Determining Caller Needs - Telephone Doctor€¦ · Web viewHow should we respond to the customer who requests something that is specifically prohibited, unavailable, never existed

Five Forbidden Phrases

Leader’s Guide

Copyright Telephone Doctor, Inc.All Rights Reserved

Improving the way your organization communicates with customers.30 Hollenberg Court • St. Louis, MO 63044PHONE: 314.291.1012 • 800-882-9911FAX: 314.291.3710www.telephonedoctor.com

FIVE FORBIDDEN PHRASES LEADER’S GUIDE

CONTENTSThe Goal of the Course and Course Objectives........................................................................................3

Training Outline: Five Forbidden Phrases.................................................................................................4

Before You Begin: Tips for Trainers.......................................................................................................5-7

Pre-Program Quiz on the Five Forbidden Phrases............................................................................... 8-9

Discussion Questions & Skill Practice – Key Point #1: “I Don’t Know”...............................................10-11

Discussion Questions & Skill Practice – Key Point #2: “We Can’t Do That”......................................12-13

Discussion Questions & Skill Practice – Key Point #3: “You’ll Have to…”.........................................14-15

Discussion Questions & Skill Practice – Key Point #4: “Just a Second”............................................16-17

Discussion Questions & Skill Practice – Key Point #5: “No” at the Start of a Sentence.....................18-19

Post-Program Activity ~ Five Forbidden Phrases....................................................................................20

Before They Go.......................................................................................................................................21

A Call to Action........................................................................................................................................22

Closing Words.........................................................................................................................................23

Key Points...............................................................................................................................................24

About Telephone Doctor, Inc. Customer Service TrainingTelephone Doctor, Inc. is a St. Louis based customer service training company which offers products and techniques designed to improve the service skills of customer contact employees. This program is presented by Nancy Friedman, our founder and president. Through DVDs, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor, Inc. has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings and reduce employee turnover. For additional information, please visit www.telephonedoctor.com.

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The Goal of the Course: Five Forbidden PhrasesAre you familiar with the saying “It’s not what you say, it’s how you say it.”? Often times what we think we said is translated differently in the mind of the receiver. The goal of this course is to: identify how five commonly used phrases prohibit positive communication.

Objectives:In support of this goal, participants who have successfully completed this course will have demonstrated, through written, verbal and/or skill practice exercises, the ability to:

List five phrases which are neither friendly nor helpful and should be avoided when working with customers

Offer at least one effective alternative for each of these phrases

Demonstrate, by participating in and/or analyzing skill practice exercises, effective application of appropriate alternative phrases

The long-term value of this program creates a need to utilize the content in a variety of different uses. The following outline is based on a more traditional approach of showing the program in its entirety, then participating in discussions.

Additional uses include:

● One key point at a time during a staff meeting

● Use a single segment as a buy-in activity

● Individual key points can be used to add another dimension to other training programs


Training Outline: Five Forbidden Phrases

I. Introduction to the Topic (See “The Goal of the Course” on page 3)

(3 min.)

A. State the goal of the course in your opening comments

B. Include the class objectives

II. Getting Acquainted (see “Tips for Trainers” on pages 5-7)

(15 min.)

A. Introduction of trainer

B. Use an icebreaker activity or buy-in activity

C. Administer the Pre-Program Quiz (pages 8-9)

III. View Program: Five Forbidden Phrases

(12 min.)

IV. Application of Key Points

(45 min.)

For each Key Point:

♦ Ask the class discussion questions provided in the Leader’s Guide

♦ Have participants complete the accompanying Participant Workbook pages

♦ Optional: Use corresponding skill practices

V. Wrap Up (see “Before They Go” on page 23)

(15 min)

A. Select method of review

B. Use a commitment activity

C. Hand out Desktop Reminder Cards

D. Ask participants to complete evaluation


NOTE: The normal total length of this class is approximately 90 minutes using the Key Point discussion questions only. For each skill practice activity included in the session, increase the total length of the class by approximately 10 minutes. For example, if using skill practices #1, 3 & 5, the total length of the class is approximately 2 hours. Depending on the time available and with some imagination, the training can be as short as only watching the program or extended to a full day session.


