101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 68. Getting the Word Out: Quality Components

Goal

To describe the components of quality customer service. Participants will develop a statement that describes one aspect of quality service for each letter of the word customer.

Time Required

Approximately 30 minutes

Group Size

Subgroups of three to five persons each

Materials

• One copy of the Getting the Word Out Worksheet and a pencil for each participant

Process

1. Introduce the session by stating that the ability to provide quality service depends on recognizing what the customer needs and wants. This activity is designed to help the participants get a clearer picture of what is expected of them.

2. Form subgroups of three to five persons each. Ask each group to select a member to record information.

3. Distribute one copy of the worksheet and a pencil to each participant.

4. Explain that the groups are to write one statement describing some aspect of quality customer service for each letter in the word customer. For example, the letter C might represent the statement, “Complete all transactions by thanking the customer for doing business with the company.”

5. Allow approximately 10 minutes for groups to complete the task, giving a 2-minute warning before time expires.

6. Ask each subgroup in turn to read the statements created.

7. Facilitate a large group discussion ...