ Six Cardinal Rules of Customer Service