101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 97
Keep It Professional
Today, it’s common to hear managers proclaim, “Customers are our best friends.” But Knock Your Socks Off Service professionals know that, for all the light banter and personal fanfare, there’s a critical difference between being friendly and having a friendship. What’s important, however, is to keep all interactions professional.PURPOSE:
✓ To learn to stay professional when dealing with friends as customers
✓ To practice putting the customer first
✓ To recognize the importance of professional behavior
TIME: 30 minutesDIRECTIONS:
1. Ask participants to describe what makes a friendship special. Look for responses like, “It goes beyond the workplace,” “It involves personal commitment,” “It may take liberties that you can’t at work,” “You can be crabby with friends,” “Friends often use code words or inside jokes.”
2. Now, ask participants how they define a friendly customer interaction. Look for responses like, “It’s not as close as a friendship,” “Courteous,” “Helpful,” “Objective, honest,” “Upbeat; focused on the customer.”
3. Distribute copies of Activity 97 and explain that you are giving them a few scenarios of customer interactions. You want them to form small groups and as teams consider if these scenarios are appropriate for a friendly customer interaction. Allow 7 to 8 minutes.

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