Super Customer
Service Plays!
prepared for
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“I am thinking the same
thing about you!”
Honor
Appreciation of difference
Respect
Dignity
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Look for what is right and
unique in others:
• Think about the person you least like. Now
define one thing about that person you respect:
_____________________________
• Next time you see that person think about that
aspect of them and tell them that you respect it.
• If there is a history of tension, tell others how
you respect that person.
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Saying YES
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One player may start off with, "Your coat is so
lovely."
The response of the other player could be, "YES
AND I made it for you."
The other player responds, "YES AND I have a
thousand dollars for it."
"YES AND I am going to use that money to make a
hundred more coats for you."
The players must always have the ‘YES AND' at the
beginning of their sentence.
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Saying YES
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Moderator can begins the story with "Once upon a time
there was a” or “Yesterday I ___ (something imaginary)."
Each participant contributes a "Yes, and...(something)"
sentence to the story while optionally including previous
statements.
Keep going around until the story finds a natural end.
Moderator ends the story by saying "The End." and
encouraging applause.
Moderator asks players what they noticed. What was
hard? What was easy? In what ways do we say no when
we could say YES? What worked? What didn't?
Moderator draws learning conclusions and ties the game
back to super customer service plays.
Do not argue with the what was just added to the story.
Do not question what was just added to the story.
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Saying YES
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That is a great idea, let’s explore that
I have never looked at it like that, very
interesting
Let me bring my leadership into the loop
on this and talk about it further
Let me check into that and get right back
with you
I am glad you brought that up, that is a
great idea
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Super Customer Service Plays
1. Use the last leader/moderator or select a
new one.
2. Identify a word/short phrase of 5 traits
needed to provide good customer service.
I.e. Curiosity, Like to help, Empathetic.
3. At your table share the best customer
service experiences you have had that
include as many of the traits you identified
above.
4. Be ready to share the best example at your
table with the larger group as a whole.
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A
B
1
4
C
D
E
3
2
5
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Power of Perception!
What thoughts went through your
head when you saw my
outfit/costume?
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Power of Perception!
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Power of Perception!
When not perceiving, people tend
to be judging or fitting people or
situations into “boxes”
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Power of Perception!
Assumptions
Fun, trying to relate,
comfortable, uneducated,
unknowledgeable, inappropriate,
courageous, real, ?
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Power of Perception!
What assumptions are we
making?
• Jeep Wrangler Unlimited
• Wife’s appointment after
son’s birth
• Person honking horn
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Power of Assumptions!
1.
Do we do this with other peers and customers?
2.
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What assumptions are we making?
We have never done it that way.
Company policy doesn’t allow me to.
Is this person important enough to take the risk?
My leadership won’t support me if I do this.
Others like things the way I do. Golden Rule.
3.
How can we improve this?
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Gossip
“In my opinion”
“I believe”
“I feel”
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Ryan Tonolli, Marketing
VP at Sysco Foods
“If only my people would quit
interrupting me and let me get
my job done "
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Gary Ridge , CEO for WD
40, company pledge
"I am responsible for taking action,
asking questions, getting answers,
and making decisions. I won't wait
for someone to tell me. If I need to
know, I am responsible for asking. I
have no right to be offended that I
didn't 'get this sooner.' If I'm doing
something others should know about,
I'm responsible for telling them. "
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Healthy Conflict
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Don’t attack the other person
Acknowledge the other perspective
Be honest about what you promise
Keep the bridge open
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Resources
• Someone who has mastered a trait
• Tapes and videos
• Books
Murphy, John, The How of Wow. Simple Truths, 2012
Ruiz, Don Miguel, The Four Agreements. Amber Allen, 2011
Lieberman, David Ph.D., Make Peace with Anyone. St Martins, 2002
Loehr, Jim, The Power of Full Engagement. Free Press, 2003
Grabhorn, Lynn, Excuse me, your life is waiting. Hampton, 2000
White, Bowen, Why Normal Isn’t Healthy. Hazelden, 2000
Meyers, David, The Pursuit of Happiness. Avon, 1992.
Hakim, Cliff, We are all self employed. Berret Koehler, 1994
Johnson, Spencer M.D., Who moved my cheese. Putnam’s, 1998
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