Skill Practice Key Point #1: – “I Don’t Know” Facilitator Note: The ability to give great service to customers without using the Five Forbidden Phrases is so important that you may want the participants to spend some extra time discussing situations and alternatives. Here are some questions to stimulate conversations: 1. Customers usually know responsible for what at our organization. Because of that, don’t who’s they may ask questions about matters you deal with on a daily basis. don’t When that happens, what is wrong with saying ♦ “I don’t know?” up with positive alternate responses to use in the future to eliminate Next, let’s come negatives. Avoid saying I know, I have no idea, not sure, I believe, I think, maybe. – don’t I’m This is a great opportunity to have FUN. Divide your class into small groups with 3 or 4 members. Have each person respond with a positive alternative to the questions below. When’s ___________ birthday? the zip code for ? What’s What day of the week does Christmas fall on? Does _____________ wear a size 3 shoe? What time did the sun rise this morning? Who went to the game last week? 3. What is the Telephone recommended positive alternative phrase to use when you Doctor’s have the answer to a question? don’t a great question; let me check and find ▪ “That’s out.” Discussion Questions Key Point #2: – “We Can’t Do That” 1. wrong with telling a customer, do there are certain things an What’s “We can’t that”? After all, organization may not be able to do. Telling a customer what you do help. useless. ♦ can’t doesn’t It’s Customers are only concerned with what you can do. ♦ 2. Think of instances on your job in which told a customer, do What would you’ve “We can’t that.” a better response have been? Prompt the participants to contribute situations from their work experience. ♦ Allow the class to discuss these and develop alternative what we can do . . ♦ “Here’s .” responses.
Skill Practice – Key Point #1: “I Don’t Know” Facilitator Note: The ability to give great service to customers without using the Five Forbidden Phrases is so important that you may want the participants to spend some extra time discussing situations and alternatives. Here are some questions to stimulate conversations: 1. Customers usually don’t know who’s responsible for what at our organization. Because of that, they may ask questions about matters you don’t deal with on a daily basis. ♦ When that happens, what is wrong with saying “I don’t know?” Next, let’s come up with positive alternate responses to use in the future to eliminate negatives. Avoid saying – I don’t know, I have no idea, I’m not sure, I believe, I think, maybe. This is a great opportunity to have FUN. Divide your class into small groups with 3 or 4 members. Have each person respond with a positive alternative to the questions below. When’s ___________ birthday? What’s the zip code for ? What day of the week does Christmas fall on? Does _____________ wear a size 3 shoe? What time did the sun rise this morning? Who went to the game last week? 3. What is the Telephone Doctor’s recommended positive alternative phrase to use when you don’t have the answer to a question? ▪ “That’s a great question; let me check and find out.” Discussion Questions – Key Point #2: “We Can’t Do That” 1. What’s wrong with telling a customer, “We can’t do that”? After all, there are certain things an organization may not be able to do. ♦ Telling a customer what you can’t do doesn’t help. It’s useless. ♦ Customers are only concerned with what you can do. 2. Think of instances on your job in which you’ve told a customer, “We can’t do that.” What would a better response have been? ♦ Prompt the participants to contribute situations from their work experience. ♦ Allow the class to discuss these and develop alternative “Here’s what we can do . . .” responses.