Customer Service Discussion Sheet
Ó2008 Julie Bartkus www.LcforCC.com

Page 1

1.  How can we best deal with customers who are upset?

2.  What can we say to customers who are upset to help them resolve their issues?

3.  What are the must-know customer service skills that we should work on building everyday?

4.  Customers hear more than our words, they also hear our ________________.

5.  To help us project positive attitudes we need to practice changing our negative __________ into positive _______________. 

We can do this by asking ourselves:

What do our customers _________ and how can we ___________ _____?

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Customer Service Discussion Sheet
Ó2008 Julie Bartkus www.LcforCC.com

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6.  Here's how we can go above and beyond with the customer service we provide.

7.  It's important not to treat parents as ____________________.

8.  As staff, we need to keep in mind that our supervisor's role can be tough in balancing excellent customer service with helping staff feel ______________.

It's important that we understand each other's ______________.

9.  Here's how we can come up with win-win situations when it comes to being united as a team and providing excellent customer service.

10.  We should view customer complaints as a __________ and look for the __________ of truth.

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Customer Service Discussion Sheet
Ó2008 Julie Bartkus www.LcforCC.com

Page 3

11.  Here are the "do not dos" when dealing with our customers.

12.  Here are the "must dos" when dealing with our customers.

13.  The number one thing that will set us apart from all other programs is our ability to: