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1: In the following scenario, Marcus, a service representative, and Mary Winford, a Customer Service manager, are having a discussion. Mary is praising Marcus for his good work.

Marcus: Hello, Ms. Winford, please come in.

Mary: Hi, Marcus. How are you doing today?

Marcus: I’m well, how are you?

Mary: I’m fine. I stopped by to tell you what a great job you did on the Dotson account. You made the company look really good. They were very pleased with the service you provided.

Marcus: Thank you. It’s always nice to hear positive feedback from our customers.

Mary: Yes, it is. Anyway, I just wanted to tell you that your efforts were truly appreciated.

Now, discuss the following:

Which of the following methods did Mary use to praise Marcus? Is it the most effective method?

  1. Face to face

  2. Letter

  3. Telephone

  4. E-mail

2: As a class, discuss the following statement:

“Gifts and prizes can be used to motivate and excite your customer service team.”

3: Why is it important to make reinforcement specific and timely?
4: In the following scenario, Amanda and Connie, Icon’s service representatives, are having a discussion.

Amanda: You know, I don’t remember ever being this busy.

Connie: I know. I don’t think I’ve ever taken so many phone calls in a day before.

Amanda: I understand that customers are upset as their orders didn’t arrive, but I don’t know how many more of these calls I can take.

Connie: Yeah, it’s frustrating especially because there’s nothing we can do until the suppliers come through. Thank goodness Mr. Haliburton has been so encouraging.

Amanda: I agree. His supportiveness has helped to reduce the stress level of the whole department.

Now, discuss the following:

When do employees need reinforcement?

5: Watch the movie and then answer the following:

What’s the benefit of connecting desirable behavior to positive outcomes?


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