Copyright Telephone Doctor, Inc.
All Rights Reserved. Duplication of this material in any form is strictly prohibited.
Improving the way your organization communicates with customers.
30 Hollenberg Court • St. Louis, MO 63044 USA
PHONE 314.291.1012 • 800.882.9911 • FAX 314.291.3710

FROM CURT TO COURTEOUS WORKBOOK
Getting the Most From The Participant Workbook .............................................................................................................. 3
Before-And-After Skills Inventory "From Curt to Courteous: Mastering the 7 Touch Points of Communication" ............. 4-5
Key Point #1: Understanding and Being Understood ..................................................................................................... 6-7
Key Point #2: Your Communication Tools ......................................................................................................................... 8
Key Point #3: Effective Voice Mail ..................................................................................................................................... 9
Key Point #4: Face-to-Face Communication ................................................................................................................... 10
Key Point #5: Communicating by Written Word ............................................................................................................... 11
A Quiz on "From Curt to Courteous: Mastering the 7 Touch Points of Communication" ............................................. 12-13
A Call to Action………………………………………………………………………………………………………………………14
A Closing Word ................................................................................................................................................................. 15
Key Points ......................................................................................................................................................................... 16
Before-And-After Skills Inventory Answers ....................................................................................................................... 17
Answers to Quiz Questions ............................................................................................................................................... 18
Participant’s Notes ....................................................................................................................................................... 19-20
About Telephone Doctor® Customer Service Training…
Telephone Doctor is a St. Louis based customer service training company that offers products and techniques designed to improve the service skills of customer contact employees. Nancy Friedman, our founder and president, presents this program.
Through videos, DVDs, CD-ROMS, web-based courses, books, audio programs and instructor-led workshops, Telephone
Doctor has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings, and reduce employee turnover. For additional information, please visit www.telephonedoctor.com.
And now some legal stuff…
We aim to be the nicest customer service training company in the world. However, even the nicest company needs to diligently protect its intellectual property.
IT IS ILLEGAL TO COPY OR REPRODUCE THIS MATERIAL FOR ANY PURPOSE. This material is licensed solely for display by the licensed organization to its employees. It is illegal to loan, rent, or sell this material outside the licensed organization. It is illegal to display this material to train persons outside the licensed organization without a separate agreement for that purpose. Please contact 800.882.9911 or info@telephonedoctor.com to inquire about additional uses of our material.
Telephone Doctor works to educate, detect, pursue and prosecute copyright violators using every civil and criminal remedy possible. We offer a reward for information that leads to a recovery from individuals or organizations that pirate our material.
Please contact 800.882.9911 or info@telephonedoctor.com to report an act of copyright piracy. Telephone Doctor, Inc. assumes no patent liability with respect to the use of the information contained herein. While every precaution has been taken in preparing this material, the publisher is not responsible for errors or omissions, or for any damage or injuries, resulting from use of the information contained herein.
Telephone Doctor is a registered trademark of Telephone Doctor, Inc., St. Louis, Missouri 63044, USA
Microsoft and PowerPoint are registered trademarks of Microsoft, Inc.
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2

FROM CURT TO COURTEOUS WORKBOOK
In order to receive the maximum benefit of this Participant Workbook, a clear understanding of the value of training is necessary.
1. No matter what you call your customers (citizens, members, students, clients, taxpayers or #*&@!), when you think about it, they’re the ones who are providing your organization with its income.
2. Your interaction with a specific customer will likely be the basis for that customer’s entire impression of the service your organization offers.
3. The single greatest way a company can distinguish itself from its competition is by the level of service it offers, and the higher level of service your organization offers, the more successful it will be. Successful firms are better able to compensate employees and increase the growth of their businesses.
4. Thus, it is vital to the success of your organization that you provide the most positive customer service communication with each and every customer.
This Telephone Doctor course will provide you with simple, yet effective skills and techniques which, when used exactly as directed, will improve your customer contact situations. The benefits to you:
1. Increased confidence from having the right tools.
2. Reduced stress by better handling challenging situations.
3. Increased job satisfaction from doing something well.
4. That great feeling you get inside from helping others.
5. Increased value to your employer.
1. If this Participant Workbook is part of an instructor-led classroom setting, the facilitator will instruct you as to what portions of the Participant Workbook will be used. Be sure to complete the exercises and participate fully. The more participation, the more rewarding the experience.
2. This Participant Workbook will help you learn and retain the important skills taught in this course. It is also valuable as a future reference source.
1. The Participant Workbook is designed to help process the information found in the program, “From Curt to
Courteous: Mastering the 7 Touch Points of Communication.
