{"id":281,"date":"2018-05-29T21:10:52","date_gmt":"2018-05-29T21:10:52","guid":{"rendered":"http:\/\/lynnkehlenbeck.com\/?page_id=281"},"modified":"2018-05-29T21:15:46","modified_gmt":"2018-05-29T21:15:46","slug":"customer-service-activity-in-other-words","status":"publish","type":"page","link":"https:\/\/lynnkehlenbeck.com\/index.php\/customer-service-activity-in-other-words\/","title":{"rendered":"Customer Service Activity: In Other Words"},"content":{"rendered":"<h3>Overview of the example<\/h3>\n<p>Ever notice how some simple changes in word choices can change the outcome of a conversation?<\/p>\n<p>This activity encourages participants to think about the words they use when talking with customers. Participants come up with phrases that are not customer-friendly and through skillful training delivery, create new, customer-friendly phrases to use instead.<\/p>\n<p>This 1-hour activity is designed to be delivered in a classroom of 10-25 participants.<\/p>\n<p><a href=\"http:\/\/lynnkehlenbeck.com\/wp-content\/uploads\/2018\/05\/In-Other-Words-Leader-Guide.pdf\" target=\"_blank\" rel=\"noopener\">Click here<\/a> to see the Leader\u2019s Guide. To access the Activity Page, <a href=\"http:\/\/lynnkehlenbeck.com\/wp-content\/uploads\/2018\/05\/In-Other-Words-Activity-Page-and-Answer-Key.pdf\" target=\"_blank\" rel=\"noopener\">click here<\/a>.<\/p>\n<h3><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" class=\"alignleft size-thumbnail wp-image-283\" src=\"https:\/\/i0.wp.com\/lynnkehlenbeck.com\/wp-content\/uploads\/2018\/05\/image-for-in-other-words-activity-1068523-150x150.jpg?resize=150%2C150\" alt=\"\" width=\"150\" height=\"150\" srcset=\"https:\/\/i0.wp.com\/lynnkehlenbeck.com\/wp-content\/uploads\/2018\/05\/image-for-in-other-words-activity-1068523.jpg?resize=150%2C150&amp;ssl=1 150w, https:\/\/i0.wp.com\/lynnkehlenbeck.com\/wp-content\/uploads\/2018\/05\/image-for-in-other-words-activity-1068523.jpg?zoom=2&amp;resize=150%2C150&amp;ssl=1 300w, https:\/\/i0.wp.com\/lynnkehlenbeck.com\/wp-content\/uploads\/2018\/05\/image-for-in-other-words-activity-1068523.jpg?zoom=3&amp;resize=150%2C150&amp;ssl=1 450w\" sizes=\"auto, (max-width: 150px) 100vw, 150px\" \/>Tips and notes<\/h3>\n<p>This activity encourages dynamic contributions. Participants create the content of this course. They are building their knowledge and skill in this activity!<\/p>\n<p>&nbsp;<\/p>\n<h3>Activity purpose<\/h3>\n<p>Identify words and phrases that are not customer friendly and find alternative phrases that are customer friendly and focused.<\/p>\n<h3>Delivery format<\/h3>\n<ul>\n<li>Instructor led: ILT<\/li>\n<li>This can also be adapted for vILT (virtual instructor-led training) delivery.<\/li>\n<\/ul>\n<h3>Group size<\/h3>\n<p>Ideal group size is 10-25 participants<\/p>\n<h3>Facilitator prep time<\/h3>\n<p>For optimal preparation, trainers should spend 2-4 hours discussing improvement opportunities with quality assurance teams and customer service leaders.<\/p>\n<h3>Delivery time<\/h3>\n<p>55 minutes<\/p>\n<h3>Supplies<\/h3>\n<ul>\n<li>Easel and chart paper (1 for the facilitator, 1 per group of 3-4 participants)<\/li>\n<li>Chart markers (3-4 markers per group<\/li>\n<li>Participants\u2019 activity page<\/li>\n<\/ul>\n<h3>Notes<\/h3>\n<ul>\n<li><a href=\"http:\/\/lynnkehlenbeck.com\/wp-content\/uploads\/2018\/05\/In-Other-Words-Leader-Guide.pdf\" target=\"_blank\" rel=\"noopener\">Click here<\/a> to see the Leader Guide.<\/li>\n<li><a href=\"http:\/\/lynnkehlenbeck.com\/wp-content\/uploads\/2018\/05\/In-Other-Words-Activity-Page-and-Answer-Key.pdf\" target=\"_blank\" rel=\"noopener\">Click here<\/a> to see the Activity Page.<\/li>\n<li>A great next step after participants have their lists of customer friendly phrases, would be to practice using the phrases in role-play situations.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Overview of the example Ever notice how some simple changes in word choices can change the outcome of a conversation? This activity encourages participants to think about the words they use when talking with customers. Participants come up with phrases&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"class_list":["post-281","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/lynnkehlenbeck.com\/index.php\/wp-json\/wp\/v2\/pages\/281","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/lynnkehlenbeck.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/lynnkehlenbeck.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/lynnkehlenbeck.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/lynnkehlenbeck.com\/index.php\/wp-json\/wp\/v2\/comments?post=281"}],"version-history":[{"count":18,"href":"https:\/\/lynnkehlenbeck.com\/index.php\/wp-json\/wp\/v2\/pages\/281\/revisions"}],"predecessor-version":[{"id":304,"href":"https:\/\/lynnkehlenbeck.com\/index.php\/wp-json\/wp\/v2\/pages\/281\/revisions\/304"}],"wp:attachment":[{"href":"https:\/\/lynnkehlenbeck.com\/index.php\/wp-json\/wp\/v2\/media?parent=281"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}