Discussion Questions Key Point #1: People Before Busy Work: – Featuring Bob Sdrawkcab 1. Why is there a tendency to finish a busy work task before talking with a customer or other visitor? Busy work tasks tend to occupy our full attention. ♦ We like to finish one thing before we start another. ♦ inconvenient to risk losing our place in a task and then have to start over. ♦ It’s Collect and discuss additional responses the participants may provide. 2. If you take time to complete busy work or another task before serving a customer, what unspoken message(s) do you send? important than this busy work. ♦ They’re less interrupting my real work. ♦ They’re in control here, and when I help you. ♦ I’m I’ll decide 3. Why is putting busy work before people a backward approach to good customer service? The busy work doing is the direct result of the business our customers bring us. If ♦ we’re there were no customers, there would be no busy work . Customers are not an interruption of our the reason for it. ♦ work, they’re 4. Have you ever taken a to someone busy work? How did it make you feel? “back seat” else’s Collect participant responses based on their experiences. During the discussion, point out ♦ that their responses are negative (e.g., angry, frustrated, insulted, unimportant, ignored, etc.) 5. How are people likely to respond treated this way? if they’re They might become angry or hostile. ♦ They might take their business elsewhere. ♦ 6. What are some ways you can help your organization put people before busy work? Develop the habit of putting people before busy work every time. ♦ Set good examples for your coworkers. ♦ TELEPHONE DOCTOR® PRESCRIPTION: 1. Give the customer your complete attention. 2. Remember the customer always comes before busy work or any other task. –
Discussion Questions – Key Point #1: People Before Busy Work: Featuring Bob Sdrawkcab 1. Why is there a tendency to finish a busy work task before talking with a customer or other visitor? ♦ Busy work tasks tend to occupy our full attention. ♦ We like to finish one thing before we start another. ♦ It’s inconvenient to risk losing our place in a task and then have to start over. Collect and discuss additional responses the participants may provide. 2. If you take time to complete busy work or another task before serving a customer, what unspoken message(s) do you send? ♦ They’re less important than this busy work. ♦ They’re interrupting my real work. ♦ I’m in control here, and I’ll decide when I help you. 3. Why is putting busy work before people a backward approach to good customer service? ♦ The busy work we’re doing is the direct result of the business our customers bring us. If there were no customers, there would be no busy work . ♦ Customers are not an interruption of our work, they’re the reason for it. 4. Have you ever taken a “back seat” to someone else’s busy work? How did it make you feel? ♦ Collect participant responses based on their experiences. During the discussion, point out that their responses are negative (e.g., angry, frustrated, insulted, unimportant, ignored, etc.) 5. How are people likely to respond if they’re treated this way? ♦ They might become angry or hostile. ♦ They might take their business elsewhere. 6. What are some ways you can help your organization put people before busy work? ♦ Develop the habit of putting people before busy work every time. ♦ Set good examples for your coworkers. TELEPHONE DOCTOR® PRESCRIPTION: 1. Give the customer your complete attention. 2. Remember – the customer always comes before busy work or any other task.
5SixCardinalRulesofCS%20LG%20FINAL%203.2017.docx