MMXII by Service Quality Institute

Service Quality Institute 9201 East Bloomington Freeway Minneapolis, MN 55420 USA

(952) 884-3311 (800) 548-0538 (952) 884-8901 Fax [email protected] www.customer-service.com www.johntschohl.com

Free: John Tschohl Customer Service Strategic E-mail Newsletter at www.customer-service.com

No part of this publication can be reproduced, stored in a retrieval system, or transmitted in any form or by any means: electronic, mechanical, photocopying, recording, or otherwise, without the expressed written permission of the publisher. 2

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Service Quality Institute clients who have purchased the Service First Video Library have permission to copy and edit this facilitator guide.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Table of Contents

PAGE INTRODUCTION Welcome 6 Program Design 7 Training Method 8 Practice Role-Play 9 Rules for Practice Role-Play 10 Observer's Role 11 Preparing for the Workshop 12 Seating Suggestions 13 Use of the Facilitator Guide 14 Optional Training Styles 15 Optional Training Tips 15 During the Meeting 15 The Program Organization/Methods of Implementation 17 Define Your Service Philosophy 19

DISCUSSION GUIDES Video 1 Your Key to Customer Satisfaction 22 Video 2 Teamwork Development 24 Video 3 Handling Complaints and the Irate Customer 26 Video 4 The Language of Positive Communication 28 Video 5 Effective Questioning and Listening 30 Video 6 Exceeding Customer Expectations 32 Video 7 Value-Added Service 34 Video 8 Effective Telephone Techniques 36 Video 9 The Art of Satisfying Customers 38 Video 10 Service Recovery 40 Video 11 Empowerment 42 Video 12 Total Quality Service 44

ANSWER SHEETS Video 1 Your Key to Customer Satisfaction 47 Video 2 Teamwork Development 48 Video 3 Handling Complaints and the Irate Customer 49 Video 4 The Language of Positive Communication 50 Video 5 Effective Questioning and Listening 51 Video 6 Exceeding Customer Expectations 52 Video 7 Value-Added Service 53 Video 8 Effective Telephone Techniques 54 Video 9 The Art of Satisfying Customers 55 Video 10 Service Recovery 56 Video 11 Empowerment 57 Video 12 Total Quality Service 59

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com POWERPOINT PRESENTATIONS Video 1 Your Key to Customer Satisfaction 61 Video 2 Teamwork Development 66 Video 3 Handling Complaints and the Irate Customer 70 Video 4 The Language of Positive Communication 74 Video 5 Effective Questioning and Listening 79 Video 6 Exceeding Customer Expectations 85 Video 7 Value-Added Service 91 Video 8 Effective Telephone Techniques 98 Video 9 The Art of Satisfying Customers 102 Video 10 Service Recovery 108 Video 11 Empowerment 114 Video 12 Total Quality Service 119

APPENDIX Sample Invitation, Notice or Memorandum 124 Service First Evaluation Form 125 Certificate of Accomplishment 126

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com WELCOME TO A CUSTOMER SERVICE EXPERIENCE

"SERVICE FIRST"

SERVICE FIRST is the Customer Service Training Video Library offered by Service Quality Institute – The Global Leader in Customer Service.

The key to total quality service is the orientation of all resources and people in a company working together to achieve customer satisfaction.

Service is a part of selling, warehousing, delivery, inventory, order selection, labor power, employee relations, adjustments, correspondence, billing, credit, finance and accounting, advertising, public relations, even maintenance and data processing. There is a service element in every activity performed by every employee which can ultimately have an impact on customer satisfaction.

A company is only as good as its employees. In today's competitive marketplace, there has never been a better time to enhance the service skills and job performance of all employees.

For more than two decades, Service Quality Institute has designed and produced video based customer service learning systems which have been successfully used by organizations around the world. Today, more than ever, companies both large and small seek cost effective and "easy to implement" quality service training for employees. In response to those needs, we are pleased to introduce the Service First Video Library.

The Service Quality Institute would appreciate any feedback you might have on the Service First Video Library and the discussion guides. Please forward such feedback to the address mentioned below.

Should you require any further information regarding Service Quality Institute and our Customer Service Training Programs please contact:

Service Quality Institute 9201 East Bloomington Freeway Minneapolis, MN 55420

Telephone: (952) 884-3311 / (800) 548-0538 Fax: (952) 884-8901 E-mail: [email protected] Web: www.customer-service.com www.johntschohl.com Free: John Tschohl Customer Service Strategic Newsletter at www.customer-service.com 6

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com PROGRAM DESIGN

The Service First Video Library is a video based learning system for use in many businesses. It teaches the skills needed to demonstrate Quality Customer Service at the front-line. Service First provides your employees the means to learn the basics of Customer Service:

 Teamwork development  Positive communication  How to handle irate customers  Self-esteem skills  Speaking  Listening  Keeping promises  Performing  Learning  Handling difficult situations

Service First will help to improve morale and interpersonal communications and reduce complaints.

The video series includes 12 videos, 13-18 minutes in length. Sessions can be 15 minutes in length or expanded up to an hour or more by using the discussion guide and PowerPoint presentation which accompanies each video. Videos can be passed from department to department, offering each department manager total flexibility in scheduling their training sessions. The Service First series is ideal for training new employees and is also excellent for self-study. It is available in English, Spanish, and Hebrew. Soon it will be available in Portuguese and Korean.

This Video Series is suitable for inexperienced facilitators who have lots of enthusiasm, peer respect, and a belief in superior service. It is recommended that the sessions be facilitated in order to gain maximum learning.

A private Internet address (www.customer-service.com/SFVLRegistration) has been included for your convenience to make additional copies of the discussion guides and answer sheets. If you have not been given the registration address, please write, fax, e-mail, or call Service Quality Institute to get the confidential code, which is only available to clients. The typing was done in Microsoft Word 7. Please ensure that the copies are of good quality. Contact Service Quality Institute if you have any problems loading the software. Phone (800) 548-0538 or (952) 884-3311.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com TRAINING METHOD

The best method is to use the videotapes and the training sessions in pre-structured workshops.

All training sessions are identically designed:

1. Introduction 2. Playing the videotape 3. Discussion of main messages 4. PowerPoint Presentations (optional) 5. Incorporate information relative to the surroundings and organizational goals 6. Question/Answer

When necessary, employees may be also allowed to watch the tapes by themselves, with no facilitator. In this way, the videotape becomes an innovative tool for training. It is especially effective for organizations that recruit new employees frequently and in small numbers.

The order of topics is not binding. The kit may be used flexibly in line with the special needs of the group and organization.

Size of the Group

As stated above, Service First may be used for individual training, training of small groups and of the entire organization.

What You'll Need

 Training room  Monitor and videotape player  Copies of discussion guides  PowerPoint projector and computer and screen or overhead projector and screen  Copy of the answer sheets  Optional: copies of Rules for Role Play and Observer's Checklist

Discussion guides to be used during the workshop are provided in this manual. The questions promote better assimilation of the skills and tools learned. It is advisable to prepare in advance copies of the guides for all participants.

The answer sheets are also provided at the end of this guide. They contain the answers for the questions asked. The proposed answers are based on the videotapes played during the sessions and provide the basis for facilitation. It is possible and desirable to expand the answers provided and find additional ones specifically suitable to organization and its daily life. 8

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Suggestions for an expanded workshop and experiential learning, utilizing role-plays, are provided on the next few pages. Enclosed is a very detailed leader guide to be used with a PowerPoint or overhead projector. It provides a step-by-step script for implementing Service First when you choose to use visuals to expand the impact.

If you choose to use overheads, you will need an overhead projector and screen. We encourage you to make copies of the overheads in color. The attention and retention will be higher.

PRACTICE ROLE PLAY

Practice role-plays can be used to emphasize the message being taught in the module. Role plays also allow participants the opportunity to practice the new technique(s) that is to be developed.

It is critical that the role play be as similar to reality as possible. Practice role-play situations can be developed:

1. Prior to the workshop  Request that each participant submit a situation relative to the topic being learned, prior to class. 2. During the workshop  Let the group decide on a situation during the workshop. 3. Leader driven  As leader, prepare a specific scenario prior to class (this may be a hot button at your organization or something you'd like to address in detail).

Suggestions for Practice Role Play

Option A  Directions:

Select two participants from the audience to "act" a specific situation. One acts as the customer and the other as the service provider. The service provider is to demonstrate the techniques and skills he/she has learned in the training session. The remaining participants act as observers. (Observation checklist is provided on page 10.)

Option B  Directions:

In groups of three, choose who will play the role of the customer, the service provider and the observer. The observer's job is to pay attention to how well the employee is providing service and working toward a win/win situation with the customer. (Observation checklist is provided on page 10.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com RULES FOR PRACTICE ROLE PLAY

Play it Straight

Encourage the role players to talk to each other as if in actual conversation. They should not make comments to the observers or describe what they would say. They should just say it.

No Interruptions

The observers and other team members should remain silent during an actual session.

Right to Stop

No one is forced to continue in a role play situation. A player can simply stop at any time. The session leader can also stop a role play (for example, if it is going off track, or is complete). No one else has the right to call a halt. This is to prevent premature critique sessions before the players have a chance to accomplish their objective.

Right to Conference

However, any role player or team member (i.e. anyone except an observer) may call for a conference. The purpose of a conference is to help the role player (or team) accomplish the objective.

Self-evaluation First

It is absolutely essential that the role players have the first opportunity to comment on their own performance. It is much more effective and desirable to acknowledge our own flaws than to hear about them from others.

Good News First

Every critique, even of oneself, should begin with what went well and proceed to "suggestions for improvement." In your role as facilitator, be sure there is always some good news and encouragement in every critique.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com OBSERVER'S ROLE

Using the observation note area below, record your observations during the role play. Be on the lookout for:

 Use of quality service techniques  How well the employee is listening to what is being said  What tone of voice and body language the employee is using  Use of closed or open-ended questions at appropriate time  How the employee showed empathy to the customer's situation  How professional and knowledgeable the employee was at solving the problem  Reaction to the problem…taking personal responsibility and not taking it personally

Observation Notes:

______

Be positive in giving feedback. Acknowledge what went well, and offer suggestions for ways that the service provider might have been more effective.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com PREPARING FOR THE WORKSHOP

Below is a summary of steps to follow for planning the effective implementation of Service First.

 Announce the workshop in written form with specific dates, time and place. Hand deliver the invitations if possible. A sample invitation is included in the appendix on page 125.

 Select a meeting room where the group will be comfortable and free from interruptions.

 Study the facilitator guide, video, and discussion guides prior to each session. As you review your facilitator guide, you should:  Read it before making any notes  Make your own notes on the facilitator guide itself  Use different colored pens or markers to highlight key points and transitions

 Secure a PowerPoint projector with computer or overhead project and screen or a flip chart easel with markers for use during the workshop.

 Have paper, pens, or pencils on hand for participants.

 Make sure you have enough discussion guides for everyone in attendance.

 Prepare evaluation forms that can be used at the end of each session or at the end of the twelfth session. This can be found in the appendix on page 126.

 Prepare Certificates of Accomplishment (appendix, page 128) prior to the twelfth session for distribution at the end of video twelve.

PowerPoint Presentations

You can make color or black and white overheads of the PowerPoint slides. Color is better. You can also use these with a PowerPoint projector and computer.

PowerPoint allows you to customize these slides to your organization. You can add your organization’s name. You can personalize the questions to your organization. Questions can be added.

The enclosed PowerPoint slides are designed to help you use another visual to maintain the attention and enthusiasm of Service First participants.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com The use of these visuals is optional. It will visually reinforce the concepts and skills you are teaching. Because of the location you are using to show the video and number of participants, the use of these visuals will not always be realistic.

SEATING SUGGESTIONS

Make certain that you have all of the course materials that are required for the session and enough for all of the participants.

The room in which training is conducted and how it is arranged has a significant impact in creating an atmosphere conducive to group learning. Service First should be conducted in a comfortable, well-ventilated room large enough to allow participants to stretch out a bit. Tables should be arranged to encourage participation and group discussion.

Audience of 3-7 Audience of 8-15 Audience of 16-30 participants participants participants

Audience Size

 5-10 participants is ideal for new facilitators  8-15 participants is the optimum size  16-30 participants is fine but requires experienced facilitators

Locate and test the audio-visual equipment that you will be using prior to each session. (If the equipment doesn’t work right, the session has little value.) Also, be sure you know how to operate the equipment and who to contact if you experience technical problems.

 TV monitors should be set 4 feet high.

 We encourage you to use PowerPoint or overheads for the sessions. Studies have show retention increases from 10 percent to 15 percent when visuals are added.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com  The distance of the audience from the screen should be no more than 6 times the width of the projected image. For example, if your image is 4 feet wide, the audience should be within 24 feet of the screen.  Make sure screen is high enough. Bottom should be at least 3 feet above the floor.

