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Read Chapter 15 of Two Factor Theory of Customer Service. (Don’t worry —you’ll get to

Chapter 1 soon!) Answer the following questions:

3 Read Chapter 1 of Two Factor Theory. (Told you you’d get your chance soon!)

Do some research to uncover a cool story of a company not referenced in Chapter 15 that

provided superior customer service. Summarize the story below. Please include the

source you got the story from. Kudos if the story took place at Elwood Staffing!

By typing my name below, I certify that I have read Chapters 1 and 15 of Two Factor Theory and completed this assignment.

Which account of extraordinary service stuck out to you the most? Why? (Please type your response in the box provided below.)

List the four principles Sanborn learned from Fred the Postman.(Please type your response in the box provided below.)

#1 Your Turn Assignment

Once you have typed your name in

the box provided, re-save this

document. Then, move on to the

next module in Elwood Academy.

To ensure your work is saved as you complete each section; first save a copy to your computer and then open that file to enter your work. It's always a best practice to save often.

Read Chapter 4 of Two Factor Theory.

Using the Interview Guides on the following pages, interview two family members or

friends about customer service experiences they have had. When you are finished,

type their responses in the fillable boxes provided.

#2 Your Turn Assignment

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2. On a scale from 1 to 5 with 1 being “Not likely” and 5 being “Highly likely”, how likely is it that you

will do business with this organization again?

3. Describe a time when you received poor customer service. What made this experience poor?

Please be detailed in your response.

4. On a scale from 1 to 5 with 1 being “Not likely” and 5 being “Highly likely”, how likely is it that you

will do business with this organization again?

Interviewee Name: Date of Interview:

1. Describe a time when you received superior customer service. What made this experience superior?

Please be detailed in your response.

1. Describe a time when you received superior customer service. What made this experience superior?

Please be detailed in your response.

2. On a scale from 1 to 5 with 1 being “Not likely” and 5 being “Highly likely”, how likely is it that you

will do business with this organization again?

3. Describe a time when you received poor customer service. What made this experience poor?

Please be detailed in your response.

4. On a scale from 1 to 5 with 1 being “Not likely” and 5 being “Highly likely”, how likely is it that you

will do business with this organization again?

Interviewee Name: Date of Interview:

By typing my name below, I certify that I have read Chapter 4 of Two Factor Theory and completed two interviews.

Once you have typed your name in

the box provided, re-save this

document. Then, move on to the

next module in Elwood Academy.

Access the “Superior Customer Service Stories” document in Elwood Academy. Peruse

this collection of stories until you find an example of a time an Elwood employee

demonstrated high accessibility. Answer the questions below.

Write down the title of a story you feel demonstrated high accessibility.

How was high accessibility demonstrated?

In Chapter 5, Dave states that accessibility may concern “the location, layout, size of an

office, or the days, hours, and starting-stopping times of operation”. Accessibility also

concerns how easy it is to make contact with a provider, be it in person, through email, or

over the phone. In what ways do you feel you and/or your team demonstrate a high level

of accessibility? Please share any specific examples you may have.

Read Chapter 5 of Two Factor Theory.

#3 Your Turn Assignment

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What challenges do you and/or your team face when it comes to being highly accessible to customers? What are your ideas for overcoming these obstacles?

One of the goals of the Superior Customer Service program is to gather your ideas for continuous improvement. Please thoughtfully consider how you, your team, and Elwood

Staffing as a whole can improve the level of accessibility we provide to customers.

Then, answer the questions below.

By typing my name below, I certify that I have read Chapter 5 of Two Factor Theory and thoughtfully completed the questions in this assignment.

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Once you have typed your name in

the box provided, re-save this

document. Then, move on to the

next module in Elwood Academy.

Access the “Superior Customer Service Stories” collection in Elwood Academy.

Peruse through the stories until you find an example of a time an Elwood employee

demonstrated the temporal dimension. Then, answer the questions below.

Write down the title of a story you feel demonstrated the temporal dimension.

How was the temporal dimension demonstrated?

In Chapter 6, Dave states that “When a customer enters an office, one of the most

effective things one can do to setup positive expectancies is to quickly acknowledge the

customer’s presence.” For the next 24 hours, be very intentional about quickly acknowledging every customer that comes into your office, calls, or emails. Be keenly aware of your body language and tone of voice. Did you notice a difference in the response you received? Journal any observations or “AHA!” moments below.

Read Chapter 6 of Two Factor Theory.

#4 Your Turn Assignment

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The temporal dimension concerns both the time frame in which customer service is

delivered as well as being able to sense what the customer expects. How can you improve your level of service in this dimension?

One of the goals of the Superior Customer Service program is to gather your ideas for continuous improvement. Please thoughtfully consider how you, your team, and Elwood Staffing as a whole can improve in regards to the temporal dimension. Then,

answer the questions below.

At Elwood Staffing, a large part of providing superior customer service involves the

speed at which we are able to respond to emails and phone calls. What challenges

does your team face in doing this? What are your ideas for overcoming these

obstacles?

By typing my name below, I certify that I have read Chapter 6 of Two Factor Theory and thoughtfully completed the questions in this assignment.

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Once you have typed your name in

the box provided, re-save this

document. Then, move on to the

next module in Elwood Academy.

Access the “Superior Customer Service Stories” collection in Elwood Academy.

