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Brenda Jean Patrick
Customer Care Session
Notes from September 24, 2007
Reviewed the 4 steps of Good Customer Care
Path 1 – If the internal client is happy, it extends outward. These techniques work in all walks of life (work, children, personal relationships, etc.)
Path 2 – Define Customer Care: Customer Care is the golden rule plus walking in their shoes. The definition must be a fluid concept.
Path 3 – Decide what you want people to think about you. (Exercise with the #4 – list three things you want people to think after they’ve interacted with you. Write it on the “4” and keep it handy.)
Examples: helpful, informative, friendly, knowledgeable, etc.
Remember as we share with others who weren’t at the session that they need 3-4 minutes to talk about the information and to process. Colleagues need time to talk about it. Talk about “what do I want people to say about me?” Interaction in the workgroup about the activity is necessary and good.
In order to have good customer care, we need to understand others and their world. Do what they do at least 1 hr per week (i.e., play a video game; watch their TV program, read their type book, etc.)
Notice what makes me feel like someone cares and just work on that one thing only!
Listen 
, smile 
, and make eye contact 
.
Brenda Jean’s symbol is a frog 
because we are always hopping from situation to situation all the time (other duties as assigned).
Be sure and always keep the book “180 Ways to Walk….” on your desk so that it gets your attention and reminds you. Bring the book to all training sessions.
Five Things Not To Say or May I Start a Fight?
Adult learners want it fast, simple and easy. Presentation listed five things not to say. Assignment for next time is to find a corresponding answer in the book for every wrong statement
| Wrong/Never Say | Right |
I don’t know. (If you start with this, people quit listening.) |
Let me find out for you…. |
We can’t do that. (Remember that no rule is absolute.) |
I’m glad you’ve brought this to my attention….. That’s a tough one. Let’s see how much flexibility there is…. |
You’ll have to…. (Sets up resistance immediately.) |
Here’s how I can help with that. The next time that happens, here’s what can be done…. (Give your personal cell phone #--only 1 out 50 people will use it. It can still go to your voice mail.) Let me assist you in (restate their objective) by doing …… |
Hang on a second, I’ll be right back. (my time is more important than your time) |
It may take me 2-3 minutes to get that information. May I call you back within the hour? Are you able to wait while I locate this information? |
No (at the beginning of a sentence) (negative beginning—person quits listening.) |
Yes, I can spend some time researching our options. Yes, I know voice mail can be frustrating Yes, we can (say what you can do for them.) |
Summary: check notes or review someone else’s, talk about today and sign the poster.
And last, but not least, please remember Annie Oakley’s statement to her husband Buffalo Bill “It’s All Theatre, Dear…it is all theatre!”
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