USE OF THE FACILITATOR GUIDE

This facilitator guide is a complete reference for conducting Service First. Ease of implementation is assured through the following format features:

 Scripting for each session is provided for you and is identified by passages of bold type.

 Answers, learning points, and directions are enclosed by parentheses and appear directly below the script/text. These examples are provided to lead the participants in the proposed direction only if they cannot generate ideas on their own. The facilitator guide also contains directions for a variety of exercises.

 Graphic symbols will flag activities. Key symbols will be found in the left-hand margin of the facilitator guide. These can be used as a visual reference. Key symbols are as follows:

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com OPTIONAL TRAINING STYLES

Instead of using overheads or PowerPoint, you may be more comfortable creating flip chart pages. It also may be the only realistic methods of implementing Service First. A positive to flip chart pages is that you create a visual of what is being learned by taping the pages around the room. You actually build the program as you go. This will serve as a continual reinforcement. Keep the pages for future groups you will be teaching.

OPTIONAL TRAINING TIPS

 Present little gifts of recognition to participants who volunteer or offer valuable inputs.

 Always call participants by their first name.

 Have name tags or name cards for participants if they come from a variety of work areas.

 Use your organization’s name as often as possible. Rephrase questions so they are more relevant to your organization.

 For those individuals that turn in their discussion guides, create an incentive item that is recognition based or have the participants fill out a form for a drawing to win a particular item.

 You can easily change the graphics on the discussion guides to include your organization.

DURING THE MEETING

As a meeting facilitator, you have three important responsibilities:

1. One is to guide the participants through the meeting in logical, orderly pattern ending with the accomplishment of the meeting’s purpose.

2. The second is to encourage, and get, participation when you and the group need and want it.

3. The third is to maintain control of the meeting… to keep it on track and on time.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Guide the Participants

The facilitator guide contains a script for the facilitator. The script helps you establish and adhere to an agenda for each session. As a structured approach to customer relations and customer service, each session is important. Don’t be tempted to take shortcuts or eliminate portions of the sessions. In fact, add relevant information or questions that participants will relate to.

If you are asked a question and you don’t know the answer, DO NOT make it up. Tell the group you will find out from the proper authority and report the answer at the next meeting.

Encourage Participation

If you don’t know all the participants on a first-name basis, be sure to review the list of those who are scheduled to attend. Ask the participants to make a name card when they arrive. Addressing the participants by their first names during the sessions establishes a friendly and non-threatening environment to group learning.

 Ask open-ended questions… that is, questions that can’t be answered with a yes or no. The questions in this facilitator guide are examples of such questions.

 Reinforce statements that are on-target with meeting objectives.

 When questions are asked of you, redirect them to the group or to the questioner.

 Use examples from your own personal experience to encourage the group to think along similar lines.

Maintain Control

Even the best facilitators will encounter problems from time to time. Whenever groups of people convene, group members will differ in personality, past experience, perceptions and purpose in attending. These differences mean that many needs will be addressed besides those that are built into the facilitator guide and schedule.

There may be challenging participants who prevent others from achieving the objectives of the course. The challenge for you is to progress with the material without alienating any of the participants or jeopardizing the positive climate you want to maintain through the course.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Here are some of the more familiar behaviors and what you can do:

 Disruptive, negative, challenging, critical comments. Ignore off-target remarks. Do not call attention to the behavior.

 Side conversations, wandering off the topic and the formation of small groups of friends or coworkers. Ask questions, of these individuals, specifically related to the task at hand.

 Participants stray from the main topic. Ask the group’s opinion as to whether or not a certain subject is on target or not with the agenda. Restate relevant points of the agenda when the discussion veers from objectives.

 Domination by one or more participants with personal stories and needs. When one person is dominating the discussion, thank them for their input and tactfully, but firmly, ask him/her to allow others to speak.

THE PROGRAM ORGANIZATION/METHODS OF IMPLEMENTATION

To achieve established goals, Service First should be conducted in a systematic organized way. Each video contains a different customer service topic.

Service First was divided into twelve sessions to give you a great deal of flexibility in adapting the program to a variety of scheduling requirements. For example:

1. Present one video each month for 12 months. 2. Present one video every two weeks for 24 weeks. 3. Present one video each week for 12 weeks. 4. Present one video each working day for 12 working days.

You can review in the sequence numbered or choose to cover videos that touch on subjects that urgently need to be covered.

Employees can also take the videos home with their discussion guide to hand in and review the next day. Inspect what you expect.

An employee can also take the video to a conference room by themselves, complete the discussion guide, and then review later that day with you.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Workshops can be 30 to 120 minutes long. It’s up to you or your organization to select the amount of time that will be made available. Ideally, we encourage you to spend at least one hour in each workshop.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com DEFINE YOUR SERVICE PHILOSOPHY

The Service First series was designed as a training tool to assist organizations with the training and development of their employees  to train employees to excel at service delivery.

Before you start using the video series, take time to discuss and put in writing the service philosophy of your organization. This philosophy can then be reflected in all training sessions on service excellence. The integration of this philosophy in the Service First workshops will help link the newly learned techniques and skills with daily life of the organization's culture.

The questions below are meant to help you formulate your organization's service philosophy.

1. What is our definition of service and exceptional service?

2. Which needs or problems require us to improve the service we provide?

3. In which areas or departments must we improve the service?

4. How should we handle complaints and angry customers, and who is authorized to handle them?

5. Is teamwork important for providing service?

6. Do we stress positive communication (verbal and non-verbal)? Why is that important?

7. How can we make sure we understand the customer's needs? How can we implement questioning and listening skills?

8. How is superior service delivered on the phone? What is the right way to answer the telephone?

9. How can we satisfy our customers?

10. How important is it for us that our people use their discretion when handling an angry customer? What are the limits on the authority?

11. How can we test and measure service performance? What shall we do with the results obtained?

12. What can we do to make the customer feel he/she is the most important thing for our company? How can we provide customers with value-added service?

13. What benefits do we stand to gain from improved service?

14. How would improved service affect the organization as a whole?

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com DISCUSSION GUIDES

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Service Quality Institute clients who have purchased the Service First Video Library have permission to copy the discussion guides and distribute to employees. You may also utilize the disc provided to ensure quality copies or to personalize them to your organization.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com

1 - Your Key to Customer Satisfaction

DISCUSSION GUIDE

1. What percentage of dissatisfied customers switch to a competitor because of poor service? Check the correct answer. ______20% ______30% ______40%

2. List five benefits to our organization if we can get customers to return more often. 1. 2. 3. 4. 5.

3. Identify the difference between internal and external customers.

4. Who are the people at work (internal customers) that count on you?

Copy this sheet and hand out to participants.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 1 - YOUR KEY TO CUSTOMER SATISFACTION

5. In order to provide quality service to both internal and external customers, which five principles must we practice every day? 1.

6. What are some of the reasons why you are important to the company?

ACTION PLAN

On a scale of 1 to 10, with 10 being the best, how would you rate the quality of service we provide to our customers? Circle one.

1 2 3 4 5 6 7 8 9 10

Make a list of five customer-service related issues or topics you would like to learn more about. 1. 2. 3. 4. 5.

NAME DEPT. SUPERVISOR/MANAGER ______DATE ATTENDED ______PARTICIPANT SIGNATURE ______

2 - Teamwork Development

DISCUSSION GUIDE

1. What is the definition of teamwork?

2. Work teams are important. What are some of the benefits of working as a team?

3. List the four things that are important to successful teamwork. 1. 2. 3. 4.

4. Are there any obstacles that prevent you or your team from performing successfully?

5. What are the four necessary teamwork practice skills? 1. 2. 3. 4.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 2 - TEAMWORK DEVELOPMENT SELF-ASSESSMENT

Are you a good team player? Ask yourself these questions: 1. Do you openly discuss work issues? Are you willing to seek others' help as well as give help to others?

2. Do you freely share information that might be helpful or useful to other team members?

3. Do you give credit where credit is due?

4. Do you know how to be both a leader and a follower in different team situations?

5. If there is conflict, can you deal with it openly and objectively?

6. Can you work collaboratively, not competitively? In other words, do you worry about "protecting our turf," or can you truly work toward accomplishing results?

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 3 - Handling Complaints and the Irate Customer

DISCUSSION GUIDE

1. Why should complaints be considered "opportunities"? ______

______

2. The average business only hears from 4% of its dissatisfied customers. What do the other 96% do?

______

3. What is the easiest type of complaint to resolve?

______

4. What are the four basic steps you should take when handling a specific problem?

1.______

2.______

3.______

4.______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 3 - HANDLING COMPLAINTS AND THE IRATE CUSTOMER

5. More complex problems require expanding on these four basic steps. Which other two skills are needed to diffuse difficult situations?

1.______

2.______

7. Handling irate customers can be a hard and stressing experience. How can we keep ourselves from taking it personally?

______

7. What must you do in order to be a "Class Act" every time?

C______A______

L______

A______C______

S______

S______T______

4 - The Language OF POSITIVE COMMUNICATION

DISCUSSION GUIDE

1. How quickly do you usually form a first impression of someone's attitude toward you? ______5 seconds (when you first see him/her) ______10 seconds (after his/her first word to you) ______30 seconds (after exchanging a few sentences)

2. What are some ways you can project a positive attitude?

______

3. What are the three forms of positive communication?

1.______

2.______

3.______

4. What percentage of total communication are spoken words, tone of voice, and body language? ______% spoken words ______% tone of voice ______% body language

5. Why is it so important to say "thank you" to customers and co-workers?

______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 4 - THE LANGUAGE OF POSITIVE COMMUNICATION

6. What are some ways you can communicate positively with our internal and external customers with words?

______

through tone of voice?

______

through body language?

______

SELF-ASSESSMENT

How would you describe the first impression you make on the feelings of our customers?

______

Do you think the impression you make on co-workers, family, or friends is different than the impression you make on customers? How is it similar or different?

______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 5 - Effective Questioning and Listening

DISCUSSION GUIDE

1. Which three steps should you use to determine customer needs?

1.______

2.______

3.______

2. Why is listening and questioning so important?

______

3. Explain why is it so important to confirm to the customer what we have understood that he is asking explaining, or requiring.

______

4. List the two types of questions described in the video.

1.______

2.______

5. How can you avoid letting your thoughts wander and make you loose concentration?

______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 5 - EFFECTIVE QUESTIONING AND LISTENING

SELF-ASSESSMENT

Improving your questioning and listening skills improves the level of quality service your customers receive. Complete the following:

1. Describe one example of a situation when you failed to listen.

______

What were the consequences?

______

2. How do you know when to focus on a customer instead of completing other job tasks?

______

3. Which steps can you take to become a better listener?

______

4. When should you ask questions?

______

6 - Exceeding Customer Expectations

DISCUSSION GUIDE

1. What are the three rules of exceeding customer expectations?

1.______

2.______

3.______

2. Whose job is it to provide professional, excellent service?

______

3. Co-workers are customers, too. What type of customers are they?

______

4. What happens when internal customers receive poor service?

______

5. What are some benefits of exceeding external customer expectations?

______

6. What are some benefits of exceeding internal customer expectations? ______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 6 - EXCEEDING CUSTOMER EXPECTATIONS

ACTION PLAN

Make a list of seven things you can do on the job to exceed external customer expectations.

1. ______

2. ______

3. ______

4. ______

5. ______

6. ______

7. ______

Make a list of seven things you can do on the job to exceed internal customer expectations.

1. ______

2. ______

3. ______

4. ______

5. ______

6. ______

7. ______

7 - Value-Added Service

DISCUSSION GUIDE

1. How do you decide when to focus on customer needs instead of completing other job tasks?

______

2. What is the difference between exceeding customer expectations and giving value- added service? ______

______

3. What are the two simple things you need to do to give value-added service?

1.______

2.______

4. Which other Service First skills can you use to help determine what value-added service may be appropriate for the customer?

______

5. What are some of the benefits of value-added service?

______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 7 - VALUE-ADDED SERVICE

ACTION PLAN

Make a list of five things you can do to give value-added service to your external customers.

1.______

2.______

3.______

4.______

5.______

Make a list of five things you can do to give value-added service to your internal customers.

1.______

2.______

3.______

4.______

5.______

8 - Effective Telephone Techniques

DISCUSSION GUIDE

1. What are the four key tactics which communicate quality over the telephone?

1.______

2.______

3.______

4.______

2. What are the seven telephone techniques to follow to ensure customer satisfaction?

1.______

2.______

3.______

4.______

5.______

6.______

7.______

3. Explain how self-talk helps you deal with difficult customers.

______

4. Which is worse, interrupting a face-to-face conversation or putting a customer on hold? ______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 8 - EFFECTIVE TELEPHONE TECHNIQUES

5. Effective telephone techniques can be an effective sales tool. Make a list of five ways you can use the telephone to increase customer satisfaction.

