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Essential Elements of Internal Customer Service

Workbook

Copyright Telephone Doctor, Inc.All Rights Reserved

Improving the way your organization communicates with customers.30 Hollenberg Court • St. Louis, MO 63044

Licensed for internal use only ©Telephone Doctor, Inc., St. Louis, MO

PHONE 314.291.1012 • 800.882.9911 • FAX 314.291.3710

CONTENTS

Getting the Most From The Participant Workbook..............................................................................................................3Before and After Skills Inventory.....................................................................................................................................4-6Key Point #1: Know the Mission of Your Organization and Your Role..............................................................................7Key Point #2: Internal Service is Everyone's Responsibility..............................................................................................8Key Point #3: Respect Employee Differences...................................................................................................................9Key Point #4: Recognize the Personal Space of Others.................................................................................................10Key Point #5: Work to Resolve Conflicts....................................................................................................................11-12Key Point #6: Show Appreciation...............................................................................................................................13-14A Call to Action………………………………………………………………………………………………………………………15A Quiz on Essential Elements of Internal Customer Service............................................................................................16A Closing Word ................................................................................................................................................................17Key Points.........................................................................................................................................................................18Before and After Skills Inventory Answers........................................................................................................................19Answers to Quiz Questions..............................................................................................................................................20Participant’s Notes.......................................................................................................................................................21-23

About Telephone Doctor® Customer Service Training…Telephone Doctor is a St. Louis based customer service training company that offers products and techniques designed to improve the service skills of customer contact employees. Nancy Friedman, our founder and president, presents this video program. Through videos, CD-ROMS, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings, and reduce employee turnover. For additional information, please visit www.telephonedoctor.com.

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ESSENTIAL ELEMENTS OF INTERNAL CUSTOMER SERVICE WORKBOOK

Getting The Most From The Participant Workbook

In order to receive the maximum benefit of this Participant Workbook, a clear understanding of the value of training is necessary.

Why Training?1. No matter what you call your customers (citizens, members, students, clients, taxpayers or #*&@!), when you

think about it, they’re the ones who are providing your organization with its income.2. Your interaction with a specific customer will likely be the basis for that customer’s entire impression of the

service your organization offers.3. The single greatest way a company can distinguish itself from its competition is by the level of service it

offers, and the higher level of service your organization offers, the more successful it will be. Successful firms are better able to compensate employees and increase the growth of their businesses.

4. Thus, it is vital to the success of your organization that you provide the most positive customer service communication with each and every customer.

What’s In It For You?This Telephone Doctor® course will provide you with simple, yet effective, skills and techniques which, when used exactly as directed, will improve your customer contact situations. The benefits to you:1. Increased confidence from having the right tools.2. Reduced stress by better handling challenging situations.3. Increased job satisfaction from doing something well.4. That great feeling you get inside from helping others.5. Increased value to your employer.

Using The Participant Workbook With A Facilitator1. If this Participant Workbook is part of an instructor-led classroom setting, the facilitator will instruct you as to

what portions of the Participant Workbook will be used. Be sure to complete the exercises and participate fully. The more participation, the more rewarding the experience.

2. This Participant Workbook will help you learn and retain the important skills taught in this course. It is also valuable as a future reference source.

Using The Participant Workbook As A Self-Paced Study1. The Participant Workbook is designed to help process the information found in the program, “Essential

Elements of Internal Customer Service.” It serves as your guide, and each Participant Workbook section is self-explanatory. Everything you need, besides a pen or pencil and the program, is included.

2. Before watching the program, complete the quiz on “Essential Elements of Internal Customer Service.” 3. Now it’s time to view the program. We suggest first watching the entire program. Then watch it again, this

time in small bits.4. As you watch, take notes on designated pages in the back of the Participant Workbook.

When you’re confident you understand the skills presented in the program, begin answering the Review Questions in this Participant Workbook. Don’t rush. Take time to relate each Key Point to yourself and your job.


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Before-and-After Skills Inventory

Before watching the program – Essential Elements of Internal Customer Service – answer the questions below to the best of your ability. Do not score your answers yet. Wait until you complete the second part of the Before-and-After Skills Inventory at the end of the course. Then score both your “Before” and “After” responses. You'll find the correct answers on page 19 of this workbook. The difference between the two scores will show you how much you've learned in the course.

Before After

1. A customer is one who buys the products or patronizes the services of another party. (T or F)

□ □2. Which is more important—external or internal customers?

a. No one is more important than an organization’s external customers.b. Excellent customer service to both internal and external customers is

imperative to a successful organization.c. Internal customer service is most important because these are the people

you see and rely on every workday.

