STRATEGY & CONCEPTS CONSULT

DELIVERING MTN
BRANDED CUSTOMER
SERVICE
Customer Service Trainee Workbook

2011

W W W. S T R A T E G Y A N D C O N C E P T S . C O M

Exercise 1
Internal Customers

How my Job Affects theirs

Exercise 2a
Exercise 2b
Interpersonal Communication
Skills Inventory
SECTION I
USUALLY

SOMETIMES

SELDOM

Write down five words that expresses how you feel about your
customers
(a) Interested
(b) Problems
(c) Thanks
(d) Ignored
(e) Green
(f) Disturbed

Emphatic
Informed
issues
Jargon
Clarity
Acknowledgement
Disinterested
Unclear
Pleasant
Content
Red
Unpleasant

Trainee Workbook

1. Is it difficult for you to talk to

other
people?
2. When you are trying to explain
something, do others tend to put
words in your mouth, or finish
your sentences for you?
3. In conversation, do your words
usually come out the way you
would like?
4. Do you find it difficult to express
your ideas when they differ from
the ideas of people around you?
5. Do you assume that the other
person knows what you are trying
to say, and leave it to him/her to
ask you questions?
6. Do others seem interested and
attentive when you are talking to
them?
7. When speaking, is it easy for you
to recognize how others are
reacting to what you are saying?
8. Do you ask the other person to tell
you how she/he feels about the
point you are trying to make?
9. Are you aware of how your tone of
voice may affect others?
10.In conversation, do you look to
talk about things of interest to
both you and the other person?

SCORE: SECTION I TOTAL

_____________

Interpersonal Communication
Skills Inventory
SECTION II
USUALLY

11.In conversation, do you tend to do

more talking than the other person
does?
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SOMETIMES

SELDOM

12.In conversation, do you ask the other

person questions when you dont
understand what they have said?
13.In conversation, do you often try to
figure out what the other person is
going to say before they have finished
talking?
14.Do you find yourself not paying
attention while in conversation with
others?
15.In conversation, can you easily tell the
difference between what the person is
saying and how he/she may be
feeling?
16.After the other person is done
speaking, do you clarify what you
heard them say before you offer a
response?
17.In conversation, do you tend to finish
sentences or supply words for the
other person?
18.In conversation, do you find yourself
paying most attention to details and
frequently missing the speakers
emotional tone?
19.In conversation, do you let the other
person finish talking before reacting to
what she/he says?
20.Is it difficult for you to see things from
the other persons point of view?
SCORE: SECTION II TOTAL

___________

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Interpersonal Communication
Skills Inventory
SECTION III

USUALLY

21.Is it difficult to hear or accept

constructive criticism from the other
person?
22.Do you refrain from saying something
that you think will upset someone or
make matters worse?
23.When someone hurts your feelings, do
you discuss this with him/her?
24.In conversation, do you try to put
yourself in the other persons shoes?
25.Do you become uneasy when
someone pays you a compliment?
26.Do you find it difficult to disagree with
others because you are afraid they will
get angry?
27.Do you find it difficult to compliment
or praise others?
28.Do others remark that you always
seem to think you are right?
29.Do you find that others seem to get
defensive when you disagree with
their point of view?
30.Do you help others to understand you
by saying how you feel?

SCORE:

SECTION III TOTAL

__________

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SOMETIMES

SELDOM

Interpersonal Communication
Skills Inventory
SECTION IV
USUALLY

SOMETIMES

SELDOM

31.Do you have a tendency to change the

subject when the other persons feelings
enter into the discussion?
32.Does it upset you a great deal when
someone disagrees with you?
33.Do you find it difficult to think clearly
when you are angry with someone?
34.When a problem arises between you and
another person, can you discuss it
without getting angry?
35.Are you satisfied with the way you
handle differences with others?
36.Do you sulk for a long time when
someone upsets you?
37.Do you apologize to someone whose
feelings you may have hurt?
38.Do you admit that you are wrong when
you know that you are/were wrong about
something?
39.Do you avoid or change the topic if
someone is expressing his or her feelings
in a conversation?
40.When someone becomes upset, do you
find it difficult to continue the
conversation?

SCORE: SECTION IV TOTAL _______

TOTAL SCORE FOR ALL SECTIONS (I THROUGH IV)

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______

Exercise 3A
Instructions: Briefly describe the worst customer service experience you have had in recent months,
detailing what happened and how the service provider treated you.