Peruse through the stories until you find an example of a time an Elwood employee

elicited a positive emotional response in a customer. Then, answer the questions below.

Write down the title of a story you feel serves as a good example of the emotional

dimension.

What could the outcome have been had the Elwood employee not satisfied the

customer on an emotional level?

On pages 73 and 74, Dave lists appropriate ways to respond when meeting customers to

elicit a positive emotional response. Read through this list. Select at least one you

identify as needing to improve upon. What steps will you take to improve?

Read Chapter 7 of Two Factor Theory.

#5 Your Turn Assignment

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In Chapter 7, Dave states “One of the most challenging problems in trying to deal with

negative emotions or negative mind sets in customers is that often times they will not

say how they feel or think. At least they will not tell how they feel with their lips. What

they do say is how they feel with their feet.”

What solutions can you come up with to help us identify how customers are feeling

before they walk out the door? Remember, customers can refer to clients, associates,

or internal Elwood employees.

By typing my name below, I certify that I have read Chapter 7 of Two Factor Theory and thoughtfully completed the questions in this assignment.

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Once you have typed your name in

the box provided, re-save this

document. Then, move on to the

next module in Elwood Academy.

Answer the questions below relating to the informational dimension.

What are the three types of information Dave lists as important for the delivery of

superior customer service?

In Chapter 8, Dave states “Possessing information about what is going on inside the

customer is more important than possessing information about one’s own

products”. Do you agree? Why or why not?

Read Chapter 8 of Two Factor Theory.

#6 Your Turn Assignment

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It is important to be informed about issues impacting the staffing industry, your community, and our customers.

Find an article published within the last 7 days that discusses an issue that is important

to Elwood Staffing and/or the staffing industry at either a local or national level. Then answer the questions below.

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By typing my name below, I certify that I have read Chapter 8 of Two Factor Theory and thoughtfully completed the questions in this assignment.

Please cite the article.

Write at least a one paragraph description discussing why the article is important.

How could this information be conveyed to our customers?

Once you have typed your name in

the box provided, re-save this

document. Then, move on to the

next module in Elwood Academy.

By typing my name below, I certify that I have read Chapter 9 of Two Factor Theory and

thoughtfully completed the questions in this assignment.

Read Chapter 9 of Two Factor Theory.

Think about a person in your life who demonstrates a natural aptitude for delivering

superior customer service. What do you most admire about them?

In Chapter 9, Dave states “No matter how much aptitude a person may have, either

because of natural talent or intensive training, experience is still needed. There is no

substitute for on the job experience. Each person needs the corrective influence of

experience to help him or her discern between how much was known and how much was

thought to be known but was not known at all.”

#7 Your Turn Assignment

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Think back to a time in your professional life that you made a mistake and learned from it. Describe the situation. What did you learn? What advice do you have for others?

Once you have typed your name in

the box provided, re-save this

document. Then, move on to the

next module in Elwood Academy.

In Chapter 10, Dave states that “complainers create opportunities”. Take your time and

answer the below questions regarding customer complaints.

Read Chapter 10 of Two Factor Theory.

What are some of the most common complaints your team receives from applicants and/or associates? What can you do address these complaints so

other customers do not experience similar concerns?

What are some of the most common complaints your team receives from clients? What can you do to address these complaints so other customers do not experience similar concerns?

#8 Your Turn Assignment

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What are some of the most common complaints your team receives from internal Elwood employees? What can you do to address these complaints so other customers do not experience similar concerns?

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By typing my name below, I certify that I have read Chapter 10 of Two Factor Theory and thoughtfully completed the questions in this assignment.

You just came back from a week long beach vacation. On Monday morning, you get to work before anyone else. It's kind of nice to have the office to yourself! Then, the phone rings. An internal Elwood employee states:

Sorry to bother you. I emailed your team a week ago, and I have not received a response. Can you help?

What can Elwood Staffing do to increase your level of engagement as an internal customer?

What do you say next?

Using the tools you have learned, what else should you do?

Once you have typed your name in

the box provided, re-save this

document. Then, move on to the

next module in Elwood Academy.

List examples of spontaneous reactions.

List examples of strategic responses.

Which spontaneous reactions and strategic responses do you feel you do well?

Read Chapter 11 of Two Factor Theory.

In Chapter 11, Dave talks about spontaneous reactions and strategic responses.

Thoughtfully answer the below questions regarding these concepts.

#9 Your Turn Assignment

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Which spontaneous reactions and strategic responses do you need to improve upon? How do you plan to improve?

Share the below questions with your manager. Then have them observe you in an interaction with a customer. Your manager is responsible for filling in the boxes below.

If you are working remotely, your manager is not available, or you have a question about completing this activity, please reach out to the Learning and Development team at elwood.academy@elwoodstaffing.com.

Manager's Name:

How did they greet the customer (i.e.: smiling, eye contact, & focused attention)? How could they improve?

Did they acknowledge the customer's presence with a positive attitude?

How did they make the customer feel?

What did the customer need? Were their needs met?

Based on this one interaction, what impression do you think the customer has of your team?

What did they do well?

What suggestions for improvement do you have for them?

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What did you learn from completing this activity?4

By typing my name below, I certify that I have read Chapter 11 of Two Factor Theory and

thoughtfully completed this assignment.

On a scale from 1 to 10 with 1 being “not at all confident” and 10 being “extremely

confident”, how confident do you feel in your ability to provide superior customer

service? Explain your answer.

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