TELEPHONE DOCTOR® PRESCRIPTION: 1. Take ownership; be accountable and responsible. 2. Remember your ABCs accuse, blame or complain. – don’t 3. Always seek solutions and be afraid to accept responsibility. don’t Skill Practice Key Point #6: Pass the Buck: Featuring – Don’t Buck Passer Facilitator Note: Complete the exercise below and have a group discussion to recap. For this activity need you’ll a volunteer to list answers on a flip chart or board a dollar bill or paper play money Assemble participants to stand in a large circle. Facilitator asks this question: or characteristics are buck passers “What phrases associated with? Participants attempt to answer this question or the dollar bill) to another ‘pass buck’ (the whose hand is raised. Keep passing until the answers stop or 10 minutes have passed. Expect responses such as know, new “I don’t I’m here.” here when that “I wasn’t happened.” know and “Don’t don’t care.” not my “That’s job.” you call this number, maybe they can “Why don’t help?” me transfer you to another “Let department.” make a mistake, the shipping department “I didn’t did.” should I apologize? not my “Why It’s fault.” always done it this “But we’ve way!” day something new; I hate all these “Every it’s changes.” Make a list of positive alternatives to prevent BUCK PASSING. Post-Program Quiz ~ Six Cardinal Rules of Customer Service
TELEPHONE DOCTOR® PRESCRIPTION: 1. Take ownership; be accountable and responsible. 2. Remember your ABCs – don’t accuse, blame or complain. 3. Always seek solutions and don’t be afraid to accept responsibility. Skill Practice – Key Point #6: Don’t Pass the Buck: Featuring Buck Passer Facilitator Note: Complete the exercise below and have a group discussion to recap. For this activity you’ll need a volunteer to list answers on a flip chart or board a dollar bill or paper play money Assemble participants to stand in a large circle. Facilitator asks this question: “What phrases or characteristics are buck passers associated with? Participants attempt to answer this question or ‘pass the buck’ (the dollar bill) to another whose hand is raised. Keep passing until the answers stop or 10 minutes have passed. Expect responses such as “I don’t know, I’m new here.” “I wasn’t here when that happened.” “Don’t know and don’t care.” “That’s not my job.” “Why don’t you call this number, maybe they can help?” “Let me transfer you to another department.” “I didn’t make a mistake, the shipping department did.” “Why should I apologize? It’s not my fault.” “But we’ve always done it this way!” “Every day it’s something new; I hate all these changes.” Make a list of positive alternatives to prevent BUCK PASSING. Post-Program Quiz ~ Six Cardinal Rules of Customer Service
5SixCardinalRulesofCS%20LG%20FINAL%203.2017.docx