Académique Documents
Professionnel Documents
Culture Documents
DELIVERING MTN
BRANDED CUSTOMER
SERVICE
Customer Service Trainee Workbook
2011
W W W. S T R A T E G Y A N D C O N C E P T S . C O M
Exercise 1
Internal Customers
Exercise 2a
Exercise 2b
Interpersonal Communication
Skills Inventory
SECTION I
USUALLY
SOMETIMES
SELDOM
Write down five words that expresses how you feel about your
customers
(a) Interested
(b) Problems
(c) Thanks
(d) Ignored
(e) Green
(f) Disturbed
Emphatic
Informed
issues
Jargon
Clarity
Acknowledgement
Disinterested
Unclear
Pleasant
Content
Red
Unpleasant
Trainee Workbook
_____________
Interpersonal Communication
Skills Inventory
SECTION II
USUALLY
SOMETIMES
SELDOM
___________
Trainee Workbook
Interpersonal Communication
Skills Inventory
SECTION III
USUALLY
SCORE:
__________
Trainee Workbook
SOMETIMES
SELDOM
Interpersonal Communication
Skills Inventory
SECTION IV
USUALLY
SOMETIMES
SELDOM
Trainee Workbook
______
Exercise 3A
Instructions: Briefly describe the worst customer service experience you have had in recent months,
detailing what happened and how the service provider treated you.
Trainee Workbook
Exercise 3B
Instructions: Briefly describe the best customer service experience you have had in recent months,
detailing what made it happened and how the service provider treated you.
Trainee Workbook
attention,
Trainee Workbook
and
relationship
building
Exercise 4a
How do we show that we care? The questions below will encourage you to consider
customer needs and what it takes to meet those needs.
Instructions: For each scenario below, write the evident customer need (reliability,
responsiveness, assurance, empathy, tangibles) in column A. In column B, write Yes
or No, depending on whether you think the need was met
SCENARIO
CUSTOMER NEED
Trainee Workbook
Exercise 4b
Instructions: For each category below, in the column Dimension list what areas
apply to your organization and in the column Action write down what you can do to
enhance the customers experience in that area.
Dimension
Reliability:
Assurance
Tangibles
Empathetic
Responsive
Action
Trainee Workbook
Exercise 5
FIRST IMPRESSIONS
Instructions: Rate yourself: Circle 5 if no improvement is required, circle 1 or 2 if you
TOTAL SCORE______________________________________
Trainee Workbook
Exercise 6
Instructions: read the email below and underline/circle any issues you find. In the
space provided, what mistakes you think the writer made. E.g. wrong spelling etc.
To: actng.mny@lpa.com
From: peterrut@lpa.com
Re: screw up
CC:
Jackie.colr@lpa.com,
Steve.bldr@lpa.com,
Molly.daut@lpa.com,
Aron.sn@lpa.com
I submitted my expense report last week and I stil dont have a check back : - ( I
always have prolbems srecieving my checks on time! I know that you have
cutoff times and I usually make them, so I dont know what is happening? I
sthere any way that you could notify people when you dont process thier
reports on time? CAN YOU CLARIFY EXACTLY HOW YOUR PROCESS WORKS? - as
well as review the policy that you have regarding cutting checks after the
standard cut off times? Id like to get my check Fedexed to me by tomorrow. I
realize that TNSTAAFL but there might be a better way to handle this!!!!!!! How
do you process chekcs for direct depositi? Do you have the same cut off times?
Can you process last weeks expense report and get it into my Wells Fargo
Account as soon as possible? I really dont want to have to wait an extra week
on this if at all posssible. Please advise. Please dont just give me the typical
RTFM accounting response.
Exercise 7
Action Plan
Actions
Trainee Workbook
Timescales
Things Im
going to stop
doing
Things Im
going to
continue doing
Things Im
going to start
doing
NOTES
Trainee Workbook
Trainee Workbook
Appendix A
32 important email etiquette tips:
1. Reliability
1. Be concise and to the point2. Answer all questions, and pre-empt further
2.questions
Assurance
3. Use proper spelling, grammar & punctuation
3. Responsiveness
4. Make it personal
4. Tangibles
5. Use templates for frequently used responses
5. Empathy and
6. Answer swiftly
assurance
7. Do not attach unnecessary files
8. Use proper structure & layout
6. Empathy
9. Do not overuse the high priority option
10. Do not write in CAPITALS
11. Don't leave out the message thread
12. Add disclaimers to your emails
13. Read the email before you send it
14. Do not overuse Reply to All
15. Mailings > use the bcc: field or do a mail merge
16. Take care with abbreviations and emoticons
17. Be careful with formatting
18. Take care with rich text and HTML messages
19. Do not forward chain letters
20. Do not request delivery and read receipts
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission
23. Do not use email to discuss confidential information
24. Use a meaningful subject
25. Use active instead of passive
26. Avoid using URGENT and IMPORTANT
27. Avoid long sentences
28. Don't send or forward emails containing libelous, defamatory, offensive, racist or
obscene remarks
29. Don't forward virus hoaxes and chain letters
30. Keep your language gender neutral
31. Don't reply to spam
32. Use cc: field sparingly
Taken from http://www.emailreplies.com/
Step 6: Follow up
Trainee Workbook
Appendix B
Mistake 1: Unclear subject line
The subject line in this e-mail is simply titled screw up. Not only does this title create a
negative tone, but it also provides the reader with no idea of what the e-mail is about until the
document is opened.
Mistake 2: A poor greeting or no greeting
The writer makes no attempt to create rapport by greeting the reader. Instead he/she simply
starts with a description of the problem. Not only is this unfriendly, but it also may put the
reader on the defensive.
A greeting is one of the few ways to convey tone through e-mail.
Mistake 3: Using abbreviations not commonly used or understood
The writer has included two abbreviations that are not in common use by business people today.
Using such hard-to-understand language is roughly the equivalent of sending an e-mail in
English to someone who speaks only French! The possibilities for misunderstanding and
misinterpretations abound. By the way, to see what the abbreviations mean, check out solutions
section in the next section of the chapter.
Mistake 4: Unnecessary CC (carbon copy) of the posting
The four people to whom the author has CCed the message more than likely have no real impact
on solving the problem, and the copies are just a way for the author to cybergossip and vent his
or her frustrations.
Mistake 5: Sloppy grammar, spelling, and punctuation
By not taking the time to spell- or grammar-check his e-mail, the composer runs the risk of
creating a negative online impression. Sloppy e-mails, especially those with flagrant
misspellings, lower your credibility with the receiver.
Mistake 6: Uses all capital letters to make a point
By using all caps in one of the sentences, the author basically is throwing an online hissy fit. In
the digital community, putting all or part of your e-mail in capital letters is equivalent to
shouting and yelling.
Mistake 7: No closing or sign-of
In the same way that the sender uses no introductory salutation or greeting to set a friendly
tone upfront, he or she also omitted a closing or sign-off to end the posting on a positive note.
Mistake 8: Difficult to read
The run-on sentences, repeated points, and absence of paragraph formatting make it obvious
that the author isnt concerned with making his e-mail user-friendly. Instead, the message
rambles on, reflecting no respect for the readers time or ease of understanding.
Mistake 9: Unfriendly tone
The tone of this e-mail is accusing and hostile. Because the reader immediately is put on the
defensive, the likelihood of a helpful response is about the same as Larry Ellison and Bill Gates
going on vacation together.
Mistake 10: Lack of a clear request
What does the author of this e-mail really want from the accounting department? Because this
message is full of so many questions and requests, the person reading it will be hard-pressed to
Trainee Workbook
figure out which