Before You Begin: Tips for TrainersTo help participants receive the maximum benefits from this course, here are some tips for success:

Assemble Learning Resources

■ Locate DVD program Five Forbidden Phrases and companion CD that includes the PowerPoint presentation and Participant Workbook.

■ Using the PowerPoint Presentation and Participant Workbook for attendees will greatly enhance the training. (To customize your training materials, your organization logo may be inserted in the PowerPoint and Workbook.)

■ Desktop Reminder Cards for each participant will encourage behavior modification after the class.

■ You’ll need:

A flip chart or white board and markers, or chalkboard and chalk.

Media equipment: TV with DVD player or computer with DVD drive, speakers and screen or wall.

Create a Comfortable Learning Atmosphere

■ Choose a comfortable, well-lit room with no distractions.

■ Arrange straight tables in a u-shaped set-up or use round tables. Either way, it is important that each participant be able to make eye contact with other participants.

■ Use name tents or name tags for participants.

■ Encourage note taking by using the Participant Workbooks or supply pencil and paper.

■ Introduce yourself. Give the participants a brief sketch of your background, your experience and how you relate to the training subject. The more comfortable the participants are with you, the more effective you will be in facilitating their learning.

■ Allow the participants to get comfortable with each other. Use self-introductions or icebreaking exercises to get the group relaxed.

1. The participants can use your introduction as a model, which will help them overcome any natural reluctance to talk about themselves.

2. Divide the class into groups of two. Give each pair of participants a few minutes to interview each other. Each one in turn introduces his or her partner to the group. This will speed the process of getting the participants to function as a group.

3. Multiple sources for icebreaker exercises exist. Bring your own or visit your favorite bookstore or local library for ideas.

■ Schedule breaks as needed.


Before You Begin: Tips for Trainers (Cont.)

■ Acquaint the participants with “housekeeping” items. Advise the participants regarding the important features of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.).

■ Establish clear goals. The specific learning objectives for this class are included in the Leader’s Guide (page 3). Keep in mind that the clearer the participants’ understanding of their objectives, the more likely it is that they will achieve those objectives.

Involve the Participants

■ The corresponding Participant Workbook provides a “Pre-Program Quiz.” This activity has a dual purpose. Use it as a pre-test or buy-in activity which sets the stage for immediate involvement. Reviewing the answers at the end of the training session is very effective to reinforce the new skills and techniques learned in this session.

■ Choose the segments of the program that best meet your needs. Decide the viewing method that works best (start/stop, all inclusive, minus the review segment, etc.).

■ When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions.

1. Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page.

2. Prior to class, instructor selects most pertinent questions to be completed during class.

3. Assign homework to participants to complete remaining questions.

■ Verify participant understanding by asking questions. They should do most of the work. Resist the urge to take over. Facilitate, but don’t dominate. Ask questions, coax answers, encourage give and take.

■ Encourage involvement of the participants by beginning questions with phrases such as:

“What did you think about that?”

“Tell me what you just saw.”

“How do you relate to that vignette?”

“That was interesting; what was your take on it?”

“What were your initial impressions?”

“How did that scene make you feel?”


Before You Begin: Tips for Trainers (Cont.)

Involve the Participants (Cont.)

■ Reduce participant’s apprehension by positively reinforcing their comments with statements such as:

“That’s interesting; tell me more about what you mean.”

“I hadn’t considered that angle yet.”

“Good point.”

“Okay, thanks for sharing that with us.”

“That’ll be one of the things we need to consider.”

“I really like your insight.”

“That’s sure a unique perspective. Who else has some ideas?”

■ Reward participants for their enthusiastic participation. Prizes are always coveted.

NOTE: Telephone Doctor encourages you to create your own skill practices for each key point to simulate issues specific to your organization.


Pre-Program Quiz on the Five Forbidden Phrases

Before watching the program the Five Forbidden Phrases, have the participants answer the questions below to the best of their ability. Review the answers as a group at the end of the training session.