How did the treatment make you feel? __________________________________

Will you go back there? ______________________________________________

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Exercise 3B
Instructions: Briefly describe the best customer service experience you have had in recent months,
detailing what made it happened and how the service provider treated you.

How did the treatment make you feel? __________________________________

Will you go back there? ______________________________________________

Trainee Workbook

HOW CUSTOMERS VIEW SERVICE QUALITY

Len Berry and his team of researchers at Texas A&M University have determined that
the following five categories are most critical in showing that you care about customers
and in meeting customer needs.

Reliability - Capability to deliver the service that was promised in a

dependable and accurate way.

Assurance - Skill, knowledge, and courtesy of employees, and their

ability to solve problems confidently and convey trust

Tangibles - Products, services, and the appearance of buildings, facilities,

and equipment.

Empathy - Caring, individual

extended to customers.

Responsiveness - Eagerness to help customers and deliver prompt

service

attention,

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and

relationship

building

Exercise 4a
How do we show that we care? The questions below will encourage you to consider
customer needs and what it takes to meet those needs.
Instructions: For each scenario below, write the evident customer need (reliability,
responsiveness, assurance, empathy, tangibles) in column A. In column B, write Yes
or No, depending on whether you think the need was met
SCENARIO

CUSTOMER NEED

A computer company offers a

special price in an advertised
computer sale. When
customers get there, they are
told the company had only one
in stock and it was sold.
A customer asks a server
which is better, the meatloaf
or the turkey. He says, I dont
know. I just work here.
A customer arrives at a store
five minutes before closing to
buy an item needed for the
next day. The salesperson
says, Youll never
make it; that item is in the
back of
the store and we close in five
minutes.
A customer enters a bank
building
that has breathtaking dcor
and
tasteful signs directing her to
the right area
A customer is buying a new
digital camera but has no idea
how digital cameras work. The
salesperson says, Dont
worry. It takes some time to
learn, but youll do it I know
how frustrating new
technology can be. Let me
show you how to get started.
An employee is having a bad
day at work. Knowing that she
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WHAT WOULD YOU HAVE DONE?

WAS THE NEED MET?

sometimes gets a cup of

coffee to revive, her boss
offers to bring her some
coffee.

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Exercise 4b

Instructions: For each category below, in the column Dimension list what areas
apply to your organization and in the column Action write down what you can do to
enhance the customers experience in that area.

Dimension
Reliability:
Assurance
Tangibles
Empathetic
Responsive

Action

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Exercise 5
FIRST IMPRESSIONS
Instructions: Rate yourself: Circle 5 if no improvement is required, circle 1 or 2 if you

need considerable improvement. Be honest and if uncertain also ask a colleague/friend

for their opinion

Excelle Goo Fair Wea Poor

nt
d
k
Hairstyle, hair grooming
(appropriate length & clean)
Personal habits of
cleanliness
(body)
Personal habits of hygiene
(hands, fingernail & teeth)
Attire and jewellery
(appropriate)
Neatness
(shoes, boots, suitable and
tidy)
General grooming
(appear professional)
Appropriate words & tone
(swearing, huffing,
screaming)

TOTAL SCORE______________________________________

Trainee Workbook

Exercise 6
Instructions: read the email below and underline/circle any issues you find. In the
space provided, what mistakes you think the writer made. E.g. wrong spelling etc.

To: actng.mny@lpa.com
From: peterrut@lpa.com
Re: screw up
CC:
Jackie.colr@lpa.com,
Steve.bldr@lpa.com,
Molly.daut@lpa.com,
Aron.sn@lpa.com
I submitted my expense report last week and I stil dont have a check back : - ( I
always have prolbems srecieving my checks on time! I know that you have
cutoff times and I usually make them, so I dont know what is happening? I
sthere any way that you could notify people when you dont process thier
reports on time? CAN YOU CLARIFY EXACTLY HOW YOUR PROCESS WORKS? - as
well as review the policy that you have regarding cutting checks after the
standard cut off times? Id like to get my check Fedexed to me by tomorrow. I
realize that TNSTAAFL but there might be a better way to handle this!!!!!!! How
do you process chekcs for direct depositi? Do you have the same cut off times?
Can you process last weeks expense report and get it into my Wells Fargo
Account as soon as possible? I really dont want to have to wait an extra week
on this if at all posssible. Please advise. Please dont just give me the typical
RTFM accounting response.

