Five Forbidden Phrases

Leader’s Guide

Copyright Telephone Doctor, Inc.

All Rights Reserved

Improving the way your organization communicates with customers.

30 Hollenberg Court • St. Louis, MO 63044

PHONE: 314.291.1012 • 800-882-9911

FAX: 314.291.3710

FIVE FORBIDDEN PHRASESLEADER’S GUIDE

CONTENTS

The Goal of the Course and Course Objectives...... 3

Training Outline: Five Forbidden Phrases...... 4

Before You Begin: Tips for Trainers...... 5-7

Pre-Program Quiz on the Five Forbidden Phrases...... 8-9

Discussion Questions & Skill Practice –Key Point #1: “I Don’t Know”...... 10-11

Discussion Questions & Skill Practice –Key Point #2: “We Can’t Do That”...... 12-13

Discussion Questions & Skill Practice –Key Point #3: “You’ll Have to…”...... 14-15

Discussion Questions & Skill Practice –Key Point #4: “Just a Second”...... 16-17

Discussion Questions & Skill Practice –Key Point #5: “No” at the Start of a Sentence...... 18-19

Post-Program Activity ~ Five Forbidden Phrases...... 20

Before They Go...... 21

A Call to Action...... 22

Closing Words...... 23

Key Points...... 24

About Telephone Doctor, Inc. Customer Service Training

Telephone Doctor, Inc. is a St. Louis based customer service training company which offers products and techniques designed to improve the service skills of customer contact employees. This program is presented by Nancy Friedman, our founder and president. Through DVDs, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor, Inc. has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings and reduce employee turnover. For additional information, please visit .

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The Goal of the Course: Five Forbidden Phrases

Are you familiar with the saying “It’s not what you say, it’s how you say it.”? Often times what we think we said is translated differently in the mind of the receiver. The goal of this course is to: identify how five commonly used phrases prohibit positive communication.

Objectives:

In support of this goal, participants who have successfully completed this course will have demonstrated, through written, verbal and/or skill practice exercises, the ability to:

List five phrases which are neither friendly nor helpful and should be avoided when working with customers

Offer at least one effective alternative for each of these phrases

Demonstrate, by participating in and/or analyzing skill practice exercises, effective application of appropriate alternative phrases

The long-term value of this program creates a need to utilize the content in a variety of different uses. The following outline is based on a more traditional approach of showing the program in its entirety, then participating in discussions.

Additional uses include:

● One key point at a time during a staff meeting

● Use a single segment as a buy-in activity

● Individual key points can be used to add another dimension to other training programs

FIVE FORBIDDEN PHRASESLEADER’S GUIDE

Training Outline: Five Forbidden Phrases

I.Introduction to the Topic (See “The Goal of the Course” on page 3) (3 min.)

A.State the goal of the course in your opening comments

B.Include the class objectives

II.Getting Acquainted (see “Tips for Trainers” on pages 5-7) (15 min.)

A.Introduction of trainer

B.Use an icebreaker activity or buy-in activity

C.Administer the Pre-Program Quiz (pages 8-9)

III.View Program: Five Forbidden Phrases (12 min.)

IV.Application of Key Points (45 min.)

For each Key Point:

♦ Ask the class discussion questions provided in the Leader’s Guide

♦ Have participants complete the accompanying Participant Workbook pages

♦ Optional: Use corresponding skill practices

V.Wrap Up (see “Before They Go” on page 23) (15 min)

  1. Select method of review
  2. Use a commitment activity
  3. Hand out Desktop Reminder Cards
  4. Ask participants to complete evaluation

NOTE:The normal total length of this class is approximately 90 minutes using the Key Point discussion questions only. For each skill practice activity included in the session, increase the total length of the class by approximately 10 minutes. For example, if using skill practices #1, 3 & 5, the total length of the class is approximately 2 hours. Depending on the time available and with some imagination, the training can be as short as only watching the program or extended to a full day session.

Before You Begin: Tips for Trainers

To help participants receive the maximum benefits from this course, here are some tips for success:

Assemble Learning Resources

■Locate DVD program Five Forbidden Phrasesand companion CD that includes the PowerPoint presentation and Participant Workbook.

■Using the PowerPoint Presentation and Participant Workbook for attendees will greatly enhance the training. (To customize your training materials, your organization logo may be inserted in the PowerPoint and Workbook.)

■Desktop Reminder Cards for each participant will encourage behavior modification after the class.

■You’ll need:

A flip chart or white board and markers, or chalkboard and chalk.

Media equipment: TV with DVD player or computer with DVD drive, speakers and screen or wall.

Create a Comfortable Learning Atmosphere

■Choose a comfortable, well-lit room with no distractions.

■Arrange straight tables in a u-shaped set-up or use round tables. Either way, it is important that each participant be able to make eye contact with other participants.

■Use name tents or name tags for participants.