1. Select the best recommended response if a customer asked you, “Have you ever been to China?”

A. “No, I haven’t.”

B. “No way, it’s too cold.”

C. “I haven’t been there yet, but it might be fun to go to someday.”

2. The suggested alternative to the forbidden phrase “I don’t know” is:

A. “That’s a great question; let me check and find out.”B. “Wow, that’s a good one. I’m not sure how to get that information.”

C. Just be honest, if you don’t know something, simply tell the customer.

3. Why is the innocent sounding phrase “just a second” considered a forbidden phrase?

A. It’s not truthful. Virtually all service situations take longer than a second.B. It shouldn’t be forbidden because you’re only being honest.

C. Because you should under-promise and over-deliver. Using “just a minute is better.”

4. A positive alternative to saying, “We can’t do that” would be:

A. “I’m very sorry, but we cannot do that.”

B. “Well, here’s what we CAN do …” (tell them what you’re able to do).C. “No, I apologize, but that’s simply not an option sir.”

5. The Five Forbidden Phrases are:

A. Rarely used in today’s business culture.

B. Offensive because they are abusive, swear words.

C. A list of common phrases that should be avoided when dealing with customers.

6. Which of the following is NOT a reason why “No” at the start of a sentence is considered a forbidden phrase:

A. “No” is instant rejection.

B. “No” can be harsh sounding.

C. Saying “No” doesn’t help the customer.


A Quiz on the Five Forbidden Phrases (Cont.)

7. The specific purpose for learning the Five Forbidden Phrases and when to use the recommended positive alternatives is:

A. To speed up and expedite customer service situations.

B. To improve the way you communicate with your organization’s customers.C. To be able to manipulate your customer’s behavior.

8. What’s wrong with telling a customer, “We can’t do that?”

A. There’s nothing wrong with it, you should always be honest with customers.

B. This program explains why starting a sentence with the word “We” should be avoided.

C. Telling customers “We can’t do that” doesn’t help them. Customers are concerned with what you CAN do, not what you CAN’T do.

9. The recommended response instead of the forbidden phrase “You’ll HAVE to …” is:

A. “You’re really going to HAVE to …”

B. “You’ll NEED to …”C. “Sir, if you want your issue resolved, you’ll really HAVE to …”

10. There’s really not much difference between telling a customer “you’ll NEED to …” as opposed to saying “you’ll HAVE to …”

A. True

B. False


Discussion Questions – Key Point #1: “I Don’t Know”

1. Since “I don’t know” is sometimes honest, what’s wrong with saying it to a customer?

♦ It may be honest; however, it doesn’t help the customer, which is the job of everyone in the organization.

♦ Nobody knows everything. If a customer asks a question pertaining to our organization, you can and should find an answer.

2. Occasionally, everyone will get a question they aren’t able to answer. What are some recent questions you’ve been asked and how did you respond?

♦ Collect examples from the work experience of the participants and discuss their responses. During the discussion, be alert for comments indicating the customer’s reaction to their responses.

3. What would have been a better response?

♦ “That’s a great question! Let me check and find out.”

4. Why is that a good answer?

♦ It lets the customer know you’re willing to go the “extra step” to be of service.

TELEPHONE DOCTOR ® PRESCRIPTION: 1. Replace “I don’t know” with: “That's a great question! Let me check and find out.”2. Go the extra mile.


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?”

2. 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 Anchorage, Alaska? 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.

3. Think about an “impossible” question you’ve been asked concerning our organization. How can you find an answer or respond in a positive way?

♦ Encourage several people to pose their “impossible” questions.

♦ Have the class brainstorm some possible positive alternative responses.

4. Why is it important to tell the customer what you can do?

♦ Because you can probably offer an alternative solution that will work for the customer.

♦ It makes you look good and the customer feel great.

TELEPHONE DOCTOR ® PRESCRIPTION: 1. Tell the customer what you can do. “Here’s what we can do for you.” 2. Offer a positive alternative.


Skill Practice – Key Point #2: “We Can’t Do That”

Facilitators Note: Divide participants into groups. Instruct each group to complete the activity below. Create positive responses through the implementation of the discussed key points. Encourage each group to share their answers with the group in different ways. Ask each team to read off their answers and discuss other situations where this technique will be effective.

