The New Power Ratings

Jargon City

Participants focus on identifying words and terms that qualify as jargon or slang.

Getting Around

Participants learn what to say when they put a caller on hold or transfer a call.

Oops Theater

Groups of participants take turns playing out telephone customer-service vignettes while others determine what went wrong.

Tennis Shoe Alien

Participants learn to give clear instructions by verbally instructing an "alien" to put on a sock and tennis shoe--they aren't able to demonstrate.

Are You Alive?

Participants practice using transitions to avoid long, awkward periods of silence when talking to customers on the phone or in person.

I Feel for You

Participants work in pairs to rewrite dry, rote statements to show more empathy for customers.

Accentuate the Positive

Participants learn to let customers know how they will benefit from the way their requests and needs are handled.

Service Means Not Always Having to Say You're Sorry

Participants learn when to apologize and when to simply acknowledge the customer's feelings.

James P. Womack, president of the Lean Enterprise Institute, is author with Daniel T. Jones of Lean Solutions: How Companies and Customers Can Create Value and Wealth Together (Free Press, 2005).