■Encourage note taking by using the Participant Workbooks or supply pencil and paper.

■Introduce yourself. Give the participants a brief sketch of your background, your experience and how you relate to the training subject. The more comfortable the participants are with you, the more effective you will be in facilitating their learning.

■Allow the participants to get comfortable with each other. Use self-introductions or icebreaking exercises to get the group relaxed.

1.The participants can use your introduction as a model, which will help them overcome any natural reluctance to talk about themselves.

2.Divide the class into groups of two. Give each pair of participants a few minutes to interview each other. Each one in turn introduces his or her partner to the group. This will speed the process of getting the participants to function as a group.

3.Multiple sources for icebreaker exercises exist. Bring your own or visit your favorite bookstore or local library for ideas.

■Schedule breaks as needed.

Before You Begin: Tips for Trainers (Cont.)

■Acquaint the participants with “housekeeping” items. Advise the participants regarding the important features of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.).

■Establish clear goals. The specific learning objectives for this class are included in the Leader’s Guide (page 3). Keep in mind that the clearer the participants’ understanding of their objectives, the more likely it is that they will achieve those objectives.

Involve the Participants

■The corresponding Participant Workbook provides a “Pre-Program Quiz.” This activity has a dual purpose. Use it as a pre-test or buy-in activity which sets the stage for immediate involvement. Reviewing the answers at the end of the training session is very effective to reinforce the new skills and techniques learned in this session.

■Choose the segments of the program that best meet your needs. Decide the viewing method that works best (start/stop, all inclusive, minus the review segment, etc.).

■When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions.

1.Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page.

2.Prior to class, instructor selects most pertinent questions to be completed during class.

3.Assign homework to participants to complete remaining questions.

■Verify participant understanding by asking questions. They should do most of the work. Resist the urge to take over. Facilitate, but don’t dominate. Ask questions, coax answers, encourage give and take.

■Encourage involvement of the participants by beginning questions with phrases such as:

“What did you think about that?”

“Tell me what you just saw.”

“How do you relate to that vignette?”

“That was interesting; what was your take on it?”

“What were your initial impressions?”

“How did that scene make you feel?”

Before You Begin: Tips for Trainers (Cont.)

Involve the Participants (Cont.)

■Reduce participant’s apprehension by positively reinforcing their comments with statements such as:

“That’s interesting; tell me more about what you mean.”

“I hadn’t considered that angle yet.”

“Good point.”

“Okay, thanks for sharing that with us.”

“That’ll be one of the things we need to consider.”

“I really like your insight.”

“That’s sure a unique perspective. Who else has some ideas?”

■Reward participants for their enthusiastic participation. Prizes are always coveted.

NOTE:Telephone Doctor encourages you to create your own skill practices for each key point to simulate issues specific to your organization.

Pre-Program Quiz on the Five Forbidden Phrases

Before watching the program the Five Forbidden Phrases, have the participants answer the questions below to the best of their ability. Review the answers as a group at the end of the training session.

1.Select the best recommended response if a customer asked you, “Have you ever been to China?”

  1. “No, I haven’t.”
  2. “No way, it’s too cold.”
  3. “I haven’t been there yet, but it might be fun to go to someday.”

2.The suggested alternative to the forbidden phrase “I don’t know” is:

  1. “That’s a great question; let me check and find out.”
  2. “Wow, that’s a good one. I’m not sure how to get that information.”
  3. Just be honest, if you don’t know something, simply tell the customer.

3.Why is the innocent sounding phrase “just a second” considered a forbidden phrase?

  1. It’s not truthful. Virtually all service situations take longer than a second.
  2. It shouldn’t be forbidden because you’re only being honest.
  3. Because you should under-promise and over-deliver. Using “just a minute is better.”

4.A positive alternative to saying, “We can’t do that” would be:

  1. “I’m very sorry, but we cannot do that.”
  2. “Well, here’s what we CAN do …” (tell them what you’re able to do).
  3. “No, I apologize, but that’s simply not an option sir.”

5.The Five Forbidden Phrases are:

  1. Rarely used in today’s business culture.
  2. Offensive because they are abusive, swear words.
  3. A list of common phrases that should be avoided when dealing with customers.

6.Which of the following is NOT a reason why “No” at the start of a sentence is considered a forbidden phrase:

  1. “No” is instant rejection.
  2. “No” can be harsh sounding.
  3. Saying “No” doesn’t help the customer.

A Quiz on the Five Forbidden Phrases (Cont.)

7.The specific purpose for learning the Five Forbidden Phrases and when to use the recommended positive alternatives is:

  1. To speed up and expedite customer service situations.
  2. To improve the way you communicate with your organization’s customers.
  3. To be able to manipulate your customer’s behavior.

8.What’s wrong with telling a customer, “We can’t do that?”

  1. There’s nothing wrong with it, you should always be honest with customers.
  2. This program explains why starting a sentence with the word “We” should be avoided.
  3. Telling customers “We can’t do that” doesn’t help them. Customers are concerned with what you CAN do, not what you CAN’T do.

9.The recommended response instead of the forbidden phrase “You’ll HAVE to …” is:

  1. “You’re really going to HAVE to …”
  2. “You’ll NEED to …”
  3. “Sir, if you want your issue resolved, you’ll really HAVE to …”

10.There’s really not much difference between telling a customer “you’ll NEED to …” as opposed to saying “you’ll HAVE to …”

  1. True
  2. False

FIVE FORBIDDEN PHRASESLEADER’S GUIDE

Discussion Questions –Key Point #1:“I Don’t Know”

1.Since “I don’t know” is sometimes honest, what’s wrong with saying it to a customer?

♦It may be honest; however, it doesn’t help the customer, which is the job of everyone in the organization.

♦Nobody knows everything. If a customer asks a question pertaining to our organization, you can and should find an answer.

2.Occasionally, everyone will get a question they aren’t able to answer. What are some recent questions you’ve been asked and how did you respond?

♦Collect examples from the work experience of the participants and discuss their responses. During the discussion, be alert for comments indicating the customer’s reaction to their responses.

3.What would have been a better response?

♦“That’s a great question! Let me check and find out.”

4.Why is that a good answer?

♦It lets the customer know you’re willing to go the “extra step” to be of service.

TELEPHONE DOCTOR® PRESCRIPTION:

1.Replace “I don’t know” with: “That's a great question! Let me check and find out.”

2.Go the extra mile.

Skill Practice – Key Point #1:“I Don’t Know”

Facilitator Note: The ability to give great service to customers without using the Five Forbidden Phrases is so important that you may want the participants to spend some extra time discussing situations and alternatives. Here are some questions to stimulate conversations:

1.Customers usually don’t know who’s responsible for what at our organization. Because of that, they may ask questions about matters you don’t deal with on a daily basis.

♦When that happens, what is wrong with saying “I don’t know?”

  1. Next, let’s come up with positive alternate responses to use in the future to eliminate negatives. Avoid saying – I don’t know, I have no idea, I’m not sure, I believe, I think, maybe. This is a great opportunity to have FUN. Divide your class into small groups with 3 or 4 members. Have each person respond with a positive alternative to the questions below.

When’s ______birthday?

What’s the zip code for Anchorage, Alaska?

What day of the week does Christmas fall on?

Does ______wear a size 3 shoe?

What time did the sun rise this morning?

Who went to the game last week?

3.What is the Telephone Doctor’s recommended positive alternative phrase to use when you don’t have the answer to a question?

▪“That’s a great question; let me check and find out.”

Discussion Questions –Key Point #2: “We Can’t Do That”

1.What’s wrong with telling a customer, “We can’t do that”? After all, there are certain things an organization may not be able to do.

♦Telling a customer what you can’t do doesn’t help. It’s useless.

♦Customers are only concerned with what you can do.

2.Think of instances on your job in which you’ve told a customer, “We can’t do that.” What would a better response have been?

♦Prompt the participants to contribute situations from their work experience.

♦Allow the class to discuss these and develop alternative “Here’s what we can do . . .” responses.

3.Think about an “impossible” question you’ve been asked concerning our organization. How can you find an answer or respond in a positive way?

♦Encourage several people to pose their “impossible” questions.

♦Have the class brainstorm some possible positive alternative responses.

4.Why is it important to tell the customer what you can do?

♦Because you can probably offer an alternative solution that will work for the customer.

♦It makes you look good and the customer feel great.

TELEPHONE DOCTOR® PRESCRIPTION:

1. Tell the customer what you can do. “Here’s what we can do for you.”

2. Offer a positive alternative.

Skill Practice – Key Point #2: “We Can’t Do That”

Facilitators Note: Divide participants into groups. Instruct each group to complete the activity below. Create positive responses through the implementation of the discussed key points. Encourage each group to share their answers with the group in different ways. Ask each team to read off their answers and discuss other situations where this technique will be effective.

  1. Organization policies and regulations normally define what is, and what is not, allowed.

♦How should we respond to the customer who requests something that is specifically prohibited, unavailable, never existed or even a policy?

2.Use the activity below to revisit the vignette in the program and come up with situations in our organization where you are unable to do what a customer wants. The first example comes from the program where the customer requests an after hours appointment.

What couldn’t be done? / What positive alternatives were offered?
Stay open after 5:00 / Transfer the call to Mark Murphy, our adjuster
Mark could see her over lunch
She could get off a little early to come in tomorrow
What phrase was used to offer the alternatives?
Here’s what we can do.
Write some things you or your company are not able to do for your customers. / List some positive alternatives.

Discussion Questions –Key Point #3: “You’ll Have To…”