□ □3. Co-worker is another name for your internal customers. (T or F)

□ □4. Your employer pays you because:

a. You work hard and deserve it.b. You have unique skills and talents and contribute to the company’s

success.c. If it wasn’t for you, the company would be lucky to be in business this time

next year.d. You contribute to the organization’s basic purpose of existing by either

directly or indirectly providing service to customers or someone who does.

□ □

5. It’s important to know the mission of your organization and your role in it. (T or F)

□ □6. In any organization, who is responsible for internal customer service?

a. Management.b. First line, customer contact employees.c. Someone designated by Human Resources.d. Everyone from top management to the newest employees.

□ □7. Not practicing good internal customer service sends a double standard

message to employees. (T or F) □ □


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BeforeAfter8. Diversity in the workplace is the result of people with:

a. Different genders, religions, races and sexual orientationb. Different work styles, lifestyles and personalities.c. All of the above.d. None of the above.

□ □9. It’s all right to mimic/mock a fellow employee as long as you’re sure he/she

won’t hear you. □ □10. In order to provide a high level of internal customer service and treatment to your

co-workers, you must:a. Understand and accept his/her point of view.b. Agree to respect the differences.c. Try to avoid confrontation.d. Pretend you didn’t know.

□ □11. An organization is like a clock because:

a. It runs best if it’s kept all wound up.b. All parts need to operate smoothly and be integrated with all the other parts

to be successful.c. Some parts are more important and noticeable than others.d. It doesn’t matter any more since most clocks are digital or run on batteries.

□ □

12. Most offenses involving personal space are intentional. (T or F) □ □13. When you have a conflict with a fellow employee, it’s important for you to:

a. Get to the supervisor to tell our side of the story FIRST.b. Get as many of your co-workers as possible to side with you before

confronting the offending employee.c. Try to resolve the conflict without management involvement first.d. Don’t fight it—some people always get away with bad behavior.

□ □

14. Negative internal conflicts can affect the quality of treatment to external customers. (T or F) □ □


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Before After

15. It’s important to show co-workers appreciation because:a. Offering praise when truly warranted goes a long way towards fostering

positive work environment.b. Some people pout if they don’t get praised.c. It makes you look good to management.d. It helps if you ever need to borrow money for lunch.

□ □

Total Correct Answers: □ □


5

Telephone Doctor®

Check–Up Report

□ - □ ÷ □ x 100 = □After Before Before % Improvement

How Did You Do?


Key Point #1: Know the Mission of Your Organization and Your Role

Be aware of the big picture and know how your specific role is helping your organization achieve its mission.

1. In the first segment, a man was asked to describe his job.

A. How were the two scenarios the same?

B. How were they different?

2. Nancy asked the question, “Did you ever stop to think about why your employers pays you?” Why does ___________________________ pay you?

3. Why is it important for us to be customers to each other?

4. Why is it important to keep in mind how our department contributes to the entire organization?

Skills Practice: Know the Mission of Your Organization and Your RoleUse this space to complete the instructions provided by the facilitator.

TELEPHONE DOCTOR ® PRESCRIPTION: 1. The whole reason you and your department co-workers are part of your team is because you contribute to the

organization’s basic purpose for existing.2. Either you directly service your organization’s customers, or you service someone who does.3. It’s easy to forget the big picture. We need to keep in mind how our department contributes to the entire

organization.


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Key Point #2: Internal Service

Remember, avoid double standards when it comes to delivering great internal customer service.

1. How was the double standard portrayed?

2. How does this send a double standard message to the staff?

3. Why is it important for great service outside the organization to begin within the organization?

Skills Practice:

Eliminates the

List ways you can help prevent double standards in your organization.

____________________________________________________________________________________________________________________________________________________________________________________________________________________________

TELEPHONE DOCTOR ® PRESCRIPTION :1. In order for great service to be projected outside the walls of your organization, it must start from within the

organization.2. Every team member needs to be dedicated to making great internal service as high a priority as great

external service.3. Don’t create a double standard by prioritizing external service while falling short on delivering internal service.4. Remember, offering a consistently high level of internal service is everyone’s responsibility..


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Key Point #3: Respect Employee Differences

Be tolerant of all the differences that make up your diverse workplace.

1. What is Joe’s first reaction to hearing Wayne’s message on his voice mail?

2. What is Joe missing about his role in the organization?

3. What should be Joe’s focus?

4. What insights did Cynthia give Joe about Wayne?

5. What makes up a diverse workplace?

6. How does tolerance differ from understanding?

TELEPHONE DOCTOR ® PRESCRIPTION :1. Many internal service challenges are the result of basic differences in people.2. The range and variety makes your organization a stronger and more interesting place to work.3. Acknowledge that we work in a diverse world and there are many differences in how people look, talk, think

and act.4. Focus on the issue at hand.5. Just because someone is or acts differently, is no excuse to practice poor internal service.