1.______

2.______

3.______

4.______

5.______

SELF-ASSESSMENT

How do you handle telephone calls now? What works for you?

______

Where could you improve your telephone techniques?

______

9 - The Art of Satisfying Customers

DISCUSSION GUIDE

1. What do the customers see our attitude towards service reflected in?

a.______

b.______

c.______

2. The art of satisfying customers is based on what?

______

3. What is the minimum requirement for satisfying customers?

______

4. List the four techniques you need to use to find out customer needs and expectations?

1.______

2.______

3.______

4.______

5. How does the competitive advantage generated by exceptional service benefit your business?

______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 9 - THE ART OF SATISFYING CUSTOMERS

6. How does the competitive advantage benefit you as an employee?

______

7. What kind of skills and attitudes define a professional?

______

SELF-ASSESSMENT

1. How well do you feel you know your job now?

______very well ______fairly well ______not too well ______just started, know very little

2. What are two or three areas in which you wish you had more training?

______

3. What can you do to learn more about the areas you identified above?

______

10 - Service Recovery

DISCUSSION GUIDE

1. What is service recovery?

______

2. What are the Triple "A" service recovery skills:

A:______

3. Why is it important to apologize for a problem, even if you are not personally to blame?

______

4. Why should you admit that a mistake has been made?

______

5. In your job, which actions can you take immediately to recover a service situation?

______

6. If service recovery is beyond your boundaries of authority, what should you do?

______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 10 - SERVICE RECOVERY

ROLE PLAY EXERCISES

Use your Triple “A” skills to work through the following role play scenarios. A = Apologize for the problem; A = Admit the mistake; A = Act immediately.

SELF-INSTRUCTION:

Write a short essay explaining how you would solve the problem presented. When finished, double check that you have used all three Triple “A” skills.

GROUP EXERCISE:

Divide the group into teams of two or three. One team member is the customer, one the service provider, and a third member is the observer. Team members choose a scenario, assign roles, and develop a script appropriate to the problem presented. It's the observer's job to make sure the Triple “A” skills are followed. The finished script may be practiced within the team only or presented to the group.

SCENARIO 1:

You are an employee for a dry cleaner/laundry service. An upset customer comes in with a shirt that has a small oil stain on the arm. The customer shows you a receipt that indicates the shirt had been laundered recently. How should you handle the situation?

SCENARIO 2:

You are an employee for a landscaping contractor. After working most of the morning setting in spruce trees in a backyard, the customer arrives home, visibly agitated, and informs you that the trees should be pines. How should you handle the situation?

11 - EMPOWERMENT

DISCUSSION GUIDE

1. Most Common Customer Service Complaints:

______

2. Guidelines for Quick Responses:

______

3. Pledge of Empowerment Action:

I, ______, agree to:

 Use sound judgment  Act within boundaries

I, ______, agree to reinforce and support empowered action through:

 Evaluation of responses  By providing feedback on actions

The management of this organization agrees to support empowered actions unless:

 It causes injury to another person, or  The action is illegal

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 11 - EMPOWERMENT

4. When is an empowered response to a customer situation appropriate? ______

______

5. What should you do when a customer solution is not within the boundaries of your authority?

______

6. Why may it be necessary to bend or break a rule when practicing empowerment?

______

7. How can empowerment obstacles be overcome?

______

12 - Total Quality Service

DISCUSSION GUIDE

1. What is total quality service?

______

2. List four things that are important to successful teamwork.

1.______

2.______

3.______

4.______

3. Describe the techniques you should use when dealing with complaints or irate customers. ______

______

4. Positive communication is composed of which three elements?

1.______

2.______

3.______

5. Which three skills are necessary to understand customer needs and expectations?

1.______

2.______

3.______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 12 - TOTAL QUALITY SERVICE

6. What are the benefits of exceeding customer expectations?

______

7. What are some of the qualities of a service professional?

______

SELF-ASSESSMENT

Which Service First session or sessions held the most value for you?

______

Where do you see yourself professionally in five years?

______

Which steps do you think you need to take to get there?

______

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com ANSWER SHEETS

1 - Your Key to Customer Satisfaction

1. What percentage of dissatisfied customers switch to a competitor because of poor service? Check the correct answer. The correct answer is 40% of dissatisfied customers switch to competition because of service.

2. List five benefits to our organization if we can get customers to return more often. Accept all answers. Benefits include:  increased sales  positive working experience  higher wages  positive word-of-mouth advertising  better benefits  fewer complaints

3. Identify the difference between internal and external customers. External customers buy a product or service. Internal customers are co-workers.

4. Who are the people at work (internal customers) that count on you? Accept all answers.

5. In order to provide quality service to both internal and external customers, what five principles must we practice every day? 1. Feel good about yourself 2. Practice habits of courtesy 3. Use positive communication 4. Listen and ask questions 5. Perform professionally

6. Mention 2 or more reasons why you are important to the company? Accept all answers.

ACTION PLAN Answers to the Action Plan will be as individualized as the participants completing it. General responses should indicate that the participants have listened to and understood the concepts presented in this training video. However, allow for creative and thoughtful responses.

As an option, and depending on your training style, you may choose to use the Action Plan as a group exercise. Form teams of three or four, and allow the teams to compile a master list. Fifteen to twenty minutes should allow sufficient time for completion. Have a representative from each team to present his or her list to the group.

2 – Teamwork Development

1. What is the definition of teamwork? The action or effort of people working together as a group.

2. What are some of the benefits of working as a team? General responses may include:  accomplish more  makes everyone's job easier  pleasant work environment  better able to satisfy customers  everyone works toward a common goal

3. List the four things that are important to successful teamwork. 1. objectivity 2. helpful criticism 3. active listening 4. support

4. Are there any obstacles that prevent you or your team from performing successfully? Accept all answers.

5. What are the four necessary teamwork practice skills? 1. define team goals 2. define team approach 3. define necessary skills 4. hold yourself accountable

SELF-ASSESSMENT Answers to the self-assessment will be as individualized as the participants completing it. General responses should indicate that the participants have listened to and understood the concepts presented in this training video. Allow for creative and thoughtful responses.

3 – Handling Complaints and the Irate Customer

1. Why should complaints be considered "opportunities"? Possible responses include: if we never hear about problems, we can't correct them, complaints offer important feedback, dissatisfied customers who don't complain don't return, complaints give an opportunity to make things right.

2. The average business only hears from 4% of its dissatisfied customers. What do the other 96% do? Not only they don’t return, but they tell 9 or 10 other people about the poor service they received. Result is poor word-of-mouth advertising.

3. What is the easiest type of complaint to resolve? A specific problem that can be easily traced or identified.

4. What are the four basic steps you should take when handling a specific problem? 1. focus on the problem 3. offer solutions or alternatives 2. take responsibility 4. say "thank you"

5. More complex problems require expanding on these four basic steps. What other two skills are needed to diffuse difficult situations? 1. don't become defensive 2. get help if necessary

6. Handling irate customers can be a hard and stressing experience. How can we keep ourselves from taking it personally? Use self-talk to maintain a positive attitude for the next customer.

7. What must you do in order to be a "Class Act"? C ourteous A pologize L isten A sk Questions C ontrol S oothe S olve T hank

4 - The Language OF POSITIVE COMMUNICATION

1. How quickly do you usually form a first impression of someone's attitude toward you? 5 seconds (when you first see him/her)

2. What are some ways you can project a positive attitude? Smiling, taking time to listen, use customer names, show respect, pride in work.

3. What are the three forms of positive communication? 1. Spoken words 2. Tone of voice 3. Body language

4. What percentage of total communication is spoken words, tone of voice, and body language? 7% spoken words 38% tone of voice 55% body language

5. Why is it so important to say "thank you" to customers and co-workers? It's polite; but more importantly, it communicates respect and courtesy.

6. What are some ways you can communicate positively with our internal and external customers with words? Possible responses include: use customer names, say "thank you", avoid whining, nagging, and complaining.

Through tone of voice? Possible responses include: smile, speak sincerely, speak at the same pace as the customer.

Through body language? Possible responses include: Make eye contact, maintain a friendly, alert position, duplicate like a mirror the customer’s posture.

SELF-ASSESSMENT Answer to the self-assessment will be as individualized as the participants completing it. General responses should indicate that the participants have listened to and understood the concept presented in this training video. Allow for creative responses.

5 – Effective Questioning and Listening

1. Which three steps should you use to determine customer needs? 1. Ask questions 2. Listen actively 3. Confirm understanding

2. Why is listening and questioning so important? Accept all answers, but primarily it is to find out customer's needs.

3. Explain the reason why it is so important to confirm to the customer what we have understood he is asking, explaining or requiring. Accept all answers. Confirming helps to avoid misunderstanding, and it signals to customers that employees are listening.

4. List the two types of questions described in the video. 1. Open-ended questions that look for broad and descriptive answers. 2. Closed questions that look for specific answers.

5. How can you avoid letting your thoughts wander and make you loose concentration? Accept all answers. Examples include: focus on customers, make eye contact, nod affirmation, ask questions, confirm understanding.

SELF-ASSESSMENT Answers to the self-assessment will be as individualized as the participants completing it. General responses should indicate that the participants have listened to and understood the concepts presented in this training video. However, allow for creative and thoughtful responses.

6 – Exceeding Customer Expectations

1. What are the three rules of exceeding customer expectations? 1. Treat others as you would like to be treated. 2. Make an extra effort. 3. Be positive, courteous, and respectful.

2. Whose job is it to provide professional, excellent service? It is everyone's job, regardless of title, status, or line of work.

3. Co-workers are customers, too. What type of customers are they? Internal customers.

4. What happens when internal customers receive poor service? External, or paying customers, also receive poor service.

5. What are some of the benefits of exceeding external customer expectations? Accept all answers. Examples may include: repeat business, customers return more frequently, referrals, improved market share, positive word-of-mouth.

6. What are some benefits of exceeding internal customer expectations? Accept all answers. Examples may include: improved internal communication, more pleasant working environment, improved attitude, dedication to teamwork, tasks are completed faster, improved reviews with possible raises and promotions.

As an option, and depending on your training style, you may choose to use the Action Plan as a group exercise. Form teams of three or four, and allow the teams to compile master lists. Fifteen to twenty minutes should allow sufficient time for completion. Have a representative from each team to present his or her lists to the group.

7 – Value-Added Service

1. How do you decide when to focus on customer needs instead of completing other job tasks? Serving the customer is the employee's job. Do unrelated job tasks after the customer has been served and satisfied.

2. What is the difference between exceeding customer expectations and giving value-added service? You can exceed expectations simply by doing more than the minimum. You give value-added service when you go beyond job requirements and offer unexpected service.

3. What are the two simple things you need to do to give value-added service? 1. Look for opportunities 2. Take action

4. What other Service First skills can you use to help determine what value-added service may be appropriate for the customer? Accept all answers. Specifically, listening, questioning, and professional performance help position an employee to recognize situations where value-added service must be offered.

5. What are some of the benefits of value-added service? Accept all answers. Examples may include: positive word-of-mouth advertising, delighted customers, a more positive working environment, increased market share, and the competitive advantage.

As an option, and depending on your training style, you may choose to use the Action Plan as a group exercise. Form teams of three or four, and allow teams to compile master lists. Fifteen to twenty minutes should allow sufficient time for completion. Have a representative from each team present his or her lists to the group.

8 – Effective Telephone Techniques

1. What are the four key tactics which communicate quality over the telephone? 1. warm, friendly tone 2. clear, even pace, similar to the one that each customer uses 3. careful listening 4. speak with a smile

2. What are the seven telephone techniques to follow to ensure customer satisfaction? 1. answer calls promptly 2. identify yourself and the organization 3. ask permission to put on hold 4. transfer carefully 5. take messages accurately/deliver promptly 6. let the caller hang up first 7. return calls promptly

3. Explain how self-talk helps you deal with difficult customers? Helps to put the problem into perspective so that we stay in a positive mood and are ready to serve the next customer. It's a reminder to respond professionally, to stay in control.

4. Which is worse, interrupting a face-to-face conversation or putting a customer on hold? Courtesy dictates that first come, first served. Respond professionally, asking the second to be served to please wait or hold. Offer callers a call back and call back promptly.

5. Effective telephone techniques can be an effective sales tool. Make a list of five ways you can use the telephone to increase customer satisfaction. Accept all answers. Examples may include: make follow-up calls to verify the level of satisfaction, offer appropriate and/or additional services, call to thank customers for their business, call to update customers on products, services, or order status, and call customers to schedule appointments.

SELF-ASSESSMENT Answer to the self-assessment will be as individualized as the participants completing it. General responses should indicate that the participants have listened to and understood the concepts presented in this training video. However, allow for creative and thoughtful responses.

9 - The Art of Satisfying Customers

1. What do customers see our attitude towards service reflected in?  body language  tone of voice  overall impression

2. The art of satisfying customers is based on what? Accept all answers. Essentially, using all the skills of Service First consistently and continually.

