Leader's Guide FOR PREVIEW ONLY

q#11: How do we help one another check our poor attitudes at the door?EXPLAINAlthough there are a lot of ways to improve the level of customer service you and yourteam currently offer, you want to start with one or two areas in which to work on. On aflip chart page, write your priorities. Then explain that as a group you will develop acustomer service goal that is S.M.A.R.T.:qqqqqSpecificMeasurableAttainableRealisticTime-focusedPost flip chart #13: Specific…Measurable…Attainable…Realistic…Time-focused…TELLAssess a goal to illustrate whether it is a S.M.A.R.T. goal. Use either of the examplesbelow or use one of your own. S.M.A.R.T. examples:qqqASKGreet every customer with a smile within 5 seconds.Have zero shipping errors for three months in a row.To assess the goal as a group, ask the following questions:qqqqqIs it specific?Is it measurable? How?Is it attainable? Mention teamwork and the potential for a recognitionprogram.Is it realistic?Is it time-focused? The first one isn’t, so it needs to be reworked: “At the endof 30 days, every customer should be greeted with a smile.”Note: If you have too many employees in your meeting to efficiently go through thisactivity, consider looking at the action plan ideas as a group and telling your team that,due to time constraints, you will create the team’s goals (or consider creating a smallerwork group to develop the goals with you). Explain that you will communicate them at alater time.27