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Key Point #4: Recognize the Personal Space of Others

Be sensitive to the fact that other people are working nearby and practice the “Golden Rule” in all your office interactions.

1. How do the components of a clock relate to today’s modern office?

2. At one time, there was a popular video game known as “Space Invaders.” How were Cynthia and Joe “personal space invaders” to Karen?

3. How does Karen control the situation in the second scene?

4. How do Joe and Cynthia react?

5. In the program example, it was clear Joe and Cynthia did not intentionally invade Karen’s personal space. Based on your experiences, discuss intentional vs. unintentional space invasion.

6. What are some other examples of “personal space invasion” in your organization?

TELEPHONE DOCTOR ® PRESCRIPTION :1. A lack of respect for a co-worker’s personal space may hurt effectiveness when dealing with our customers.2. Don’t be a “personal space invader.”3. Many times the offense is unintentional.4. Use common sense. When we work in close proximity with others, we need to be especially sensitive to

recognizing the personal space of others.


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Key Point #5: Work to Resolve Conflicts

Use the 3-step BIF approach for smoothing out rough spots in your relations with others.

1. Why is Cynthia upset with Joe?

2. How did Joe react to Cynthia?

3. Using the process called the BIF approach will help resolve internal issues and possibly prevent the need for management involvement. What is the BIG approach?

4. How was Cynthia’s tone of voice important to the success of the BIF approach?

5. Will the BIF approach work every time?


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Skills Practice: 3-Step BIF Approach

In the space provided, develop a strategy using the BIF approach to help you resolve a conflict in which you may currently be involved. The objective is to avoid involving a manager.

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

TELEPHONE DOCTOR ® PRESCRIPTION :1. Internal experiences can impact how well your organization operates.2. Use the BIF approach to maintain positive workplace atmospheres and improve work relationships without

involving a manager.3. Use a calm delivery to avoid escalating the situation.4. Be aware that the BIF approach may not work in every case. Using the BIF approach will help you know how

you handled the situation professionally.


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Key Point #6: Show Appreciation

When someone does something good that affects you, let him/her know, again using the 3-step BIF approach.

1. In your opinion, why was Judy disappointed at Don’s response to her questions about the budget report?

2. How did Judy react to Don’s request to another report?

3. When one of your co-workers does a god job, why does it deserve to be recognized?

4. How can you use the BIF approach in this situation?

5. What long-term effects will you see from using the BIF approach to praise a co-worker?


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Skills Practice: Show Appreciation

Reflect back over recent events when someone helped you in a way that made your job easier or helped you to complete a project on time. Apply the BIF Approach in the space provided to show appreciation for the help you received.

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

Now script a message in the form of a “thank you” note to show appreciation.

SHOW APPRECIATION

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

TELEPHONE DOCTOR ® PRESCRIPTION :1. When one of your co-workers does a good job that helps you, it deserves to be recognized.2. Too many people are quick to complain and slow to praise.3. Use the BIF approach to acknowledge and show appreciation for a job well done.4. Offering praise, when it’s truly warranted, goes a long way toward fostering a positive work environment that’s

conducive to great internal customer service.5. Great internal customer service helps lead to great external service.


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A Call To Action!It’s great to be reminded of what we know and to be able to learn more about the essential elements needed to provide excellent internal customer service. In order to improve how service is provided to your internal customers, ACTION must be taken. Based on this program, list the steps you plan to implement to help you create an environment of excellent internal customer service. It’s time to take ACTION.


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1.

2.

3.

4.

5.

It’s Fun To Be Good!


A Quiz on Essential Elements of Internal Customer Service

Note: Here’s a chance to see how much you’ve learned about the essentials of internal customer service. In each blank, put the letter of the correct answer to each of these questions. You’ll find the answers to these questions on page 20.

____ 1. The whole reason you and your department co-workers are part of the team is becauseA. the company would fall apart without you.B. your organization is built on the same system as the federal government; you serve as part of the

check and balances.C. you contribute to the organization’s basic purpose for existing.

____ 2. In order for great service to be projected outside the walls of your organization, it must start from within the organization.

T. TrueF. False.

____ 3. Offering a consistently high level of internal service is:A. the responsibility of the customer service department.B. everyone’s responsibility.C. an unachievable goal.

____ 4. Many internal service challenges are the result of difficult people in the organization.T. TrueF. False

____ 5. Complete the following sentence: Acknowledge that we work in a diverse worldA. and there are many difference in how people look, talk, think and actB. where there always will be conflict and strife.C. which makes it difficult to stay focused.

