Six Cardinal Rules of Customer Service © Telephone Doctor, Inc. | www.telephonedoctor.com

You will learn: To identify six common errors made by service providers. To list at least one effective strategy or technique for avoiding each of those errors. To identify how to set the stage for positive interactions. © Telephone Doctor, Inc. | www.telephonedoctor.com

Take the Pre-Program Quiz ANSWERS   01. C 02. A 03. B 04. C 05. A 06. A 07. B 08. C 09. B 10. B © Telephone Doctor, Inc. | www.telephonedoctor.com

View Program © Telephone Doctor, Inc. | www.telephonedoctor.com

People Before Paperwork: Featuring Bob Sdrawkcab Key Point #1: People Before Paperwork: Featuring Bob Sdrawkcab © Telephone Doctor, Inc. | www.telephonedoctor.com

Discuss Why is there a tendency to finish a paperwork task before talking with a customer or other visitor? If you take time to complete paperwork before serving a customer, what unspoken message(s) do you send? Why is putting paperwork before people a backwards approach to good customer service? Have you ever taken a “back seat” to someone else’s paperwork? How did it make you feel? How are people likely to respond if they’re treated this way? What are some ways you can help your organization put people before paperwork? © Telephone Doctor, Inc. | www.telephonedoctor.com

Telephone Doctor® Prescription Give the customer your complete attention. Remember – the customer always comes before paperwork or any other task. © Telephone Doctor, Inc. | www.telephonedoctor.com

Don’t Rush Your Customer: Featuring Martha Rush Key Point #2: Don’t Rush Your Customer: Featuring Martha Rush © Telephone Doctor, Inc. | www.telephonedoctor.com

Discuss Think of a recent phone conversation you’ve had in which you felt the other party was trying to hurry you along. How did you feel? How did you deal with the other person? If efficiency is supposed to be so important in business, what’s wrong with trying to handle a call as quickly as possible? In addition to poor customer service, what other undesirable situations can result from rushing a customer? Have you ever taken a call from customers who seemed to take forever to get to the point? What did you do? In a situation like that, how can you get the needed information without making the caller feel rushed? © Telephone Doctor, Inc. | www.telephonedoctor.com

Telephone Doctor® Prescription Learn how to redirect callers. Take time to get all the information. Remember – avoid rushing your customers and coworkers. © Telephone Doctor, Inc. | www.telephonedoctor.com

Be Friendly BEFORE You Know Who It Is: Featuring Marvin Mope Key Point #3: Be Friendly BEFORE You Know Who It Is: Featuring Marvin Mope © Telephone Doctor, Inc. | www.telephonedoctor.com

Discuss Have you ever made a call, been answered in a flat or dull tone, then hear the other party “brighten” up and become more personable after they recognized it’s you? What impression of the other party did you have? What was your impression of the company? Some people answer the phone in such a tedious monotone that they sound like voice mail or an automated attendant, which many organizations now use. Have you ever made a call and mistook the answering party for an automated attendant? How did you handle the situation? Has anyone ever mistaken you for an automated attendant? How can you prevent that from happening? © Telephone Doctor, Inc. | www.telephonedoctor.com

Telephone Doctor® Prescription Treat all customers equally. Use your personality. Remember – customers mirror the way they’re treated. © Telephone Doctor, Inc. | www.telephonedoctor.com

Don’t Be Too Busy To Be Nice: Featuring Bert Busy Key Point #4 Don’t Be Too Busy To Be Nice: Featuring Bert Busy © Telephone Doctor, Inc. | www.telephonedoctor.com

Discuss The main problem with these behaviors, of course, is that they represent poor customer service. More specifically, though, what is likely to happen when customers are treated this way? We all live in a fast-paced busy world. Shouldn’t callers expect you to be busy and just be prepared for it? What is the busiest time on your job? What things can you do, especially at those times, to make certain your customers don’t find you “too busy” to be nice? © Telephone Doctor, Inc. | www.telephonedoctor.com

Telephone Doctor® Prescription Don’t give short, one-word answers. Don’t be abrupt with customers or coworkers. Keep your sense of humor. Remember – we cannot do two things well at once. © Telephone Doctor, Inc. | www.telephonedoctor.com

Don’t Use Military Language On Civilians: Featuring Joanie Jargon Key Point #5 Don’t Use Military Language On Civilians: Featuring Joanie Jargon © Telephone Doctor, Inc. | www.telephonedoctor.com

Discuss Abbreviations, form numbers, part numbers, technical terms, and other “jargon” are a part of almost every job. So why shouldn’t you use them with customers? Acronyms (words in which each letter stands for a separate word in a name, phrase, or title) can be especially troublesome. What unique problem do these pose? What might happen to a customer or new employees if we offer company jargon in our response to their questions? Provide alternatives or replacements that are as close to everyday language as possible. © Telephone Doctor, Inc. | www.telephonedoctor.com

Telephone Doctor® Prescription Use easy, understandable words. Avoid using company jargon on customers and new employees. Explain unfamiliar words or terms. © Telephone Doctor, Inc. | www.telephonedoctor.com

Be Personally Accountable, Don’t Pass the Buck: Featuring Buck Passer Key Point #6 Be Personally Accountable, Don’t Pass the Buck: Featuring Buck Passer © Telephone Doctor, Inc. | www.telephonedoctor.com

Discuss Start a conversation on prior experiences when we, as customers, have experienced employees “passing the buck.” How did we feel about the treatment we received? What are the ABCs of personal accountability? What happens when customers don’t get answers and their issues or concerns aren’t addressed? © Telephone Doctor, Inc. | www.telephonedoctor.com

Telephone Doctor® Prescription Take ownership; be accountable and responsible. Remember your ABCs – don’t accuse, blame or complain. Always seek solutions and don’t be afraid to accept responsibility. © Telephone Doctor, Inc. | www.telephonedoctor.com

Take the Post-Program Quiz ANSWERS   01. C 02. A 03. A 04. C 05. B 06. B 07. C 08. B 09. B 10. D 11. C © Telephone Doctor, Inc. | www.telephonedoctor.com

A CALL TO ACTION! Memorize the following key points. Keep them in mind every time you use the telephone. Practice! © Telephone Doctor, Inc. | www.telephonedoctor.com

SUMMARY OF KEY POINTS People Before Paperwork: Give the customer or visitor your complete attention. Remember – the customer or visitor always comes before paperwork or any other task. Don’t Rush Customers: Learn how to redirect callers. Take time to get all the information. Remember – avoid rushing your customers and coworkers. Be Friendly BEFORE You Know Who It Is: Treat all callers equally. Use your personality. Remember – customers mirror the way they’re treated. Don’t Be Too Busy To Be Nice: Don’t give short, one-word answers. Don’t be abrupt with customers or coworkers. Keep your sense of humor. Don’t Use Military Language On Civilians: Use easy, understandable words. Avoid using company jargon on customers and new employees. Explain unfamiliar words and terms. Be Personally Accountable – Don’t Pass the Buck: Take ownership; be accountable and responsible. Remember your ABCs – don’t accuse, blame or complain. Always seek solutions and don’t be afraid to accept responsibility. © Telephone Doctor, Inc. | www.telephonedoctor.com

Six Cardinal Rules of Customer Service © Telephone Doctor, Inc. | www.telephonedoctor.com