3. What is the minimum requirement for satisfying customers? Meeting needs and expectations.

4. List the four techniques you need to use to find out customer needs and expectations? 1. ask questions 2. listen actively 3. confirm understanding 4. offer solutions

5. How does the competitive advantage generated by exceptional service benefit your business? Accept all answers. Possible answers include: more and larger sales, better business reputation, loyal, repeat customers, word-of-mouth advertising, and improved feelings about your job or work.

6. How does this competitive advantage benefit you as an employee? Accept all answers. Possible responses include: feel better about job, improves performance, develops skills, stability, positive environment.

7. What kind of skills and attitudes define a professional? Accept all answers. Examples: prompt/efficient service, continual learning, doing a job right, understanding job responsibilities, improving skills, setting high standards, pride in a job well done.

10 – Service Recovery

1. What is service recovery? Accept all answers. General responses should include: making things right when they go wrong, or returning a negative situation to a normal state.

2. What are the Triple "A" service recovery skills: A: Apologize A: Admit the mistake A: Act immediately

3. Why is it important to apologize for a problem, even if you are not personally to blame? Customers want someone (the company) to take responsibility for a service problem, regardless of who is at fault.

4. Why should you admit that a mistake has been made? Admitting to a mistake can go a long way in generating goodwill while a problem is being corrected. It's a good indicator of an organization's willingness to make things right.

5. In your job, what actions can you take immediately to recover a service situation? Accept all answers that reflect legitimate alternatives for your organization or industry.

6. If service recovery is beyond your boundaries of authority, what should you do? Get in touch IMMEDIATELY with a supervisor or manager who can assist you.

RULES FOR ROLE PLAY  No one should be forced to role-play.  Encourage imagination and creativity.  Evaluate the solution, not the acting quality or writing ability of the participant.  Only those individuals involved in the role-play or the facilitator may interrupt or stop the role- play.

At the conclusion of team role-play, discuss:  What worked well during the role-play?  What would you do differently next time?

11 - EMPOWERMENT

NOTE TO MANAGER/SUPERVISOR: Your support and commitment are crucial to the success of an empowered workforce. Therefore, it is recommended that you draft an Empowerment Agreement with each employee personally and privately.

1. Most Common Customer Service Complaints: Define the most common customer complaints for your company or industry.

2. Guidelines for Quick Responses: Define boundaries in which the employee may take acceptable action to satisfy customers.

3. Pledge of Empowerment Action: I, ______, agree to:  Use sound judgment  Act within boundaries

Make sure the employee understands the concept of empowerment and his/her authority to exercise it. Ask the employee to sign his/her name on the line above.

I, ______, agree to reinforce and support empowerment action through:  Evaluation of responses  By providing feedback on actions

Manager or supervisor reassures employee of your support and commitment. Ask the employee to sign his/her name on the line above.

The management of this organization agrees to support empowered action unless:  It causes injury to another person, or  The action is illegal

Explain to the employee that empowerment will not be supported in the event of injury or illegal action. Reinforce the employee's responsibility to use sound judgment and act within their boundaries.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 11 - EMPOWERMENT

4. When is an empowered response to a customer situation appropriate? When problem solving, handling complaints, meeting needs or expectations, satisfying a customer, or service recovery.

5. What should you do when a customer solution is not within the boundaries of your authority? Find a person who can respond in an empowered manner.

6. Why may it be necessary to bend or break a rule when practicing empowerment? It may be necessary in order to satisfy a customer.

7. How can empowerment obstacles be overcome? General responses should include: management support/encouragement, communication on what works and what doesn't, flexible and expandable guidelines, working together to change rules and policies that hinder empowerment.

12 – Total Quality Service

1. What is total quality service? Possible responses: practice principles of Service First, exceptional customer service, customer satisfaction, whatever the customer says it is.

2. List four things that are important to successful teamwork. 1. objectivity 3. active listening 2. helpful criticism 4. support

3. What are some techniques to use when dealing with complaints or irate customers? Be courteous, anticipate complaints, listen, ask questions, show concern, focus on the problem, offer solutions/alternatives, take responsibility, say "thank you", get help if necessary, don't take it personally.

4. Positive communication is composed of which three elements? 1. spoken words 2. tone of voice 3. body language

5. Which three skills are necessary to understand customer needs and expectations? 1. listen 2. question 3. confirm understanding

6. What are the benefits of exceeding customer expectations? Possible responses include: repeat business, referrals, total quality service, improved market share, recognition, pleasant working environment.

7. What are some of the qualities of a service professional? General responses may include: pride in job, prompt/efficient service, continual learning, understand job responsibilities, improved skills, setting high standards.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com POWERPOINT PRESENTATIONS

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com VIDEO 1 Your Key to Customer Satisfaction

(Display visual #1 – Welcome to Service First  The KEY to Customer Satisfaction. You have the option of using overheads or PowerPoint slides. Greet each participant and thank him/her for coming.)

This is a tool that will help all of us learn how to more effectively master superior customer service skills and improve our own performance.

(Display visual #2 – Service First Objectives.)

We have several objectives that will be covered today.

 Help you to better understand what comprises your BEST;  Learn how to make sure your BEST is clear to others; and  Provide tools to help you reduce stress arising from conflict or negative situations.

(Display visual #3 – Going the DISTANCE.)

Let’s talk about going the DISTANCE… What kind of commitment does it take?

(Get feedback from several participants. Call on specific people if nobody volunteers. Wait at least 30 seconds before jumping in if nobody speaks up.)

(Display visual #4 – Quality Service.)

I would like to show the definition of Quality Service that we use in the Service First series.

Quality Service… Is defined as meeting and exceeding the customer’s intellectual and emotional needs and expectations; and then adding value.

(Ask the participants for some discussion and feedback on this definition.

Display visual #5 – What’s the Difference?)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com In our organization what’s the difference between:

 Poor Customer Service  Good Customer Service  Exceptional Customer Service

(Spend a few minutes on this discussion. If possible, get feedback from people who have not previously spoken. One of your objectives should be to get participation from 100 percent during this session. This increased learning and gets everyone emotionally

Display visual #6 – Our Goal.)

At (your organization’s name) Our Goal… Is to look at what we’re doing now and find better ways to deliver quality service to our customers.

How do you think this can help us?

(Get two to three responses before moving on. Be positive and enthusiastic. Keep everyone involved.

Display visual #7 – Who Are Our Customers?)

Let’s review Who Are Our Customers at (your organization’s name).

 Internal Customers  External Customers

First, let’s review our internal customers.

(The participants should be able to come up with several. Be prepared to list some of they get stuck.)

How about our external customers. Who are they?

(List several.

Display visual #8 – The Internal Customer.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Let’s focus for a minute on the internal customer.

In order for us to be a successful organization in service to our external customers, we must first serve each other. How do you feel about this?

(Get several responses. You want participation from as many people as possible.

Display visual #9 – Service First.)

Let’s take about 15 minutes and review the Service First video, Your Key to Customer Satisfaction. We will review the discussion guide after the video is over.

(When the video is over turn off the videoplayer and TV and distribute the discussion guides. Ask everyone to take a few minutes in order to complete them. Walk around the room as participants are completing the discussion guide to keep them focused on their answers. It can easily take 5 to 10 minutes for them to complete.)

Let’s look at question one.

What percentage of dissatisfied customers switch to a competitor because of poor service?

(40 percent of dissatisfied customers switch to competition because of service.)

How about question two. What are the five benefits to our organization if we can get customers to return more often?

Accept all answers. Benefits include:

 increased sales  higher wages  better benefits  positive working experience  positive word-of-mouth advertising  fewer complaints

How would you identify the difference between internal and external customers?

(You are looking for participation. Get several people involved. External customers buy a product or service. International customers are co-workers.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Take a moment with question four. List four people at work (internal customers) that count on you.

(Accept all answers. This should be a fun question and get everyone involved.)

In order for us to provide quality service, to both internal and external customers, let’s review question five and identify the five principles we must practice everyday.

(Solicit the correct answers from those who have not participated very much in the session.

1. Feel good about yourself 2. Practice habits of courtesy 3. Use positive communication 4. Listen and ask questions 5. Perform professionally

What are some of the reasons why you are important to the company?

(Solicit responses from several people. Get participants to put the answers on their discussion guides.

(Display visual #10 – What is our service score?)

What is our service score? On a scale of 1-10, with 10 being the best, how do we rate now?

(Get an answer from everyone.)

What can we do to rate even better?

(You should be able to come up with at least three to five suggestions from participants.

Action Plan: Answers to the Action Plan will be as individualized as the participants completing it. General responses should indicate that the participants have listened to and understood the concepts presented in the training video. However, allow for creative and thoughtful responses.

As an option, and depending on your training style, you may choose to use the Action Plan as a group exercise. Form teams of three or four, and allow the teams to compile a master list. Fifteen to twenty minutes should allow sufficient time for completion. Have a representative from each team to present his or her list to the group.)

I need your help for future Service First sessions. Please list five customer service related issues or topics you would like to learn more about.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com After you complete these, I will pick up your discussion guide sheets, review your topics and then return them to you within one to two days. Make sure your name, department, supervisor/manager, date attended and signature are on the sheet.

(Ideally, return them the next day. Make sure the customer issues or toics they want to learn about are covered in the following eleven sessions. Keep track of when and who participated.

Display visual #11 – Next Topic.)

We will review the next topic, Teamwork Development: Learn what it takes to be a good team member and team player, when we meet again.

Our next session will be held on (day of week and date) at (time) for (length of time).

Thank you for your participation today. I am counting on each of you to put the ideas you learned into action.

VIDEO 2 Teamwork Development

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #1 - Welcome to Service First  The KEY to Customer Satisfaction. You have the option of using overheads or PowerPoint slides. Great each participant and thank him/her for coming.)

Welcome to Service First  The KEY to Customer Satisfaction.

(Display visual #2 – Teamwork Development.)

Today we are going to discuss Teamwork Development – Steps to Successful Teamwork.

(Make a few comments on how important teamwork is.

Display visual #3 – Together Everyone Achieves More.)

Together Everyone Achieves More is the focus of today’s session. T E A M (Reinforce the need for teamwork.

Display visual #4 – Session Objectives.)

The Session Objectives are:

 Define teamwork  Determine benefits of working as a team  Discuss four things that are important to teamwork  Practice four teamwork skills

We will discuss these in greater detail after we watch the video.

(Display visual #5 – Service First Video Presentation.)

Let’s review the video, Teamwork Development. I am passing out a discussion guide that I would like each of you to complete after watching the video. I will collect these at the end of the training seminar today.

(Pass out the discussion guides and then turn on the video. 66

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com After the video is over, turn off the TV and rewind the video.)

Please take a few minutes to complete the discussion guide we passed out before we turned on the video.

(Give them 5 to 10 minutes to complete the discussion guide.

Display visual #6 – Definition of Teamwork.)

The definition of teamwork we use is, the action or effort of people working together as a group.

What were some of the definitions you came up with on question one?

(Get participation from several people

Display visual #7 – What are some of the benefits of working as a team?)

Let’s review question two. Work teams are important. What are some of the benefits of working as a team?

(General responses may include:

 Accomplish more  Make everyone’s job easier  Pleasant work environment  Better able to satisfy customers  Everyone works toward a common goal

This is a good opportunity to get everyone involved in the discussion. Never let 2 or 3 people dominate the discussion. You will always have 3 to 4 people who never volunteer and sit quietly in the class. For maximum results get everyone to participate. You will probably need to call the more quiet participants by name.)

Let’s discuss the four things in question three that are important to successful teamwork.

(Ask participants for these answers.

1. Objectivity 2. Helpful criticism 3. Active listening 67

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 4. Support

Encourage discussion.)

Let’s review question four. Are there any obstacles that prevent you or your team from performing successfully?

(Accept all answers. The more involvement and discussion you create will help change attitudes and behaviors.

Display visual #8 – Four Teamwork Practice Skills. Cover up the answers on the visual until you get responses from the participants. If you are using PowerPoint, only show the first graphic on the slide)

In summary, the correct answers are:

 Define team goals  Define team approach  Define necessary skills  Hold yourself accountable

(As you solicit participation, make sure you don’t always get the same 3 to 4 people. You want 100 percent participation.

Display visual #9 – Self-Assessment Exercise.)

Please turn to the Self-Assessment section of your discussion guide. I would like you to take 5 minutes to complete these six questions about yourself.

You can review your answers later this week to help you evaluate your own performance.

(Have them complete the six self-assessment questions.

Display visual #10 – Remember.)

Remember… In order for us to be a successful organization in service to our external customers, we must first serve each other.

(Make a few brief comments to reinforce the need for teamwork.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Display visual #11 – Next Topic.)

In our next video we will be discussing Handling Complaints and the Irate Customer. To many of us these problems can easily ruin our day.

