101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 65
It’s Not My Job
Providing Seamless Service is about taking the initiative to help customers even when that duty appears to fall outside the boundaries of your normal job. Nothing says Knock Your Socks Off Service to customers or co-workers like a willingness to go out of your way to do the little extras to help meet their needs.PURPOSE:
✓ To experience the “not my job” frustration that customers or co-workers feel
✓ To practice taking ownership when a customer or co-worker is in need
TIME: 30 minutesDIRECTIONS:
1. Ask participants what happens when an employee says or indicates “It’s not my job” to either internal partners or external customers. Look for responses like, “It makes people mad or frustrated,” “It makes the customer think you don’t know what you’re talking about,” “It makes more work for other people,” “It causes that person to lose the respect of co-workers,” “The company could lose a customer.”
2. Explain to participants that this activity is designed to have them experience the difference between taking ownership and not. Ask them to choose a partner for a role-play exchange.
3. Have partners decide who will go first. Distribute copies of the activity below to each pair. Ask them to read their role in the first situation, then allow 3 to 4 minutes for the role-play.

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