1. Organization policies and regulations normally define what is, and what is not, allowed.

♦ How should we respond to the customer who requests something that is specifically prohibited, unavailable, never existed or even a policy?

2. Use the activity below to revisit the vignette in the program and come up with situations in our organization where you are unable to do what a customer wants. The first example comes from the program where the customer requests an after hours appointment.

What couldn’t be done? What positive alternatives were offered? Stay open after 5:00 Transfer the call to Mark Murphy, our

adjuster Mark could see her over lunch She could get off a little early to come in

tomorrow

What phrase was used to offer the alternatives?

Here’s what we can do.

Write some things you or your company are not able to do for

your customers.List some positive alternatives.


Discussion Questions – Key Point #3: “You’ll Have To…”

1. Why not tell a customer, “You'll have to . . .”?

♦ It’s confrontational. It sounds like an order.

♦ Remember, we take orders from our customers – we don’t give them.

2. Why is a request better than an order?

♦ No one likes being ordered to do something.

♦ It’s a softer way to give instructions.

3. What situations do you encounter on your job that require you to inform, educate or instruct a customer?

♦ Encourage the participants to describe and discuss similar situations they encounter.

♦ If additional situations are needed for discussion, some of the more common ones are:

▪ Customers who are working with the organization for the first time.

▪ Customers who normally work with sales, but who have a billing question.

▪ Customers who are transferring their business from another location.

4. What is the recommended positive alternative for “You’ll have to . . .”?

♦ “You’ll NEED to…”

TELEPHONE DOCTOR ® PRESCRIPTION: 1. Replace “You’ll have to…” with: “You’ll NEED to…”2. Remember that organizations are in business to take orders, rather than to give them.3. Develop the habit of saying “You’ll need to …” instead of “You’ll have to …”


Skill Practice – Key Point #3: “You’ll Have To…”

Facilitators Note: Complete the exercises below and have a group discussion.

1. Do you always tell the customer what they want to hear? Ever heard the saying “It’s not what you say, it’s how you say it?” Is it the words or the perception the use of the words create?

In order to provide excellent service, let's brainstorm as a group what issues arise where the organization may require you to inform, educate or instruct customers what they "HAVE" to do. Some examples might be:

♦ So we can expedite the order, you’ll HAVE to sign the order form.

♦ You’ll HAVE to mail back the invoice with the payment.

♦ You’ll HAVE to be here for your appointment at 8:00 a.m.

2. To be more effective, remove the word HAVE and replace with NEED.

♦ So we can expedite the order, you’ll NEED to sign the order form.

♦ You’ll NEED to mail back the invoice with the payment.

♦ You’ll NEED to be here for your appointment at 8:00 a.m.

3. Think about these questions:

♦ Do you agree that using the word "HAVE" can offend others and appear to be a demand rather than a request?

♦ What feelings did you experience as you watched the scene in the DVD vignette unfold?

♦ How would you have felt if you were the customer? Same/Different?

REMEMBER: Your customers don’t HAVE to do anything but die and pay taxes.


Discussion Questions – Key Point #4: “Just a Second”

1. Why is a phrase as innocent sounding as “Just a second” forbidden?

♦ Because nothing takes a second and it’s not the truth.

2. Why is it so important to tell customers the truth?

♦ It establishes your credibility.

♦ It builds rapport with the customer.

♦ It sets the stage for a productive relationship, both for you and the customer.

3. What’s the recommended way to put a customer on hold when you know the “hold” may take longer than it should?

♦ Be honest. Tell the truth. Let the customer know what they can expect.

Example: “The information you need may take 2 or 3 minutes. I need to check another item.”

♦ Give the customer a mini-visual, a “word picture” that will help the customer “see” what’s going on while you’re away from the phone.

Example: “I’ll need to check with Jeff in the plant.”

♦ Ask the customer’s permission to be placed on hold. Use the Telephone Doctor recommended technique: “Are you able to hold?”

♦ Be sure to wait for a response!

TELEPHONE DOCTOR ® PRESCRIPTION: 1. Replace “Just a second” with: “Are you able to hold?”2. Wait for a response.