Complaints are opportunities. You will learn how to use them at our next session.

Please turn in your discussion guides now. Make sure your name, department, supervisor/manager, date attended and signature is on the sheet. I will review and return them within a day.

(Keep a running list of sessions participants attend and the dates they attend.

Review their discussion guides. Make comments when appropriate and return them to participants within one day.)

Thank you for your participation. Let’s focus on now putting what we learned into action.

VIDEO 3 Handling Complaints and the Irate Customer

(Display #1 – Welcome to Service First  The KEY to Customer Satisfaction. You have the option of using overheads or PowerPoint slides. Great each participant and thank him/her for coming.)

Welcome to Service First  The KEY to Customer Satisfaction-

Display visual #2 – Handling Complaints and the Irate Customer.) 69

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Make a few comments on how important it is to learn this skill.

Display visual #3 – Session Objectives.)

Today’s session objectives are:

 Approach complaints as opportunities  Learn 3 basic steps to take when handling a problem  Learn how to diffuse difficult situations  Discuss the importance of not taking a complaint personally  Introduce you to the concepts of being a CLASS ACT

(After reviewing the session objectives, move to the next visual.

Display visual #4 – How comfortable are you in dealing with COMPLAINTS?)

How comfortable are you in dealing with COMPLAINTS?

(This is a subject that many people are uncomfortable with. Get some discussion going and then move forward. Display visual #5 – Video Presentation.)

In a moment we are going to watch the video presentation Handling Complaints and the Irate Customer. I am passing out a discussion guide that I would apprecite each of you completing after watching the video. At the end of today’s training seminar these will be collected.

(Distribute the discussion guides and then turn on the video.

After the video is over, turn off the TV and rewind the video.)

(Give them 5 to 10 minutes to complete the discussion guide.)

Display visual #6 – Question for Consideration.) 70

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Why should complaints be considered “opportunities”?

Let’s review question one on your discussion guide. What did you come up with?

(Have them write their responses on their discussion guides. Get responses from several participants. Call on individuals who have not participated previously. Possible responses include:

 If we never hear about problems, we can’t correct them  Complaints offer feedback  Dissatisfied customers who don’t complain don’t return  Complaints give an opportunity to make things right

In question two it said we only hear from 4% of our disatisfied customers. What do the other 96% do?

(Ask for feedback. You want to make sure everyone participates.

Display visual #7 – Think about yourself as a “customer”.)

Think about yourself as a “customer” for a moment and how you feel when you experience service that leaves you dissatisfied. Are you more likely to talk about your unsatisfactory experience than a positive experience? Probably.

(Have the participants relate to examples they experience in their daily lives. Get them to discuss situations that have impacted their lives during the preceeding few days. Get them emotionally involved.)

What is the easiest type of complaint to resolve?

A specific problem that can be easily traced or identified.

(One of the most frustrating parts of customer service is handling complaints. This should generate a lot of discussion.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com The participants should now review question four. Also show visual #8 - Basic Steps to Take When Handling a Specific Problem.)

 FOCUS on the PROBLEM  Take RESPONSIBILITY  OFFER SOLUTIONS or Alternatives  Say “THANK YOU”

(Have participants complete and review question five. Get responses from at least 3 to 4 participants. The more involvement the better. After they have completed writing down their answers, show visual #9 - Complex Problems Require Expanded Skills.)

 Don’t Become DEFENSIVE  Get HELP if Necessary

(Display visual #10 - Irate Customers Can Upset Us! Do not show the self-talk portion and hold up showing the last graphic on the slide if using PowerPoint until they have provided a few answers.)

Question six is important. How can we keep ourselves from taking it personally?

Let’s discuss how you use self-talk to maintain a positive attitude for the next customer or situation you encounter.

(You should be able to generate a lot of discussion about keeping yourself from taking it personally. The best facilitator will ask questions and “avoid” answering questions. Throw questions back to other participants to answer.

Have participants complete question seven and discuss CLASS ACT.)

(Display visual #11 – What to do to be a CLASS ACT. Cover up the answers until participants give them. With discussion and involvement you will reinforce the skills and be more effective at changing attitudes.

What to do to be a CLASS ACT

Courteous Apologize Listen Control Ask Questions Thank Soothe Solve

(Once again, get participants involved in discussing the eight CLASS ACT steps.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Display visual #12 – Next Topic.)

Next time we meet we will discuss The Language of Positive COMMUNICATION.

Please turn in your discussion guides now.

(Participants should fill in their name, department, supervisor or manager, date attended and signature. Keep a list of all participants to insure employees attend all twelve sessions.

You can collect these sheets, review them and return them to the participants. Try to return the discussion guides within one day. Review for involvement. What you inspect and measure will generate greater results.)

Thank you for your participation. I challenge you to put these skills into action.

VIDEO 4 The Language of Positive Communication

(Display visual #1 – Welcome to Service First  The KEY to Customer Satisfaction. You have the option of using overheads or PowerPoint slides. Great each participant and thank him/her for coming.)

(Display visual #2 – The Language of Positive Communication.)

Today we are discussing The Language of Positive Communication.

(Make a few brief comments about the importance of positive communication.)

(Display visual #3 – Session Objectives.) 73

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Let’s review the Session Objectives for today:

 Discuss the importance of first impressions  Look at ways we can project a positive attitude  Discuss three forms of positive communication  Emphasize the practice and impact of courtesy

(Display visual #4 – Video Presentation.)

In a moment we are going to watch the video presentation, The Language of Positive Communication. I am passing out a discusion guide that I would appreciate each of you completing after watching the video. At the end of today’s training seminar these will be collected.

(Pass out the discussion guides and then turn on the video. After the video is over, turn off the TV and rewind the video.)

(Display visual #5 – Question for Consideration.)

Please turn to question one on your discussion guide. How quickly do you usually form a first impression of someone’s attitude toward you?

Everyone that needs 30 seconds raise your hand. How about 10 seconds? How many choose 5 seconds?

The correct answer is 5 seconds.

(Most will have this answer. Few people realize that in a few seconds a customer can tell when someone is negative or indifferent.)

Let’s go to question two and review some of your responses as to how you can project a positive attitude?

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Some of the correct answers are:  Smiling  Taking time to listen  Use customer names  Show respect  Pride in work

As a facilitator, you need to get everyone to participate. It’s common for 2 to 3 people to dominate the discussion. Your responsibility is to get 100 percent participation.)

(Display visual #6 – Three Forms of Positive Communication. If using an overhead, cover up the percentages and show the correct answer after they respond to the question. If using PowerPoint, only advance the slide far enough to show the heading and the three forms of communication.)

What percentage of total communication are spoken words? How about the tone of voice? What about body language?

(The correct answers are:  Spoken Words 7%  Tone of Voice 38%  Body Language 55%

(Display visual #7 – COURTESY.)

As we look at COURTESY, let’s review Webster’s definition.

1. Courteous behavior; gracious politeness. 2. A polite helpful or considerate act or remark. 3. An act or usage intended to honor or compliment.

(Display visual #8 – How Do We Provide Courteous Service?)

How can we provide courteous service?

(This question should provide plenty of comments and suggestions.)

Why is it so important to say “thank you” to customers and co-workers?

(Get answers from at least 2 to 3 participants.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com It’s polite; but more importantly, it communicates respect and courtesy.)

Let’s go to question six. What are some ways you can communicate positively with our internal and external customers with words?

(Possible responses include:

 Use customer names  Say “thank you”  Avoid whining, nagging and complaining)

How about through tone of voice?

(Possible responses include:

 Smile  Speak sincerely  Speak at the same pace as the customer) What did you come up with for body language?

(Possible responses include:  Make eye contact  Maintain a friendly, alert position  Duplicate like a mirror the customer’s posture)

(Display visual #9 – Positive Communication Exercise.)

I would like to have all of us participate in a Positive Communication Exercise.

Please break into groups of two and practice your responses to the provided situations.

We also want you to identify which forms of positive communication you will use to BEST respond to each situation.

Situation #1: A fellow employee stayed late the night before to get you the information you needed for a 8:00 a.m. conference call with a customer.

Situation #2: A customer sent an e-mail asking for more information on a service or product you have. A phone number was also included with the e-mail.

Situation #3: A customer, you have never met nor previously talked to, has a problem. He doesn’t know how to access your support system to solve the problem and called you for help.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #10 – Self-Assessment Exercise.)

Let’s review the Self-Assessment questions.

How would you describe the first impression you make on the feelings of our customers?

(This is an opportunity to, once again, get the more reserved participants to open up and answer the question.)

Do you think the impression you make on co-workers or family or friends is different than the impression you make on customers?

How is it similar or different?

(Many people believe it’s different. If you are a warm, caring person with your family and friends, it will tend to be the same way with customers. Everyone should try to treat customers like family or their best friends.

(Display visual #11 – Quality Service Means…)

Quality Service Means… Showing courtesy to others by communicating in a positive manner.

(Display visual #12 – Remember…)

(Display visual #13 – Next Topic Will Be.)

During our next session, we will be reviewing the video, Effective Questioning and Listening: “Are you sure you heard what I said you asked when you asked what I meant when I answered your question?”

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Review their discussion guides. Make comments when appropriate and return them to participants within one day.)

Thank you for your participation today. Let’s work on immediately putting these new skills to work.

VIDEO 5 Effective Questioning and Listening

(Display visual #2 – Effective Questioning and Listening.)

Today we are going to discuss Effective Questioning and Listening.

(Make a few brief comments about how important it is to ask questions and listen.

(Display visual #3 – How do you know when someone is NOT listening to you?)

How do you know when someone is NOT listening to you?

(The participants will easily generate many signs of when someone is not listening. They will vary from body language, such as crossed arms, to poor eye contact. Get at least 4 to 5 responses.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #4 – How do you know when someone is listening to you?)

How do you know when someone is listening to you?

Get at least 3 to 4 responses from those who didn’t respond to the previous question.

(Display visual #5 – Tips on Active Listening.

Cover up the answers on the visual until the participants have mentioned most of these. If you are using PowerPoint, don’t advance to the next graphic on the slide.) Let’s review several tips on Active Listening.

 Focus on the speaker/eye contact  Listen completely before you respond  Repeat key phrases  Ask questions  Avoid letting thoughts wander

(Display visual #6 – Tips on Active Listening.)

 Let speaker know you are listening  Keep your mind open  Remove distractions  Don’t do other things

(Display visual #7 – Session Objectives.)

Let’s take a moment to review the Session Objectives for today.

 Discuss steps to take to determine a customer’s needs  Explore the difference between closed and open-ended questions  Discuss when you need to ask questions  Practice skills in active listening and asking questions

(Display visual #8 – Video Presentation: Effective Questioning and Listening.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com I am passing out the discussion guide for the video presentation Effective Questioning and Listening.

Please complete this after you watch the video. At the end of today’s training seminar it will be collected.

(Pass out the discussion guides and then turn on the video.)

Let’s discuss the first question on your discussion guide. Which three steps should you use to determine customer needs?

(Display visual #9 – Three Steps To Determine Customer Needs. Cover up the answers with a piece of paper until you get the answers. If you are using a PowerPoint projector, only show the first part of the slide.)

There are three steps to determine customer needs.

 Ask questions  Listen actively  Confirm understanding

In question two we ask why listening and questioning are so important. Let’s review what you come up with.

(Get feedback from 2 to 3 participants.)

Why is it important to confirm to the customer what you think they are asking?

(Accept all answers. Confirming helps to avoid misunderstanding and it signals to customers that employees are listening. Ask 2 to 3 participants for their answers.

As participants come up with correct answers show the answers on the visual.

List the two types of questions described in the video.

1. Open-ended questions that look for broad and descriptive answers. 80

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com 2. Closed questions that look for specific answers.

It’s important the participants understand the difference between these two. Display visual #10 – Key Words for Open Questions.)

Let’s review some key words for open questions. When asking questions there are some words you can use to look for broad and descriptive answers.

 When  How  Where  Why  Tell me  What

(Display visual #11 – Key Words for Closed Questions.)

Now let’s review some key words you can use for closed questions.

 Do  Are  Which  Does  Have  Or  Is  Has

These will help you look for more specific answers.

How can you avoid letting your thoughts wander and make you loose concentration?

(Look for a variety of answers. Examples may include:

 Focus on customers  Make eye contact  Nod affirmation  Ask questions  Confirm understanding)

Take a look at question one in the Self-Assessment section. Can several of you share an example of a situation when you failed to listen and the consequences? 81

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Ask 2 to 3 participants, who have not participated very much in this session, for examples.)

Go to question two. How do you know when to focus on a customer instead of completing other job tasks?

(Participants may disagree on the answer. Discussion and disagreement will help drive this concept more emotionally.) Let’s look at question three. What steps can you take to become a better listener?

(Go around the room and have everyone share one step they are going to take.)

How about question four. When should you ask questions?

(This question should generate easy participation.

Display visual #12 – Listening and asking question in a courteous and caring way.)

Listening and asking questions in a courteous and caring way can enhance the service we give to customers and co-workers and can strengthen our relationships with them.

(Display visual #13 – Testing Your Listening Skills.)

Let’s test your listening skills.

 Pick a partner One will be the “artist” and the other will be the “designer”  Sit back-to-back  Designer must describe a drawing to the artist with words only  Designer cannot show drawing to the artist  The artist cannot ask any questions  The artist is to draw an exact replica of the original drawing  You have 3 minutes… do not share your drawing with your partner

(After 3 minutes, stop the exercise. Allow time for everyone to discuss what they learned.)

What did you learn?

(Display visual #14 – The process of listening and asking questions.)

The process of listening and asking questions to determine what the drawing looked like is no different than listening AND asking questions to identify the needs of our customers.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Sometimes we are so busy thinking of our next questions that we don’t pay attention to the answer. Don’t ask questions unless you are genuinely interested in the answers.

(Display visual #15 – Communication is Meaningful when it is UNDERSTOOD.)

Communication is Meaningful when it is UNDERSTOOD

One way to be understood or to understand is to listen and ask questions.

(Display visual #16 – My Masterpiece.)

My masterpiece will be enhanced if I am a good listener and I ask questions so I can know what my customer needs.

(Get some discussion on this subject. For maximum impact all participants during this seminar need to be involved during the discussion.

Display visual #17 – Remember.)

(Display visual #18 – Next Topic.)

During our next session we will br reviewing the video Exceeding Customer Expectations.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Our next session will be held on (day of week and date) at (time) for (length of time).

Thank you for your participation. I challenge you to work at improving your questioning and listening skills, starting today. VIDEO 6 Exceeding Customer Expectations

(Display visual #1 - Welcome to Service First  The KEY to Customer Satisfaction. You have the option of using overheads or PowerPoint slides. Great each participant and thank him/her for coming.)

Welcome to Service First - The KEY to Customer Satisfaction.

(Display visual #2 - Exceeding Customer Expectations.)

Today we are going to discuss Exceeding Customer Expectations.

(Make a few comments and how important this is.

(Display visual #3 - Session Objectives.)

Let’s take a moment to review the Session Objectives for today:

 Look at the role of PROMISES  Review 3 rules of exceeding expectations  Review external effect of poor internal service  Discuss benefits of exceeding expectations

We will discuss these in greater detail as we move forward with today’s session.

(Display visual #4 – Has It Ever Happened To You?)

Has It Ever Happened To You?  When were your expectationse exceecded?  How did it feel?  How did it affect your perception of the service provider? 84

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (This should create a lot of discussion. Get at least 3 to 4 participants to give examples and express their feelings.

Display visual #5 – Promises, Promises, Promises.)

Have you ever heard Promises, Promises, Promises. Or, “I’ve heard that before.”

The promises we make and the promises we keep help to define our level of competence to those we serve.

(Get several participants to discuss what can be done to keep promises and the negative sequence of not delivering.

Display visual #6 – Doing Your Best.)

Doing your best is now always easy.

But, we know it’s good for you!

Consistently being the best leads to job satisfaction, pride and advancement.

(Discuss what they can do to always do their best. Ask, by name, those who have not volunteered so far today.

(Display visual #7 – Deliver on Promises and Commitments.)

We need to Deliver on Promises and Commitments. Think about what you promise, how you say it and how the promise may be interpreted by your customer.

(Take a few minutes and get some discussion going on this.

In a couple of minutes we are going to watch the video presentation, Exceeding Customer Expectations. I am first going to pass out a discussion guide that I want each of you to complete after watching the video. At the end of today’s training seminar these will be collected.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Pass out the discussion guides and then turn on the video.

Please take a few minutes to complete the discussion guide that was passed out before we turned on the video.

(Display visual #9 – Exceeding Customer Expectations. Cover up the answers with a sheet of paper until they have been given. If you are using a PowerPoint projector, don’t advance the graphic on the slide until the participants have provided the answers.)

What are the three rules for Exceeding Customer Expectations that are being asked in question one?

(Ask participants to give them to you:

 Treat others as you would like to be treated  Make an extra effort  Be positive, courteous, and respectful

As a facilitator, you will have greater impact with the training if you can get everyone to participate. Get at least three different participants to respond.

(Display visual #10 – Whose Job Is It?…)

Whose job is it to provide professional, excellent SERVICE?

(What did you put down for question two?

You want to make sure the participants overwhelmingly come up with EVERYONE. You should be able to use peer pressure to drive this message.)

Let’s look at question three. What type of customers are our co-workers?

(The answer is internal customers. Ideally, you have a mixture of participants from many different positions. For many employees, the focus on internal customers is very important.)

Let’s review question four. What happens when internal customers receive poor service?

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (External, or paying customers, also receive poor service.

Ask 2 to 3 participants for their opinions.

(Display visual #11 – What are the Benefits…)

What are the benefits you came up with in question five for exceeding expectations for our EXTERNAL customers?

(Accept all answers. Your objective is to get them to emotionally and intellectually focus on exceeding expectations.

 Repeat business  Customers return more frequently  Referrals  Improved market share  Positive word-of-mouth)

How about for our INTERNAL customers in question six?

(Accept all answers.

 Improved internal communication  More pleasant working environment  Improved attitude  Dedication to teamwork  Tasks are completed faster  Improved reviews with possible raises and promotions)

(Display visual #12 – Action Plan Exercise.)

Let’s have some fun. We have an action exercise I want you to get involved with.

 Break into groups of 3 to 4  Make a list of 7 things you can do on the job to exceed external customer expectations  Make a list of 7 things you can do on the job to exceed internal customer expectations  Report and share your ideas for consideration in everyone’s Action Plan

Let’s start.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Give them 5 minutes for each of the seven things. Walk around to make sure they are completing the action plan.)

Ok, let’s quickly go around the room and please share the things your group came up with that you can do on the job to exceed EXTERNAL customer expectations.

I would like to have each of you have at least 7 on your Action Plan before we leave today. (Go around the room and have everyone receive their 7 things.)

Now let’s review the list of things you can do to exceed INTERNAL custome expectations.

Again, let’s make sure you have at least 7 filled out on your Action Plan.

(Quickly go around the room and have each group review the 7 things they came up with.)

(Display visual #13 – It’s Important to Meet Your Customer’s Expectations…)

It’s important to meet your customer’s expectations, but there’s usually more that can and should be done to EXCEED those expectations.

Let’s go around the room and quickly review what these are.

(Get everyone to participate. This should only take a few minutes, but it’s well worth the time.

(Display visual #14 – Our Challenge…A New Standard.)

Our challenge in (your organization’s) is to create a new standard.

We should serve our customers by habit in such a way that they are DELIGHTED with the results.

(Ask participants what they can do to delight the customers.

(Display visual #15 – Going the DISTANCE.)

Going the DISTANCE requies us to challenge ourselves and to EXCEED current standards.

(Ask the group to discuss the benefits if everyone does this.

Display visual #16 – Remember...)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Remember… In order for us to be a successful organization in service to our external customers, we must first serve each other.

In our next session we will be discussing Value Added Service and Review of Customer Service Skill Topics.

Thank you for participating. With your enthusiasm and commitment you can exceed customer expectations.

VIDEO 7 Value-Added Service 89

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #1 – Welcome to Service First. You have the option of using overheads or PowerPoint slides. Great each participant and thank him/her for coming.)

(Display visual #2 – Value-Added Service.)

Today we are going to discuss value-added service.

(Make a few comments about how important this is.

 Discuss the difference between exceeding expectations and value-added service.  Identify at least 2 things we need to do to give value-added service.  Discuss the benefits of value-added service.  Review some SERVICE FIRST skills learned to date.

(Display visual #4 – Quality Service defined.)

Quality service is defined as meeting and exceeding the customer’s intellectual and emotional needs and expectations; and then adding value.

Let’s get some feedback on how this applies to our organization.

(Get at least 3 to 4 comments before moving on.

(Display visual #5 – Feel good about yourself.)

One of the key principals we will discuss in Service First is to feel good about yourself.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com You will be more productive and you will find your work to be more satisfying. Also, your positive attitude will be obvious to others.

(Ask participants for suggestions on how we can feel good about ourselves. Make sure you are not getting suggestions always from the same participants.

Display visual #6 – Practice Habits of Courtesy.)

Practicing habits of courtesy is the second major principal taught in Service First.

Using the words “please” and “thank you” is essential. Treat others as you would like to be treated.

How do you feel when these words are used with you?

(Ask 3 to 4 participants how they respond to employees who use these words with them.

(Display visual #7 – Listen and Ask Questions.)

The third principal to the Service First philosophy is to listen and ask questions.

We may best serve our customers if we know what they really want.

Can you give me some suggestions on how we can do this?

(Ask several participants to respond.

(Display visual #8 – Use Positive Communication.)

The fourth critical principal we need to master in Service First is use positive communication.

Do not become defensive and you will be capable of resolving situations and meeting your customer’s needs. Present yourself with a smile, eye contact, and with an alert and attentive posture.

How do we go about doing this?

(Ask for responses from 2 to 3 participants. Try to get new people to respond. Call them by name in order to get their participation.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #9 – Perform Professionally.)

The fifth principal in Service First we need to master is perform professionally.

This will instill confidence and trust in you by those who depend on you to do your job.

Can you offer me some suggestions on how we can perform more professionally?

(Ask 2 to 3 participants. Encourage involvement from all participants during this workshop.

(Display visual #10 – Opportunities.)

How many customers do we have?

There are numerous opportunities each day for us to display these skills.

(Ask at least 2 to 3 participants to respond.

(Display visual #11 – Moments of Truth.)

Moments of truth are situations when a customer makes a judgment about our service.

Negative = Poor service Neutral = Expected service Positive= Expected service exceeded

Let’s go around the room and each of you share one moment of truth you have experienced in the last 24 hours.

(Quickly get everyone to participate.

Display visual #12 – Moments of Truth.)

You are in control of the outcome with moments of truth. The results of each customer interaction are determined by YOUR efforts.

(Ask for examples of efforts they have control over. 92

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Display visual #13 – Want Ad Exercise.)

I would like you to break into teams of three and write a want ad for a customer service oriented employee. Be prepared to share your ad with all of us.

(Ask them to write the ad on the discussion guide or provide a separate sheet for them to write on with the heading:

Want Ad Recruit a Customer Service Oriented Employee

This will be a fun exercise. You will get lots of participation. Have each group share their ad with the entire group. If possible, add a gift or incentive, like a free pizza for the group with the best ad.

Display visual #14 – Video Presentation.)

In a couple of minutes, we are going to watch the video presentation, Value-Added Service. First, I am going to pass out a discussion guide that I would like each of you to complete after watching the video. At the end of today’s training seminar these will be collected.

(Pass out the discussion guides and then turn on the video.

Let’s review question one. How do you know when to focus on customer needs instead of completing other job tasks?

(Servicing the customer is the employee’s job. Do unrelated job tasks after the customer has been served and satisfied. These are some of the answers you should be able to get.

Display visual #15 – Exceeding Expectations versus Value-Added Service. Cover up with a piece of paper the answers on the overhead until you receive them from the participants. If you are using PowerPoint, don’t advance to the next graphic on the slide.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com What did you put down for question two? What’s the difference between exceeding customer expectations and giving value-added service?

(Ask for answers. Once you have received several responses display the balance of the overhead.)

You can exceed expectations simply by doing more than the minimum.

You give value-added service when you go beyond job requirements and offer unexpected service.

(Display visual #16 – What do I need to do? Cover up the answers until the participants have given them. If using PowerPoint, don’t advance to the next graphic on the slide.)

Let’s look at question three. What are two simple things you need to do to give value-added service?

(Show the balance of the overhead. The correct answers are:

1. Look for opportunities 2. Take action

Display visual #17 – What other skills can we use?)

Let’s review question four. What other Service First skills can you use to help determine what value-added service may be appropriate for the customer?

(Ask for 2 to 3 responses. Make sure during the training that all participants are involved in the discussion. Accept all answers. Specifically listening, questioning, and professional performance help position an employee to recognize situations where value-added service must be offered.

Display visual #18 – What are the Benefits? Cover up the answer until discussion is complete. If using PowerPoint, only show the first graphic on the slide.)

What are some of the benefits of value-added service?

(Don’t show the answer until the discussion is complete.)

Providing value-added service contributes to the success of an organization. This is really what most of you just said.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #19 – What’s your action plan?)

Please break into small groups and complete the discussion guide Action Plan asking you to list five things we can do to give value-added service to our external customers.

When you are done, please also identify five things you can give to your internal customers.

(Display visual #20 – Quality Service defined.)

Quality service is defined as meeting and exceeding the customer’s intellectual and emotional needs and expectations; and then adding value.

(Ask for 1 or 2 examples of this.