” It serves as your guide, and each Participant
Workbook section is self-explanatory. Everything you need, besides a pen or pencil and the program, is included.
2. Before watching the program, complete the Before Skills Inventory on “From Curt to Courteous: Mastering the
7 Touch Points of Communication.”
3. Now it’s time to view the program. We suggest first watching the entire program. Then watch it again, this time in small bits.
4. As you watch, take notes on designated pages in the back of the Participant Workbook.
When you’re confident you understand the skills presented in the program, begin answering the questions in this Participant Workbook. Don’t rush. Take time to relate each Key Point to yourself and your job.
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FROM CURT TO COURTEOUS WORKBOOK
Before-And-After Skills Inventory
Before watching the program – From Curt to Courteous: Mastering the 7 Touch Points of Communication – answer the questions below in the “before” column to the best of your ability. Do not score your answers yet. Wait until you complete the second part of the Before-and-After Skills Inventory at the end of the course. Then score both your "Before" and "After" responses. You'll find the correct answers on page 17 of this workbook. The difference between the two scores will show you how much you've learned in the course.
1. The majority of customer communication takes place: a. through letters. b. by telephone.
□ □ c. with a fax. d. over the Internet.
2.
The essence of communication is understanding and being understood. (T or F)
□ □
3.
Voice mail is: a. an annoyance that should be avoided at all costs. b. a good way to put off customers you don't want to deal with. c. a great productivity enhancer when used efficiently. d. great for friends and family, not so much for business.
□ □
4. The responsibility of making sure you're being understood is: a. the listener's – it's up to him/her to pay attention. b. yours – the listener's perception is the only one that counts. c. the public school system – it's their job to educate people. d. the attorney's – that's why there are so many of them.
□ □
5. Immediate answer and information require synchronous communication. .
(T or F)
6. What do face-to-face, telephone and instant message conversations have in
common? a. they all rely on immediate back and forth information so decisions can be made rapidly. b. they all are used by friends and family more than business. c. they are easiest to understand. d. they are the easiest to misunderstand.
□ □
□ □
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FROM CURT TO COURTEOUS WORKBOOK
7. Letter, fax, voice mail and email are less effective as methods of communication because you have to wait for an answer. (T or F)
□ □
8. When you're on the phone, what's the all-important delivery system you're
relying on to get your message across to others? a. your voice. b. tone of voice. c. words used. d. listener's perception. e. all the above.
□ □
9. Often, people who speak very loudly on the phone are perceived as: a. in charge. b. knowledgeable. c. bullies. d. distracting.
□ □
10. Your tone of voice can be compared to the expression on your face, when
you're with someone. (T or F)
□ □
□ □
□
-
□
÷
□ x 100 =
□
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FROM CURT TO COURTEOUS
1. What is the opposite of understanding and being understood?
A.
B.
2. What are the 7 Touch Points of Communication used today?
A.
B.
C.
D.
E.
F.
G.
3. How will this program help you to avoid being curt and practice being courteous?
A.
B.
4. What is synchronous communication?
A.
Examples include:
1.
2.
3.
B.
C.
WORKBOOK
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FROM CURT TO COURTEOUS WORKBOOK
(continued)
5. What is asynchronous communication?
A.
Examples include:
1.
2.
3.
4.
6. Is asynchronous or synchronous a more effective method of communication with customers?
A.
7. What characteristics do the 7 Touch Points have in common with each other?
A.
B.
Written
Spoken
Asynchronous
1
2
3
4
Synchronous
1
2
3
TELEPHONE DOCTOR PRESCRIPTION:
1. The opposite of understanding and being understood is being mis -understood.
2. Ways to communicate with customers include: letters, telephone, face-to-face, fax, voice mail, email and instant messaging.
3. Synchronous communication is an immediate two-way back and forth exchange of information in real time.
4. Asynchronous communication is one-way communication. Both parties expect the reply to be delayed for a period of time.
5. Both are considered effective in communicating with customers as long as both parties accept the lack of real time and/or the immediate back and forth interaction we receive with synchronous communication.
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FROM CURT TO COURTEOUS WORKBOOK
1. When is it best to use asynchronous (or one-way) messages?
A.
B.
2. Which forms of communication rely on the spoken word?
A.
B.
C.
3. Although most methods cross-apply to other touch points, which method does the majority of customer communication rely on?
A.
4. What are your communication tools while you‘re on the telephone with a customer?
A.
B.
C.
D.
5. What are the three keys when you use your voice?
A.
B.
C.
6. What are other factors to take into consideration?
A.
B.
C.
D.