Exercise 7
Action Plan
Actions
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Timescales

Things Im
going to stop
doing

Things Im
going to
continue doing

Things Im
going to start
doing

NOTES

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Appendix A
32 important email etiquette tips:

Answer to Exercise 4a.

1. Reliability
1. Be concise and to the point2. Answer all questions, and pre-empt further
2.questions
Assurance
3. Use proper spelling, grammar & punctuation
3. Responsiveness
4. Make it personal
4. Tangibles
5. Use templates for frequently used responses
5. Empathy and
6. Answer swiftly
assurance
7. Do not attach unnecessary files
8. Use proper structure & layout
6. Empathy
9. Do not overuse the high priority option
10. Do not write in CAPITALS
11. Don't leave out the message thread
12. Add disclaimers to your emails
13. Read the email before you send it
14. Do not overuse Reply to All
15. Mailings > use the bcc: field or do a mail merge
16. Take care with abbreviations and emoticons
17. Be careful with formatting
18. Take care with rich text and HTML messages
19. Do not forward chain letters
20. Do not request delivery and read receipts
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission
23. Do not use email to discuss confidential information
24. Use a meaningful subject
25. Use active instead of passive
26. Avoid using URGENT and IMPORTANT
27. Avoid long sentences
28. Don't send or forward emails containing libelous, defamatory, offensive, racist or
obscene remarks
29. Don't forward virus hoaxes and chain letters
30. Keep your language gender neutral
31. Don't reply to spam
32. Use cc: field sparingly
Taken from http://www.emailreplies.com/

How to handle difficult customer

Step 1: Let the customer vent

Step 2: Avoid getting trapped in a negative filter/Remain

calm

Step 3: Express empathy to the customer

Step 4: Begin active problem solving

Step 5: Mutually agree on the solution

Step 6: Follow up

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Appendix B
Mistake 1: Unclear subject line
The subject line in this e-mail is simply titled screw up. Not only does this title create a
negative tone, but it also provides the reader with no idea of what the e-mail is about until the
document is opened.
Mistake 2: A poor greeting or no greeting
The writer makes no attempt to create rapport by greeting the reader. Instead he/she simply
starts with a description of the problem. Not only is this unfriendly, but it also may put the
reader on the defensive.
A greeting is one of the few ways to convey tone through e-mail.
Mistake 3: Using abbreviations not commonly used or understood
The writer has included two abbreviations that are not in common use by business people today.
Using such hard-to-understand language is roughly the equivalent of sending an e-mail in
English to someone who speaks only French! The possibilities for misunderstanding and
misinterpretations abound. By the way, to see what the abbreviations mean, check out solutions
section in the next section of the chapter.
Mistake 4: Unnecessary CC (carbon copy) of the posting
The four people to whom the author has CCed the message more than likely have no real impact
on solving the problem, and the copies are just a way for the author to cybergossip and vent his
or her frustrations.
Mistake 5: Sloppy grammar, spelling, and punctuation
By not taking the time to spell- or grammar-check his e-mail, the composer runs the risk of
creating a negative online impression. Sloppy e-mails, especially those with flagrant
misspellings, lower your credibility with the receiver.
Mistake 6: Uses all capital letters to make a point
By using all caps in one of the sentences, the author basically is throwing an online hissy fit. In
the digital community, putting all or part of your e-mail in capital letters is equivalent to
shouting and yelling.
Mistake 7: No closing or sign-of
In the same way that the sender uses no introductory salutation or greeting to set a friendly
tone upfront, he or she also omitted a closing or sign-off to end the posting on a positive note.
Mistake 8: Difficult to read
The run-on sentences, repeated points, and absence of paragraph formatting make it obvious
that the author isnt concerned with making his e-mail user-friendly. Instead, the message
rambles on, reflecting no respect for the readers time or ease of understanding.
Mistake 9: Unfriendly tone
The tone of this e-mail is accusing and hostile. Because the reader immediately is put on the
defensive, the likelihood of a helpful response is about the same as Larry Ellison and Bill Gates
going on vacation together.
Mistake 10: Lack of a clear request
What does the author of this e-mail really want from the accounting department? Because this
message is full of so many questions and requests, the person reading it will be hard-pressed to
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figure out which