Part 3.
8. Engage Team in Creating “Reminders” 35–45 min.
LEADER’S NOTE: For this topic, see our worksheet From Learning Points to Reminders.
SCRIPT: [Adopt a lighthearted tone.] Does anyone remember everything we said today? Me, neither. That’s why we all need constant reminders to keep us on track. If we’re going to commit to customer service principles and tactics, we need to remember what they are. So I’d like to engage you in a four-step process to create a series of customer service reminders. I want you to be as creative as possible.
First of all, please turn to our worksheet. [Direct them to its location in handouts or workbook.] As you can see, I’ve summarized all the major learning points we’ve discussed today. Go down the list, topic by topic. Which learning points are the ones we need reminders for? Check them off.
Second, do we want to change the language in any way to customize it for our team, or do we want to leave the language as is? If you want to suggest changes, write the changes on your worksheet, below the learning points.
Third, what form will our reminders take? For example, would it be helpful to put the reminders on a sheet or business card by the phone or cash register so you can make quick reference to them? Would it be fun to have something like “Take care of our customers and we’ll take care of you” on a personal mug? Do we want to use posters, signs, or T-shirts to publicize to our customers that we’re committed to dazzling customer service and want their input on how well we’re doing? Be as creative as you can with ideas about what our reminders will look like.
Finally, are there any other slogans, sayings, or symbols that would help us remember our customer service commitment? How can we “brand-name” ourselves as a team that strives to deliver dazzling service? Does our team need a name and/or logo? These are just a few things to think about in this part of your discussion. Are there any questions? [Entertain questions.]
LEADER’S NOTE: Break the team into groups and ask them to select a facilitator, timekeeper, and note-taker.
Allot 20 to 25 minutes for discussion. Of course, if the groups are fully engaged and need more time, be flexible. While members don’t have to reach consensus on all the reminders, it’s important they identify some of them and you get volunteers to work on creating displays to keep the “buzz” going after the program.
When time is up, facilitate a feedback session and come to consensus on reminders that the team wants to display. Ask for volunteers to form a “Creative Reminders Committee” (feel free to name this group as you wish); then schedule a time when the group can meet to draw up a plan of action. Negotiate a deadline for submitting to you a proposal that includes language, graphics, time frames, and budgets.
9. Summarize Commitments and Wrap Up Program 15–20 min.
LEADER’S NOTE: The summary is unscripted because it depends upon what you and your team accomplished during the program. Here are tips for what to include:
1. Summarize what you have covered today, from assessments and action plans to principles, tactics, and reminders.
2. Prioritize assignments for the near future, set deadlines, and clarify accountabilities. Assignments should include:
• Implement the action plans that were created during the assessment process.
• Practice the tactics identified for the “underpromise and over-deliver” principle, and be prepared to discuss the challenges and triumphs at the next team meeting.
• Practice the eight communication keys. At the next meeting, be ready to report back on what worked and what didn’t work.
• Be aware of recurring customer service problems that need to be solved, and report them as they happen. (Remember: Stage 3 offers suggestions for how to involve your team in creating a standard operating procedure for this task.)
3. Inform your team that you will schedule one-on one meetings to discuss self-evaluations and to create performance improvement plans. You will also begin interviewing potential peer leaders.
Once they are selected, you will start training them so they can help with the ongoing implementation of this program.
4. Finally, make your closing remarks. Be sure they’re personal and passionate, based on your experience of the program. Also:
• Thank team members for their participation.
• Reiterate your commitment to the customer service initiative.
• Assure the team that you will coach and support them every step of the way.
• Re-emphasize that you are counting on their 100 percent participation and commitment.
If it fits your style, you can return to the customer service principles and close with a mini pep rally. You say, “Customer service.” They respond, “It’s non-negotiable.”
You say, “Customer service.” They respond, “It makes work more enjoyable.” And so forth.
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