I wish that was an option, what we can do is… TELEPHONE DOCTOR PRESCRIPTION: State the options. customer’s Avoid this “Two Stage No.” Skill Practice Key Point #6: Yes, – BUT… Facilitator: Complete the exercise below and have a group discussion to recap. Remember the old definition of insanity: Doing the same thing over and over and over and expecting different results. Well, reacting to a need is much like that. customer’s Responding to customer needs requires much more thought, weighing of pros and cons, and is based on caring. The goals are to take care of an immediate problem and build a long-term customer-responsive relationship. Yes, is a TWO STEP NO. Usually a quick, knee jerk answer. BUT… discuss the consequences of answering without thinking. Most times the Let’s fast ‘reacting’ answer has short-term negative consequences while answers have long-term positive ‘responding’ results. Divide participants into two groups. Each group should have own large board or paper for this it’s exercise. Offer a few examples to launch the discussions. Allow 5 minutes. groups’ REACTING vs. RESPONDING: Short-Term Consequences vs. Long-Term Results
I wish that was an option, what we can do is… TELEPHONE DOCTOR PRESCRIPTION: State the customer’s options. Avoid this “Two Stage No.” Skill Practice – Key Point #6: Yes, BUT… Facilitator: Complete the exercise below and have a group discussion to recap. Remember the old definition of insanity: Doing the same thing over and over and over and expecting different results. Well, reacting to a customer’s need is much like that. Responding to customer needs requires much more thought, weighing of pros and cons, and is based on caring. The goals are to take care of an immediate problem and build a long-term customer-responsive relationship. Yes, BUT… is a TWO STEP NO. Usually a quick, knee jerk answer. Let’s discuss the consequences of answering without thinking. Most times the fast ‘reacting’ answer has short-term negative consequences while ‘responding’ answers have long-term positive results. Divide participants into two groups. Each group should have it’s own large board or paper for this exercise. Offer a few examples to launch the groups’ discussions. Allow 5 minutes. REACTING vs. RESPONDING: Short-Term Consequences vs. Long-Term Results
12Killer%20Words%20of%20Customer%20Service%20LG%20FINAL%203.2017.docx