PUBLIC
            For Public Use
 Group Sharing

1. Choose 1 Service Principle that resonates with you

personally.
2. Why did you choose that service principle.
3. What makes that Service Principle relevant to your
current role?

            PUBLIC
            For Public Use
 Group Sharing
Recall a time when you wanted so much to help a
friend or a relative with his/her concern about a
Globe subscription, but you were unable to.
• What was the concern?
• What did you try to do?
• What did you wish you were capable of to be able to
help?

            PUBLIC
            For Public Use
 In my workplace

Raise the RED Raise the GREEN

card if you think card if you think
the call is the call is

CRIMINAL / DESIRED /
BASIC / SURPRISING /
EXPECTED WONDERFUL

            PUBLIC
            For Public Use
 In my workplace

CRIMINAL /
BASIC /
EXPECTED

            PUBLIC
            For Public Use
 In my workplace

DESIRED /
SURPRISING /
WONDERFUL

            PUBLIC
            For Public Use
 Workshop: The Irritated Agent

Each group will discuss:

- If you were the customer, how would you rate the service
provided?

- What is the specific word / phrase / action of the Globe

representative that made you give this rating?

            PUBLIC
            For Public Use
 Barriers to Wonderful Service

Blame Shame Excuses

Give as many examples of

BLAME, SHAME, EXCUSES
we hear in the workplace.
            PUBLIC
            For Public Use
 B-S-E Statements at Work
1.I can’t help it. The machine
broke down.
2.It wasn’t me. He did it.
3.I don’t know how. Nobody
taught me.
4.The customer didn’t know
what he wanted.
5.I can’t remember. I don’t
have a good memory for
details.
6. I did the best I could, but I
didn’t have enough time.
7. The instructions weren’t
clear.
8. Sorry, we are understaffed
right now.
9. Everyone is out at the
moment. It’s lunchtime.
10.You should have told me
earlier. I can’t do anything
about it now.
11.Sorry about the mistake. I
am not good with numbers.
12.My supervisor did not
inform me about this. You
have to come back
tomorrow.
13.It wouldn’t be a problem if
the other department had
not made the mistake.

Give as many examples of BLAME, SHAME, EXCUSES

we hear in the workplace.
            PUBLIC
            For Public Use
 TAKE
PERSONAL
RESPONSIBILITY

EXCUSES
SHAME

            PUBLIC
BLAME
            For Public Use
 Workshop
1.I can’t help it. The machine
broke down.
2.It wasn’t me. He did it.
3.I don’t know how. Nobody
taught me.
4.The customer didn’t know
what he wanted.
5.I can’t remember. I don’t
have a good memory for
details.
6. I did the best I could, but I
didn’t have enough time.
7. The instructions weren’t
clear.
8. Sorry, we are understaffed
right now.
9. Everyone is out at the
moment. It’s lunchtime.
10.You should have told me
earlier. I can’t do anything
about it now.
11.Sorry about the mistake. I
am not good with numbers.
12.My supervisor did not
inform me about this. You
have to come back
tomorrow.
13.It wouldn’t be a problem if
the other department had
not made the mistake.

Convert these statements

from B-S-E to TPR
            PUBLIC
            For Public Use
 Taking Personal Responsibility means…
When you see something that could be done better
…you do it
…even if it’s not your job
…you don’t keep quiet
…make suggestions
…make recommendations
…offer to help

            PUBLIC
            For Public Use
 Sharing
Have you experienced service ABOVE your expectations? Where
and when did it happen? Who was the service provider? How did
you feel?

Have you experienced service BELOW your expectations? Where

and when did it happen? Who was the service provider? How did
you feel?

Have your service expectations CHANGED over time? If so, where

are they higher or lower than they were before?
            PUBLIC
            For Public Use
 How do we manage Customer Expectations?

Short-term Strategy:
Under Promise; Over Deliver.

When do you use this strategy?

Give examples.

            PUBLIC
            For Public Use
 How do we manage Customer Expectations?

Long-term Strategy:
Clear Kept Promises

When do you use this strategy?

Give examples.

            PUBLIC
            For Public Use
 How do we manage Customer Expectations?

            PUBLIC
            For Public Use
 Handling
Difficult
Situations

            PUBLIC
            For Public Use
 Handling Difficult Situations
Facing a friend or a relative who is upset or angry about Globe can be a stressful and
difficult situation. When it happens, you naturally react.

• How does your body react? What happens to your muscles, your
breathing, your face, eyes and hands?
• What thoughts go through your mind? What do you think about the
other person? What do you think about the situation?
•  What feelings do you experience? What words would describe your
emotions?

            PUBLIC
            For Public Use
 Different Customers, Different Emotions

Customers may tell you

the same thing about your
Product and your Service.

The difference is their

Emotion (and yours).

A Complaint is a Gift

            PUBLIC
            For Public Use
 Different Customers, Different Emotions

To stay cool, calm and connected:

1 Counting UP!
(calms your mind)
 

2 Three Slow Breaths

(soothes your body)
 

3 Looking for Something Good

(opens your heart)

            PUBLIC
            For Public Use