TELEPHONE DOCTOR PRESCRIPTION:
1. Asynchronous or one-way messages are used when customers do not need immediate, time sensitive replies.
2. Communication that relies on the spoken word includes face-to-face, telephone and voice mail.
3. The telephone is currently the way the majority of customer communication takes place.
4. Communication tools, while on the phone, include voice, tone of voice, words used and the listener’s perception.
5. Keys for using your voice effectively are rate of speed, enunciation (speaking clearly) and volume.
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FROM CURT TO COURTEOUS WORKBOOK
1. What has become another important way to leave an asynchronous message in business?
A.
2. What are the keys to a successful business voice mail?
A.
B.
3. What is important in a voice mail message to someone you don‘t know well?
A.
B.
C.
D.
TELEPHONE DOCTOR PRESCRIPTION:
1. Voice mail is an important tool in business.
2. Keep voice mails brief, friendly and when possible, add a little humor.
3. To a new customer, introduce yourself, give your company’s name, be brief and include return contact information. And, yes, SMILE!
4. In any voice mail, leave the reason for your call, your name and return number (twice and slowly!) and if there
is time, tell your city and time zone.
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FROM CURT TO COURTEOUS WORKBOOK
1. What are the two elements of face-to-face communication?
A.
B.
2. Why are facial expressions usually considered obvious?
A.
B.
3. In a face-to-face meeting, what can your expression do?
A.
B.
4. Why is it important for your face to reflect your verbal message?
A.
B.
5. How does your body language show your inner feelings?
A.
B.
C.
TELEPHONE DOCTOR PRESCRIPTION:
1. Facial expressions and body language are important keys to effective face-to-face communication.
2. Without using words, your facial expressions can express a wide range of emotion from happy to puzzled to unhappy or angry.
3. The expression on your face can support or nullify your words.
4. Body language is a strong indicator of your interest in the topic at hand.
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FROM CURT TO COURTEOUS WORKBOOK
1. When you provide written communication, what does the reader do?
A.
2. What is the written word used for?
A.
B.
C.
3. What tools are needed to influence a reader to have a positive interpretation of our meaning?
A.
B.
C.
4. How can you make a message more “reader friendly”?
A.
B.
5. What are the keys to a good message?
A.
B.
C.
TELEPHONE DOCTOR PRESCRIPTION:
1. Remember, when you write something, your reader is interpreting your mood and meaning.
2. The written word is used in letters, email, fax and instant messaging.
3. Some of the tools needed to influence a reader to have a positive interpretation of your meaning include; making your message “reader friendly” and checking your message to avoid misinterpretation.
4. Keys to a good message: use a brief greeting as a welcome signal and end your message (when necessary) with “thanks”. Being obviously friendly will go a long way towards lessening resentment, disputes and mis understandings.
5. Always use spell check before sending any written communication.
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FROM CURT TO COURTEOUS WORKBOOK
Please circle the letter that corresponds with the correct answer.
1. The opposite of being mis -understood is understanding others and being understood. (T or F)
2. For many years, the way we’ve communicated with customers was: a. letters, telephone and face-to-face. b. primarily written proposals. c. smoke signals, pony express and fountain pen. d. any combination of the above.
3. Today, the channels we use to influence and communicate with our customers include: a. letters, telephone and face-to-face. b. fax, voice mail, email, and instant messaging. c. the way designated by your company. d. a and b
4. Synchronous communication is: a. given at the same time as another method. b. involves at least two forms of communication. c. an immediate, two-way back and forth exchange of information. d. only used during price negotiations.
5. Synchronous communication is not influenced by real time – decisions are made over time. (T or F)
6. Examples of synchronous communication are: a. cooking and reality shows. b. psychic inspirations. c. email, fax and instant messages. d. face-to-face, telephone, and instant messaging.
7. Asynchronous communication is where: a. below average people try to discuss major issues of the day. b. communication is a one-way flow of information and any replies are delayed for a period of time. c. any conversation which includes a discussion of sports. d. all of the above.
8. One-way messages are: a. old fashioned. b. unreliable. c. letters, fax, voice mail and email. d. politically oriented discussions.
9. Written forms of communication are email, fax, letters and instant messaging. (T or F)
10. The majority of customer communication takes place: a. on the Internet. b. by fax. c. by letters. d. on the telephone.
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FROM CURT TO COURTEOUS WORKBOOK
(continued)
11. Communication tools when you’re on the phone are: a. your tone of voice. b. your voice. c. the words you use. d. the listener’s perception. e. all the above.
12. Sometimes people are hard to understand because: a. they talk too fast. b. they talk too slow. c. both a and b. d. they‘re just difficult.
13. Inflection in your voice can confuse customers. (T or F)
14. Often people who speak loudly sound like: a. decisive, confident people. b. insecure, shy people. c. bullies. d. none of the above.