Display visual #21 – Moments of Truth.)

Moments of truth are customer interactions that create positive value and fulfill our goal of quality service.

Negative outcome = Negative value Neutral outcome = Neutral or zero value Positive outcome = Positive value

Value-added service is a continual focus applied to every customer interaction. We must focus on providing quality service all of the time; doing it right the first time around.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #24 – Next Topic Will Be.)

In our next session we will be discussing Effective Telephone Techniques.

VIDEO 8 Effective Telephone Techniques

(Display visual #1 – Welcome to Service First. You have the option of using overheads or PowerPoint slides. Great each participant and thank him/her for coming.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #2 – Today’s Topic.)

Today’s topic is Effective Telephone Techniques.

Let’s review the Session Objectives for today:

 Discuss 4 tactics that communicate QUALITY over the telephone.  Identify 7 telephone techniques to ensure customer satisfaction.  Look at how self-talk can help us to stay in control of difficult situations.  Review a number of Quality Service Tips.

(Display visual #4 – Quality Service at every Opportunity.)

Quality service includes those times when we are interacting with a customer over the telephone.

(Display visual #5 – What Are Your Expectations?)

What are your expectations when you call to get someone to get something done?

(Get 2 to 3 responses for participants.) Don’t you think others expect the same in return?

(Ask for several responses. Common sense should prevail with the answers.

Display visual #6 – Service First Video Presentation.)

In a couple of minutes we are going to watch the video presentation, Effective Telephone Techniques. I am first going to pass out a discussion guide that I would like each of you to complete after watching the video. At the end of today’s training seminar these will be collected.

(Pass out the discussion guides and then turn on the video. After the video is over, turn off the TV and rewind the video.) 97

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Please take a few minutes to complete the discussion guide passed out before we turned on the video.

(Display visual #7 – Four Key Tactics. Cover up the answers or don’t advance slide until the participants have given them.)

Let’s review question one. What are the four key tactics, which communicate quality over the telephone?

(After the answers are given, uncover the balance of the overhead or move to the next graphic on the PowerPoint slide. Try to get a response from four different people.

The four key tactics are:

 Warm, friendly tone  Clear, even pace  Careful listening  Speak with a smile

(Display visual #8 – Seven Techniques to Follow.)

What are the seven telephone techniques we need to follow to insure customer satisfaction that is asked for in question two? (Ideally, you would want seven different participants to provide the techniques. Don’t show the answers until participants have listed them. Ask them to write in the correct answers on question two.)

Let’s summarize the seven techniques.

1. Answer calls promptly 2. Identify yourself and the organization 3. Ask permission to put on hold 4. Transfer carefully 5. Take messages accurately and delivery promptly 6. Let the caller hang up first 7. Return calls promptly

Please look at question three. How can you use self-talk to help you deal with different callers?

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (This is where the participants pat themselves on the back, and give themselves recognition for a job well done. Self-talk helps to put the problem into perspective so that we stay in a positive mood and are ready to serve the next customer. It’s a reminder to respond professionally, to stay in control. Get responses from 2 to 3 participants.)

What did you put down for question four? Which is worse, interrupting a face-to-face conversation or putting a caller on hold.

(Courtesy dictates that first come, first served. Respond professionally, asking the second to be served to please wait or hold. Offer callers a call back and call back promptly.

Ask for responses from at least 3 participants.

Display visual #9 – Self-Assessment.)

Let’s review the Self-Assessment on yourself and discuss how you apply today’s topic to your work.

(Display visual #10 – Summary.)

How do you handle telephone calls now? What works for you?

(Wait for several responses. You are looking for answers based on the video.)

Where could you improve your telephone techniques? What did you list?

(Review their answers. General responses should indicate that the participants have listened to and understood the concepts presented in this training video. Allow for creative and thoughtful responses.)

Let’s review some of things we learned today.

 Providing Quality Service at every opportunity includes telephone communications  4 key tactics that communicate quality over the telephone  7 techniques to ensure customer satisfaction

(Display visual #11 – Keep in mind…)

In order for us to be a successful organization in serving the needs of our external customers, we must first be successful in serving each other. 99

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #12 – Next Service First Topic.)

In our next session we will be discussing The Art Of Satisfying Customers.

Thank you for your participation. Let’s focus on now putting what we learned about Effective Telephone Techniques into action.

VIDEO 9 The Art of Satisfying customers

(Display visual #2 – The Art of Satisfying Customers.)

Today we are going to discuss The Art of Satisfying Customers.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #3 – Session Objectives.)

 Review previous session topics  Review techniques to find out customer needs and expectations  Discuss benefits of a “competitive advantage”  Define skills and attitudes of a “professional”  Practice what we’ve learned

(Display visual #4 – Your Key to Customer Satisfaction.)

In Session One, Your Key to Customer Satisfaction, we reviewed:

 The foundation for exceptional service that includes the five principles of Service First.  Defining Quality Service.  Becoming committed to the process. (Display visual #5 – Teamwork Development.)

In Session Two, on Teamwork Development, we reviewed cooperation between employees does impact the customer service level.

(Display visual #6 – Handling complaints and the irate Customer.)

In Session Three, we reviewed Handling complaints and the irate Customer.

 Complaints viewed as opportunities  Importance of not becoming defensive and not taking it personally  Take ownership of complaints brought to our attention

(Display visual #7 – The Language of Positive Communication.)

The Language of Positive Communication was discussed in Session Four.

 Eliminating negative communication habits  Importance of first impressions 101

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com  The role of a positive attitude  The importance of COURTESY

(Display visual #8 – Effective Questioning and Listening.)

We reviewed Effective Questioning and Listening in Session Five.

These skills can define our customer’s needs so we can meet their expectations.

(Display visual #9 – Exceeding Customer Expectations.)

In Session Six we reviewed Exceeding Customer Expectations.

 There is high value in exceeding the normal or expected standard of performance  Requires extra effort… setting a new standard… doing our BEST  It is important to our customers that we keep our promises

Value-Added Service was discussed in Session Seven.

 Adding customer value to our existing levels of service  Look for opportunities to provide the unexpected  Providing positive “moments of truth” for our customers

(Display visual #11 – Effective Telephone Techniques.)

In Session Eight we discussed Effective Telephone Techniques.

Transfer skills learned earlier to the use of the telephone, fax, and voice mail.

(Display visual #12 – We Have Become Artists in Customer Service Skills.)

During the last eight sessions we have become artists in customer service skills.

Customer service is an art, a skill that all of us need to master so we can improve our effectiveness.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #13 – Video Presentation.)

In a moment we are going to watch the video presentation, The Art of Satisfying Customers. I am first going to pass out a discussion guide that I would like each of you to complete after watching the video. At the end of today’s training seminar these will be collected.

(Pass out the discussion guides and then turn on the video.

(Give them 5 to 10 minutes to complete the discussion guide. Cover up the answers on the overhead until the participants have given them. If using PowerPoint, hold off before advancing to the next graphic on the slide.

Display visual #14 – A Customer Service Attitude.)

Let’s review question one. How is a service attitude reflected?

(Ask for responses. After you have gotten them, then display the balance of the overhead or advance the graphic on the PowerPoint slide.)

The service attitude is reflected in:

 Body language  Tone of voice  Overall impression

What did you come up with for question two, what is the art of satisfying customers based on?

(Accept all answers. Essentially, using all the skills of Service First consistently and continually.)

What is the minimum requirement for satisfying customers?

(Ask for feedback from several participants. You are looking for answers that reflect meeting needs and expectations.

Display visual #15 – Four Key Techniques. Cover up the answers or don’t advance the PowerPoint slide until the participants have given the answers.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Let’s review your answers in question four for the four techniques you need to use to find out customer needs and expectations.

(After the participants have given you the answers, display the balance of the overhead or advance the PowerPoint slide to the next graphic.)

You did a great job. The four key techniques are:

 Ask questions  Listen actively  Confirm understanding  Offer solutions

(Display visual #16 – Competitive Advantage Benefit.)

What did you come up with for question five? How does the competitive advantage benefit a business?

(Get at least 3 to 4 responses. Possible answers include: more and larger sales, better business reputation, loyal, repeat customers, word-of-mouth advertising, and improved feelings about your job or work.)

How does the competitive advantage benefit you as an employee? What did you put down for question six?

(It’s best if you get responses from several participants. Make sure everyone is involved. Possible answers are: feel better about job, improves performance, develops skills, stability, and positive environment.)

Let’s review question seven. What kind of skills and attitudes define a professional?

(After you get 5 to 6 responses,

display visual #17 – Professional Skills and Attitudes.)

Let’s summarize the Professional Skills and Attitudes you came up with.

 Prompt/efficient service 104

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com  Continual learning  Doing a job right  Understanding job responsibilities  Improving skills  Setting high standards  Price in a job well done… and more

(Display visual #18 – Self-Assessment.)

Please turn to the Self-Assessment section of your discussion guide.

What did you put down for question one, how well do you know your job now?

(Ask everyone to participate. Move quickly to get everyone’s response.)

What are the two or three areas in which you had more training? What did you put down for self-assessment question two?

(Ask everyone to respond. Type up the answers after you have collected the discussion guides. Share this information with management.)

How about question three. What can you do to learn about the areas you identified above?

(Encourage self-study and the attending of additional training programs. Learning is a life long process.

Display visual #19 – Let’s Keep in Mind…)

Let’s Keep in Mind… in order for us to be a successful organization in serving the needs of our external customers, we must first be successful in serving each other.

(Display visual #20 – Next Service First Topic.)

In our next session, we will be discussing Service Recovery.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Please turn in your discussion guides now. Make sure your name, department, supervisor/manager, date attended and signature is on the sheet. I will review and return them within a day.

Thank you for your participation. Let’s focus on now putting what we learned about The Art of Satisfying Customers into action.

VIDEO 10 Service Recovery

(Display visual #2 – Today’s Topic.)

Today we are going to cover Service Recovery. This could be one of the most important skills we can learn.

Let’s review the Session Objectives for today.

 Discuss the challenges of being empathetic  Discuss the concept and application of “service recovery”  Introduce the “Triple A” service recovery skills 106

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com We will discuss these in greater detail after we watch the video.

(Display visual #4 – How the customer perceives the situation…)

How the customer perceives she situation… is their REALITY.

Can you share some personal experiences that reinforce this?

(Ask 2 to 3 participants for personal experiences.

Display visual #5 – Empathy.)

Empathy is looking at things from the customer’s point of view.

Promotes an empathetic, courteous, win/win attitude in our approach to our customers’ needs.

How do we discipline ourselves to do this?

(Ask for 2 to 3 responses. Don’t allow 3 or 4 participants to dominate the session.

Display visual #6 – The Challenge.)

The challenge with service recovery is no matter how hard we try, someone will be dissatisfied. We need to:

 Listen with interest  Apologize without blame  Explain reasons for the problem  Do not become defensive  Leave a positive impression on the customer

How do we discipline ourselves to consistently use these skills?

(Solicit responses from several participants.

Display visual #7 – Challenges We Face Each Day.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com The challenges we face each day usually fall into one of the following three categories:

 Work priority conflict  Co-worker conflict  Systems/procedures conflict

Do you have some suggestions on how we can overcome these conflicts?

(Ask for feedback from several participants.

Display visual #8 – Service Recovery Means…)

Service Recovery Means… taking positive steps to undo the damage done and restore the customer’s faith in us and our organization.

In a moment we are gong to watch the video presentation, Service Recovery. I am passing out a discussion guide that I would appreciate each of you completing after watching the video. At the end of today’s training seminar these will be collected.

Let’s review what you put down as the answer for what is service recovery in question one.

(Get at least 2 to 3 new participants involved. General responses should include: making things right when they go wrong, or returning a negative situation to a normal state.

Display visual #10 – Triple “A” Service Recovery Skills.)

What are the Triple “A” Service Recovery Skills in question two?

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Ask for participation. Cover up the answers on the overhead and if using PowerPoint, don’t advance the graphic on the slide until the answers have been offered.)

The Triple “A” skills we need to master are:

 A: Apologize for the problem  A: Admit the mistake  A: Act immediately

(Display visual # 11 – Why is it important to Apologize? Cover up the answer on the overhead or don’t advance the graphic on the PowerPoint slide until the participants have discussed their answers.) Let’s go to question three. Why is it important to apologize for a problem, even if you are not personally to blame?

(This question should produce some lively discussion. Show the balance of the overhead or PowerPoint slide after several responses.)

Customers want someone (the organization) to take responsibility for a service problem, regardless of who is at fault.

(Display visual #12 – Why admit a Mistake? Cover up the balance of the overhead or don’t advance the PowerPoint slide until the question has been discussed.)

Why should you admit a mistake has been made?

Does this communicate that we’re not capable?

What did you put down as your answer for question four?

(After spending a few minutes on this question, reveal the balance of the overhead or PowerPoint slide.)

Admitting mistakes is a good indictor of an organization’s willingness to make things right when things go wrong.

(Display visual #13 – What can we do?)

Let’s review question five. In your job, what actions can you take immediately to recover a service situation? What are your ideas?

(Get participants involved. Encourage legitimate ideas and alternatives that make sense. Encourage empowerment.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com The last question, number six, asks if service recovery is beyond your boundaries of authority. What should you do? I am anxious to hear your answers.

(This should, once again, get participation.)

The correct answer is, get in touch IMMEDIATELY with a supervisor or manager who can assist you.

We are going to get a chance to practice these ideas now. Look at the role-play exercise. Use your Triple “A” Skills in the two scenarios. A =

A = Apologize for the problem A = Admit the mistake A = Act immediately

Let’s review the role-play sheet together. First, let’s divide you into teams of three. One team member is the customer, one the service provider, and the third member is the observer. Team members choose one of the two scenarios.

(It’s the observer’s job to make sure the Triple “A” Skills are followed. The following scripts may be practiced within the team only or presented to a group.

Begin the practice role-plays.)

What did you learn from this practice role-play?

(Encourage discussion and then move on.

Display visual #14 – Service Recovery Summary.)

Let’s summarize some of the things we learned.

 The importance of putting ourselves in our customers’ shoes (empathy)  Skills to help us face daily challenges  The definition and application of “service recovery”  The application of Triple “A” service recovery skills  It’s OK to admit mistakes

(Display visual #15 – Our Monthly Reminder…)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Let’s review our monthly reminder.

In order for us to be a successful organization in serving the needs of our external customers, we must first be successful in serving each other.

During our next session, we will be reviewing the video, Empowerment.

Thank you for your participation today. I challenge you to put the skills on service recovery into action, starting today.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com VIDEO 11 Empowerment

(Display visual #1 – The Key to Service First. You have the option of using overheads or PowerPoint slides. Great each participant and thank him/her for coming.)

(Display visual #2 – Today’s Topic Is…)

Today’s Topic Is… EMPOWERMENT.

(Make a few brief comments about the importance of empowerment.)

Let’s review the Session Objectives for today.

 Define and apply the meaning of “empowerment”  Take the fear out of empowered action  Discuss when it may be OK to bend the rules  Discuss how to overcome obstacles to empowerment

(Display visual #4 – Empowerment.)

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com What are we talking about with empowerment? We each probably have different meanings.

(Ask 3 to 4 participants for their meanings.

(Display visual #5 – Empowerment Definition.)

The definition we are going to use for empowerment is:

The acceptance of trusted responsibility and, without fear, using that responsibility to make decisions and take action needed to achieve customer satisfaction.

I would like to get some responses from you as to how you feel about this definition.

(This is a hot topic. You should have no trouble getting participation from 2 to 3 participants. Always get the more quite participants also involved.

(Display visual Display visual #6 – What Facilitates Empowerment?)

How can we facilitate empowerment? In other words, how can we make this work for our organization?

Some of the steps we can take are:

 Removing the shackles  Identify decision-making opportunities  Communicate empowerment  Convey a feeling of security  Provide guidelines

What additional things can we do?

(Get at least 3 to 4 responses. This is an important session to have management support. If possible, have someone from upper management participate in this session.

Display visual #7 – Video Presentation.)

In a moment we are going to watch the video presentation, Empowerment. I am passing out a discussion guide that I would appreciate each of you completing after watching the video. At the end of today's training seminar these will be collected.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Pass out the discussion guides and then turn on the video. After the video is over, turn off the TV and rewind the video.)

Let’s go to question one on your discussion guide. What are the most common customer service complaints?

(This will help you identify areas that need empowerment and probably to be changed. Try to get answers from all participants.)

What should be our guidelines for quick responses? Let’s go over what you put down for question two.

(It’s important to get as many participants as possible involved with these suggestions. Define boundaries in which the employee may take acceptable action to satisfy customers.)

Question three is important. Please make sure you sign your name on the pledge.

What do we mean by:

 Use sound judgment  Act within boundaries

(Encourage lots of discussion. Make sure everyone is involved and that everyone understands the concept of empowerment and his/her authority to exercise it.)

The next part of the pledge asks you to agree to reinforce and support empowered action. Please sign your name on the signature line.

How do we evaluate responses and provide feedback on our actions?

(Encourage discussion. This discussion will create more internalization and drive the concepts emotionally, instead of just intellectually.)

The management of (organization’s name) agrees to support empowered actions unless:

 It causes injury to another person, or  The action is illegal

(Reinforce the employee’s responsibility to use sound judgment and act within their boundaries. If someone in management is in the seminar, have them reinforce management’s commitment to support empowerment. 114

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Display visual #8 – When is an empowered response to a customer situation appropriate?)

When is an empowered response to a customer situation appropriate?

What did you put down for question four?

(Ask 3 to 4 participants for their feedback. Look for when problem solving, handling complaints, meeting need or expectations, satisfying a customer, or service recovery.

Display visual #9 – What should you do when a customer solution is not within the boundaries of your authority?)

Let’s go to question five. What should you do when a customer solution is not within the boundaries of your authority?

(Encourage them to come up with immediately finding a person who can respond in an empowered manner. Once again, try to get comments and suggestions from those who have not participated as much.

Display visual #10 – Why may it be necessary to bend or break a rule when practicing empowerment?)

Why may it be necessary to bend or break a rule when practicing empowerment? What did you put down for question five?

(You want to encourage them to use empowerment to bend and break rules in order to satisfy a customer. Many employees are worried about being fired, screamed at or forced to pay for what they did.

Display visual #11 – How can empowerment obstacles be overcome?)

How can empowerment obstacles be overcome? Let’s go to your responses on question seven.

(Encourage participation. General responses should include: management support/encouragement, communication on what works and what doesn’t, flexible and expandable guidelines, and working together to change rules and policies that hinder empowerment.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Display visual #12 – Review.)

Before we finish the session, let’s review a few of the key things we learned today.

 Defined and applied “empowerment”  Emphasized the importance of accepting responsibility to act  Empowerment is facilitated by removing barriers and fears  Clear and general guidelines define boundaries  We are motivated when we can take empowered action

It’s critical we remember, in order for us to be a successful. Organization in serving the needs of our external customers, we must first be successful in serving each other.

During our next and final session, we will be reviewing the video, Total Quality Service. This will be a celebration of your commitment and success.

Thank you for your participation today. I am counting on each of you to start using empowerment to satisfy our customers.

(In preparation for Session 12, have certificates of accomplishment printed in color with each participant’s name, the date of completion and signed. Remember to bring them to the last session.) VIDEO 12

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com Total Quality Service

(Display visual #2 – Today’s Topic.)

In our final session, today, we are going to discuss Total Quality Service. It’s going to be a celebration of your commitment and success.

(Make a few brief comments about the importance of quality service.

Display visual #3 – Why Did We Initiate This Training?)

Let’s review why we initiated this training.

 You asked for it  Our organization believes quality customer service is essential in meeting the needs of the community

(Display visual #4 – In the beginning, we promised to)

 Help you better understand what comprises your BEST  Learn how to make sure your BEST is clear and obvious to others  Provide you with the tools you need to help reduce stress arising out of conflict  Learn skills that would improve your relationships with others.

(Display visual #5 – In The End…)

In the end we did it. You have been great.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com (Display visual #6 – Employee’s Commitment Statement.)

Can all of us agree to this commitment statement? If we pay attention to how we treat each other, how we treat the customer, and how we define our attitude and commitment, we will achieve a perfect “10” in customer service delivery.

In a moment we are going to watch the video presentation, Totally Quality Service. I am passing out a discussion guide that I would appreciate each of you completing after watching the video. At the end of today’s training seminar these will be collected.

Let’s go to your discussion guide and question one. What did you come up with for, what is total quality service?

(Ask for 2 to 3 responses. Possible responses: practice the principles of Service First, exceptional customer service, customer satisfaction, whatever the customer says it is.)

What did you list in question two as the four things that are important to successful teamwork?

(Ask for answers from several participants. The four things are: 1. Objectivity 2. Helpful criticism 3. Active listening 4. Support) Let’s go to question three. What are some techniques you should use when dealing with complaints or irate customers?

(Encourage participation from everyone. Possible responses: be courteous, anticipate complaints, listen, ask questions, show concern, focus on the problem, offer

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com solutions/alternatives, take responsibility, say “thank you,” get help if necessary, don’t take it personally.)

How about question four? What are the three elements positive communication is composed of?

(This was reviewed in video four. Ask for answers from at least three participants who haven’t participated yet today. You are looking for:

1. Spoken words 2. Tone of voice 3. Body language)

Which three skills are necessary to understand customer needs and expectations? This is question five.

(Ask for answers. You are looking for:

1. Listen 2. Question 3. Confirm understanding)

What are the benefits of exceeding customer expectations? What did you put down for question six?

(Encourage 2 to 3 participants to respond. Possible responses: repeat business, referrals, total quality service, improved market share, recognition, pleasant working environment.)

Let’s review the final question. What are some of the qualities of a service professional?

(Try to get everyone to participate. General responses may include: pride in job, prompt/efficient service, continual learning, understand job responsibilities, improved skills, setting high standards.)

Please make sure you fill in the answers to the three self-assessment questions. I will give you a few minutes to complete these.

(Give them 3 to 5 minutes. These are more personal and don’t need to be discussed with the group.

Display visual #8 – Attaining Excellence.)

Let’s review some steps that will help us in attaining excellence.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com  Communicate with others in your team  Do your best and know your responsibilities  Help create a spirit of trust  Align your efforts with the team  Be prepared to help out where needed

(Display visual #9 – Thank You.)

Thank you for your cooperation, your participation, and your enthusiasm!

(Display visual #10 – When you return to your work, Remember…)

When you return to your work, Remember… Believe in yourself because you are the best!

(Display visual #11 – YOU are now the Key to Customer Satisfaction.)

YOU are now the Key to Customer Satisfaction.

(Keep a running list of sessions participants attend and the dates they attend. Review their discussion guides. Make comments when appropriate and return them to participants within one day.)

(Pass out graduation certificates. These should be prepared at least one week before the seminar begins. Make sure everyone’s name is spelled correctly.)

I would like to pass out to each of you your certificate of accomplishment for Service First. Please come forward as I call your name.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com APPENDIX

SAMPLE INVITATION, NOTICE OR MEMORANDUM ABOUT SERVICE FIRST VIDEO LIBRARY

TO: (POTENTIAL PARTICIPANT’S NAME)

FROM: (YOUR NAME) 121

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com DATE: (TODAY’S DATE)

RE: SERVICE FIRST VIDEO LIBRARY

This is my personal invitation to you to join us for a series of meetings on Service First. The Service First program is designed to benefit both you and our organization. We will take the knowledge and skills you already possess and provide opportunities for both personal and professional growth. You will be challenged, and yet you will have fun along the way.

All of us, in one way or another, are important to our success and satisfaction of our customers. The way we treat our customers, co-workers and friends create lasting impression with them.

The basic concepts of Service First that we’ll be discussing during the sessions can help us in our daily contact with customers, co-workers, as well as with our families and friends. There has never been a time when positive, effective communication has been in greater demand! Join us to explore the role you fulfill in this important process.

The first Service First session will begin at ______(place) on ______(day,) ______(date), at ______(time). It will last for ______(minutes). Please confirm your availability for this time as soon as possible. If you have a conflict, perhaps we can choose a more convenient time so that you can take part in Service First.

I am looking forward to exploring this dynamic quality service and personal growth concept with you.

Sincerely,

(Your signature)

P.S. Please use the enclosed note card to write down a challenging situation you’ve experienced with a customer. Be sure to bring it to class with you. We’ll be using these situations during our workshop.

Service Quality Institute e-mail: [email protected]  web: www.customer-service.com SERVICE FIRST SESSION ______EVALUATION FORM

1. How would you rate the workshop? 10 9 8 7 6 5 4 3 21 (High) (Low)

2. On the left side check which part of the workshop you found most valuable. In the space to the right, also rate each component as to its value.

_____Group Discussion 10 9 8 7 6 5 4 3 2 1 (High) (Low)

_____Exercises 10 9 8 7 6 5 4 3 2 1 (High) (Low)

_____Role-play 10 9 8 7 6 5 4 3 2 1 (High) (Low)

_____Video 10 9 8 7 6 5 4 3 2 1 (High) (Low)

3. Was the program too long?______Too short?______About right?______

4. Rate how we succeeded in providing information, ideas, and materials that helped you understand ways of providing quality service to customers. 10 9 8 7 6 5 4 3 21 (High) (Low)

5. How would you rate the facilitator? 10 9 8 7 6 5 4 3 21 (High) (Low)

6. What would you suggest to improve the Service First workshop the next time it’s presented?

7. What additional training would be beneficial to you?

8. Other comments:

Name (optional)

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