____ 6. When we work in close proximity with others:A. our productivity will always suffer.B. it’s best to keep our nose to the grindstone and not talk to anyone.C. we need to be especially sensitive to recognizing the personal space of others.

____ 7. Which of the following is not a part of the 3-step BIF Approach to resolve conflict?A. Describe the behavior. Use specific facts or an objective description.B. Tell the effects the behavior is having on you. How is it impacting your job or your performance?C. Tell how the behavior and impact causes you to feel.D. If you do not get the results you want, now it’s time to raise your voice to make your point.

____ 8. Be assured the BIF Approach will work in every case because of the professional manner in which the situation was handled.T. TrueF. False

____ 9. When your co-worker does a good job that helps you, it deserves to be recognized.T. TrueF. False

____ 10. Offering praise, when it’s truly warranted, goes a long way towards:A. getting you the attention you need in order to advance in the organization.B. fostering a positive work environment that’s conducive to great internal customer serviceC. repairing the damage done when you were quick to complain the last time.


15


A Closing Word

On the next page, you'll find a summary of the key points made in this course. They're crucial because they can make a real difference to you and to your future. We urge you to do three things with them:

Memorize them;

Keep them in mind every time you use the telephone;

Practice them.

The last of the three is by far the most important. Knowing how to use the telephone effectively isn't good enough. You need to put what you know to use. You need to make it work for you. If you do, you'll get what we promised at the start of this course–more satisfaction from your job . . . and a brighter future for your company and for yourself.

● You've got the skills.

● You've got the knowledge.

● You've got the purpose.

● THE REST IS UP TO YOU.

Good Luck!

And Remember . . .

IT'S FUN TO BE GOOD!


16


Key Points – Essential Elements of Internal Customer Service

Key Point #1: Know the Mission of Your Organization and Your RoleA. The whole reason you and your department co-workers are part of your team is because you

contribute to the organization’s basic purpose for existing B. Either you directly service your organization’s customers, or you service someone who does.C. It’s easy to forget the big picture. We need to keep in mind how our department contributes to the

entire organization.

Key Point #2: Internal Service is Everyone’s ResponsibilityA. In order for great service to be projected outside the walls of your organization, it must start from

within.B. Every team member needs to be dedicated to making great internal service as high a priority as great

external.C. Don’t create a double standard by prioritizing external service while falling short on delivering internal

service.D. Remember, offering a consistently high level of internal service is everyone’s responsibility.

Key Point #3: Respect Employee DifferencesA. Many internal service challenges are the result of basic differences in people.B. The range and variety makes your organization a stronger and more interesting place to work.C. Acknowledge that we work in a diverse world and there are many differences in how people look, talk,

think and act.D. Focus on the issue at hand.E. Just because someone is or acts differently is no excuse to practice poor internal service.

Key Point #4: Recognize the Personal Space of OthersA. A lack of respect for a co-worker’s personal space may hurt effectiveness when dealing with our

customers.B. Don’t be a “personal space invader.”C. Many times the offense is unintentional.D. Use common sense. When we work in close proximity with others, we need to be especially sensitive

to recognizing the personal space of others.Key Point #5: Work to Resolve Conflicts

A. Internal experiences can impact how well your organization operates.B. Use the BIF approach to maintain positive workplace atmospheres and improve work relationships

without involving a manager.C. Use a calm delivery to avoid escalating the situation. Be aware that the BIF Approach may not work

in every case. Using the BIF approach will help you know you handled the situation professionally.

Key Point #6: Show AppreciationA. When one of your co-workers does a good job that helps you, it deserves to be recognized.B. Too many people are quick to complain and slow to praise.C. Use the BIF Approach to acknowledge and show appreciation for a job well done.D. Offering praise, when it’s truly warranted, goes a long way towards fostering a positive work

environment that’s conducive to great internal customer service.E. Great internal service helps lead to great external service.


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Before and After Skill Inventory AnswersNote: If you haven’t completed both the “Before” and “After” portions of the Before and After Skills Inventory, do not score your responses yet. Refer to page 4 for instructions.

ITEM CORRECT

NUMBER RESPONSE

1. T

2. B

3. T

4. D

5. T

6. D

7. T

8. C

9. F

10. B

11. B

12. F

13. C

14. T

15. A


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Fill out theCheck-Up Report

on Page 6and see how well you did!


Answers to Quiz Questions on Essential Elements of Internal Customer Service

ITEMNUMBER

CORRECTRESPONSE

1. C

2. T

3. B

4. F

5. A

6. C

7. D

8. F

9. T

10. B


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Participant’s Notes:


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