15. Callers should always be treated as: a. special and needy guests. b. a welcome guest, never an interruption. c. necessary evils. d. it’s not your job to judge customers.
BONUS
If you’re not careful about the words you use: a. the conversation can last forever. b. people will hang-up on you. c. you’ll end up a politician. d. mistakes will often follow.
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FROM CURT TO COURTEOUS WORKBOOK
4.
5.
3.
1.
2.
It’s great to be reminded of what we know and to be able to learn more about the keys to “ From Curt to
Courteous: Mastering the 7 Touch Points of Communication.” This page has been provided to assist you in conducting a selfexam and identify target areas for improvement. It’s time to take ACTION. What are you going to do to insure you are understanding and being understood?
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FROM CURT TO COURTEOUS WORKBOOK
On the next page, you'll find a summary of the key points made in this course. They're crucial because they can make a real difference to you and to your future. We urge you to do three things with them:
Memorize them;
Keep them in mind every time you use the telephone;
Practice them.
The last of the three is by far the most important. Knowing how to use the telephone effectively isn't good enough.
You need to put what you know to use. You need to make it work for you. If you do, you'll get what we promised at the start of this course –more satisfaction from your job . . . and a brighter future for your company and for yourself.
● You've got the skills.
● You've got the knowledge.
● You've got the purpose.
● THE REST IS UP TO YOU.
Good Luck!
And Remember . . .
IT'S FUN TO BE GOOD!
Note : Don’t forget to complete the second part of the Before-And-After Skills Inventory on pages 4 and 5.
Then score both your “Before” and “After” responses, using the Check-Up report on page 5.
When you’ve finished, you’ll have a good indication of how much you’ve learned in this course.
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FROM CURT TO COURTEOUS WORKBOOK
Key Point #1: Understanding and Being Understood
A. The opposite of understanding and being understood is being mis -understood.
B. Ways to communicate with customers include: letters, telephone, face-to-face, fax, voice mail,
email and instant messaging.
C. Synchronous communication is an immediate two-way back and forth exchange of information in real time.
D. Asynchronous communication is one-way communication. Both parties expect the reply to be delayed for a period of time.
E. Both are considered effective in communicating with customers as long as both parties accept the lack of real time and/or the immediate back and forth interaction we receive with synchronous communication.
Key Point #2: Your Communication Tools
A. Asynchronous or one-way messages are used when customers do not need immediate, time sensitive replies.
B. Communication that relies on the spoken word includes face-to-face, telephone and voice mail.
C. The telephone is currently the way the majority of customer communication takes place.
D. Communication tools, while on the phone, include voice , tone of voice, words used and the listener’s perception.
E. Keys for using your voice effectively are rate of speed, enunciation (speaking clearly) and volume.
Key Point # 3: Effective Voice Mail
A. Voice mail is an important tool in business.
B. Keep voice mails brief, friendly and when possible, add a little humor.
C. To a new customer, introduce yourself, give your company’s name, be brief and include return contact information. And, yes, SMILE!
D. In any voice mail, leave the reason for your call, your name and return number (twice and slowly!) and if there is time, tell your city and time zone.
Key Point #4: Face-to-Face Communication
A. Facial expressions and body language are important keys to effective face-to-face communication.
B. Without using words, your facial expressions can express a wide range of emotion from happy to puzzled to unhappy or angry.
C. The expression on your face can support or nullify your words.
D. Body language is a strong indicator of your interest in the topic at hand.
Key Point #5: Communicating with the Written Word
A. Remember, when you write something, your reader is interpreting your mood and meaning.
B. The written word is used in letters, email, fax and instant messaging.
C. Some of the tools needed to influence a reader to have a positive interpretation of your meaning include: making your message “reader friendly” and checking your message to avoid misinterpretation.
D. Keys to a good message: use a brief greeting as a welcome signal and end your message (when necessary) with “thanks”. Being obviously friendly will go a long way toward lessening resentment, disputes and misunderstandings.
E. Always use spell check before sending any written communication.
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FROM CURT TO COURTEOUS WORKBOOK
ITEM
NUMBER
1.
CORRECT
RESPONSE
B
2.
3.
4.
5.
6.
7.
8.
9.
10.
T
C
B
T
A
F
E
C
T
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FROM CURT TO COURTEOUS WORKBOOK
ITEM
NUMBER
1.
CORRECT
RESPONSE
T
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
A
D
C
F
D
B
C
T
D
E
12. C
13. F
14.
15.
BONUS
C
B
D
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FROM CURT TO COURTEOUS
WORKBOOK
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FROM CURT TO COURTEOUS
WORKBOOK
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