Skill Practice – Key Point #4: “Just a Second”

Facilitators Note: In this very competitive business environment, it's vital to your company's success to give great customer service to your customers and co-workers alike. In this activity, discuss why the command "Just a second" should be eliminated and replaced with a question that gives the caller an option.

1. What are two reasons we put a customer on hold?

♦ To get a person.

♦ To get information.

2. Why is a phrase as innocent sounding as “just a second” forbidden?

♦ Because it’s overused, rude and untruthful.

3. Let’s discuss the many phrases used to put people on hold. Examples you might expect to hear are:

What You Say What the Customer Hears

Just a second. Time’s up. It’s never just a “second.”Hold please. Do I have a choice?One moment please. My moment and your moment are two different things.Can you hold? Yes, I’m capable of holding the phone; however, I don’t want to.Hold on (click) Help! How rude!

4. Why is “Are you able to hold?” more effective?

♦ It gives the customer a choice.

♦ It’s a question versus a command.

5. What if the customer says they aren’t able to hold or wait; what should you do and how should you say it?

♦ Offer to take the customer’s information and let them know you’ll see the person will get the message.

Example: “I’ll be happy to take your name and number and see that Nancy gets the message.”

REMEMBER: On the phone – “Are you able to hold?”In person – “Are you able to wait?”


Discussion Questions – Key Point #5: “No” at the Start of a Sentence

1. Why is “No” unwelcome at the start of a sentence?

♦ “No” is total rejection and nobody likes to be rejected.

♦ It sounds harsh and unhelpful and leaves the customer frustrated.

2. What’s better than “No” at the start of a sentence?

♦ Begin with a positive statement that describes the situation instead of a word of rejection.

EXAMPLE: CUSTOMER: “Was my order been shipped yesterday?”

YOU: “It wasn’t. Your order is being loaded this afternoon, Mr. Bradley, and should arrive by Wednesday.”

3. How can you eliminate saying “No” at the start of a sentence?

♦ Think before you answer.

♦ Respond to questions in a positive manner, not in a negative fashion.

EXAMPLE: CUSTOMER: “Can I get a cash refund for the damaged parts now?”

YOU: “As soon as the damaged parts are returned, Ms. Thompson, I’ll issue a full-price credit toward your next order.”

TELEPHONE DOCTOR ® PRESCRIPTION: 1. Think before you answer.2. Offer a positive alternative that demonstrates your eagerness to help the customer.3. Eliminate “No” at the beginning of a sentence. Start with the next word.


Skill Practice – Key Point #5: “No” at the Start of a Sentence

Facilitator’s Note: Here's an activity to help explore several positive options to the word "NO" at the start of a sentence. Discuss the question below:

1. Sometimes a customer asks a question that might require a “yes” or “no” answer. How can you answer without using “NO” at the start of the sentence?

♦ Avoid “NO” at the beginning of a sentence. Remember, sentences are grammatically correct without the word “NO” at the start of the sentence.

Examples are:

Question Answer Without ‘NO’ at the Beginning

Are you working late tonight? I’m not. OR Not tonight.

Is your middle name _______? My middle name is _______. OR It isn’t. It’s _______.

Did you take a dollar from my desk? I haven’t been in your desk. OR It wasn’t me.

Do you wear a size 5 shoe? I wear a size 9. OR I don’t. I wear a size 9.

Did you get flowers delivered to you last week?

I didn’t. OR Those were for the person down the hall.

Can I borrow your car for two weeks? I don’t think so.

Do you own a rabbit? I don’t. OR I own a dog.

2. Have the class brainstorm their own questions and have fun with the answers.

REMEMBER: “No” at the start of a sentence is total rejection. Start with a positive.


Post-Program Activity ~ Five Forbidden PhrasesList positive alternatives for these questions/statements:

1. “Who won the 1st Olympic Gold Medal for Ice Skating?”

Instead of: “I don’t know.” Replace with: “That’s a great question, let me check and find out for you.”

2. “My shipment was late. Can I get it for free?”

Instead of: “You can’t …” Replace with: “What we can do is give a 20% discount.”

3. “You’ll have to sign this form.”

Instead of: “have” Replace with: “You’ll need to sign this form.”

4. “I’d like to make a payment over the phone.”

Instead of: “Just a second…” Replace with: “Are you able to hold? It’ll take about 2 or 3 minutes to arrange the payment

approval.”

5. “Can I use the office copier to make 100 personal copies?”

Instead of: “NO!” Replace with: “Our office copier is for business use. There’s a store right down the street

where you can make copies.”


Before They GoIn order to reinforce the skills and techniques that have been addressed, choose one or more of these reinforcement options:

Suggested Methods of Review

Discussion questions are provided in this Leader’s Guide for your use.

The companion PowerPoint presentation is a useful way to reinforce the key points made during the course. Notice the key points are identical to Telephone Doctor® Prescriptions located throughout the Leader’s Guide and Participant Workbooks.

After viewing the program, consider using the “Pre-Program Quiz on the Five Forbidden Phrases” as group discussion questions and evaluate the different responses.

For Continued Success

Change is more likely to occur if participants commit to implementing skills and techniques discussed during this course. Various resources are available illustrating commitment exercises. We have included “A Call to Action” exercise in both the corresponding Participant Workbook and this Leader’s Guide.

In order to evaluate training success and identify areas to improve, provide participants with the opportunity to evaluate the training by using an evaluation survey. (See sample below.) This is a prime opportunity to identify future training needs.

Hand out Telephone Doctor® Desktop Reminder Cards or the Key Points in the back of this guide. They provide participants with a quick reference of important key points discussed in the course. This enables participants to have an ongoing reminder of skills needed for improvement.

TRAINING EVALUATIONThank you for attending a Telephone Doctor® workshop today!

Please take a minute to let us know your feelings.Rate the following: 1 - 5 (5 being the best)

( This course was useful & I enjoyed it 1 2 3 4 5( Material related to my job 1 2 3 4 5( Topics were clear & easy to understand 1 2 3 4 5( I will use these skills 1 2 3 4 5( Please rate the instructor 1 2 3 4 5( Overall rating for this class 1 2 3 4 5Comments are appreciated: Your Name: Date: Instructor:


A Call To Action!

Experts say that it takes a minimum of 21 days to change a behavior. Your level of readiness to change will determine how successful you are, and how much time it will take. But you need to be ready, able and willing to make change happen in 21 days.

Consistency is key. Practice eliminating the Five Forbidden Phrases both in the workplace as well as at home.

Habits are hard to break. Which of the Five Forbidden Phrases will be most challenging to you and how do you intend on making the change?

PRACTICE, PRACTICE, PRACTICE and you’ll have more confidence!

It’s Fun To Be Good!


Closing Words

On the next page, you'll find a summary of the key points made in this course. They're crucial because they make a real difference to you and to your future. We urge you to do three things with them:

1. Memorize them;

2. Keep them in mind every time you talk with a customer and

3. Practice them.

The last of the three is by far the most important. Knowing how to communicate effectively isn't good enough. You need to put what you know to use. You need to make it work for you. If you do, you'll get what we promised at the start of this course – more satisfaction from your job and a brighter future for your organization and for yourself.

● You've got the skills.

● You've got the knowledge.

● You've got the purpose.

● THE REST IS UP TO YOU!

Good Luck!

And Remember –

IT'S FUN TO BE GOOD!


Key Points: Five Forbidden Phrases

1. “I Don’t Know.”

♦ Replace with: “That’s a great question. Let me check and find out.”

2. “We Can’t Do That.”

♦ Replace with: “Here’s what we can do.”♦ Offer a positive alternative.

3. “You’ll Have To…”

♦ Replace with: “You’ll NEED to...”♦ Take orders rather than give them.

4. “Just a Second.”

♦ Replace with: “Are you able to hold?”♦ Wait for a response.

5. “No” at the Start of a Sentence.

♦ Think before you answer.♦ Eliminate the ‘NO’ and begin with the next word.

Example: Have you ever been to China?Old – No, I haven’t.New – I haven’t.

Documents

Determining Caller Needs - Telephone Doctor€¦ · Web viewHow should we respond to the customer who requests something that is specifically prohibited, unavailable, never existed