101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 48
Telephone Checklist
Being a Knock Your Socks Off Service provider on the phone requires a lot of skill, patience, and practice. Customers cannot hear your facial expressions or see such nonverbal clues as shrugs or hand gestures. But they do form a mental picture of you based on the tone and quality of your voice.PURPOSE:
✓ To compare perceived performance with actual performance
✓ To heighten awareness of important behaviors for telephone service
TIME: 10 minutes (this may be combined with Activity 49 for follow-up and skill practice)DIRECTIONS:
1. If your department is a call center or participants spend a significant amount of time on the phone with customers, this checklist will be very helpful. Have a short discussion with participants about the significance of service phone skills.
2. Make two copies of the Telephone Checklist (Activity 48) for each participant.
3. Distribute the checklists and ask participants to complete the first assessment alone and to answer the statements based on how well they think they do when assisting customers over the phone.

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