Is any follow-up needed? Which of the correct techniques are most likely to be useful as you handle your job? Should your company have a plan for this type of event? Alternative Approach to the Skill Practices: Divide the class into three groups and assign the roles of customer, employee and observer. (If there are participants remaining, have them join another group as a second observer). Assign a different scenario to each group. Or assign the same scenario to all the groups and rotate the role for each scenario so that everyone in the groups gets to be the customer, the employee and observer. This approach allows more people to participate in the skill practices in a less intimidating environment. Discussion Questions Key Point #1: Empathy – Having the capacity for understanding. Being aware of and sensitive to the feelings, thoughts and experiences of a customer. 1. DeMarco had three opportunities to demonstrate empathy with Zoe. What were they? When Zoe first mentioned the accident ♦ When Zoe mentioned the airbags and seatbelts saving her life ♦ Cell being crushed ♦ What could he have said? I’m sorry to hear that. How can LogiMax help? ♦ Good you were wearing your seatbelt. How can we help? ♦ I can help with your cell phone ♦ … 2. Nancy quoted an old adage in the program, don’t care what you know…until they know “Customers that you care.” From your perspective, how does that apply to you? Process participant comments ♦ 3. In the second what did DeMarco do differently to show empathy to Zoe? His tone of voice ♦ His questions ♦ His attention to helping ♦ 4. How much additional time and effort was required to show empathy? None ♦ Who benefited because of DeMarco’s ability to show empathy for his customer? Everyone: DeMarco, Zoe & LogiMax ♦ How did each benefit? Process the participant comments ♦ 6. What are some of the characteristics of apathy?
Is any follow-up needed? Which of the correct techniques are most likely to be useful as you handle your job? Should your company have a plan for this type of event? Alternative Approach to the Skill Practices: Divide the class into three groups and assign the roles of customer, employee and observer. (If there are participants remaining, have them join another group as a second observer). Assign a different scenario to each group. Or assign the same scenario to all the groups and rotate the role for each scenario so that everyone in the groups gets to be the customer, the employee and observer. This approach allows more people to participate in the skill practices in a less intimidating environment. Discussion Questions – Key Point #1: Empathy Having the capacity for understanding. Being aware of and sensitive to the feelings, thoughts and experiences of a customer. 1. DeMarco had three opportunities to demonstrate empathy with Zoe. What were they? ♦ When Zoe first mentioned the accident ♦ When Zoe mentioned the airbags and seatbelts saving her life ♦ Cell being crushed What could he have said? ♦ I’m sorry to hear that. How can LogiMax help? ♦ Good you were wearing your seatbelt. How can we help? ♦ I can help with your cell phone … 2. Nancy quoted an old adage in the program, “Customers don’t care what you know…until they know that you care.” From your perspective, how does that apply to you? ♦ Process participant comments 3. In the second what did DeMarco do differently to show empathy to Zoe? ♦ His tone of voice ♦ His questions ♦ His attention to helping 4. How much additional time and effort was required to show empathy? ♦ None Who benefited because of DeMarco’s ability to show empathy for his customer? ♦ Everyone: DeMarco, Zoe & LogiMax How did each benefit? ♦ Process the participant comments 6. What are some of the characteristics of apathy?
1Service%20Mentality%20LG%20FINAL%203.2017.docx