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I want to get your blood flowing I know
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you've had an opportunity to have muffin
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and some coffee and so on and so forth
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but I want to get us talking here's what
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I'd like you to do you're all in your
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groups of five right anyone in the group
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of more than five okay less than five is
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fine as well here's what I would like
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you to do I would like you to talk about
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what you hope to get out of your day at
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the zoo it doesn't have to be about the
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customer service seminar I know that
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this is the least important part of your
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day at the zoo and I want you to have a
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conversation at your table going around
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where each sentence starts with the next
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letter of the alphabet so for example
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aren't you excited to be at the zoo boy
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am I ever
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I love the hyenas chimpanzees are my
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favorite Dalmatians don't think I have
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Dalmatians at the zoo and I want you to
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take it around through the alphabet and
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let's see how far you get
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okay let's talk about what the process
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was like how did that feel to you fun
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great what was fun about it so you had a
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challenge and you met that challenge and
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had a conversation going that actually
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made sense all right so you rose to the
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challenge very important in customer
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service to rise to the challenge when
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you have an obstacle set in front of you
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and you say my god I've never seen a set
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of rules that look like this or a set of
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requests that look like this how am I
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gonna rise to the challenge and you did
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and it actually had an outcome that made
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sense let me ask you a question by a
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show of hands and nobody will be getting
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a report card in this on anyway how many
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of you were counting ahead to what
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letter was gonna come up for you and
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thinking ahead of what your next idea
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was gonna be okay all right that's well
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that's about 75% of the group we're
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saying a b c d e f g h i j k l m n o
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okay and say oh okay i'm gonna hold it
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for when o comes this is another reason
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that i wanted to share this exercise
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with you i would imagine for those of us
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who are the solution center for our
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organizations whether we're part of a
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team or again a customer service
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solutions center of one we are always
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ready with the answer for our customer
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before we've actually taken the time to
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hear what it is our customer wants and
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needs so you were ready to jump in with
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letter o because you knew that's what
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was coming up next you anticipated that
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o was coming up next but weren't
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necessarily listening for what the other
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people at your table were contributing
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to the conversation so as a ground rule
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for moving forward today and for moving
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forward in your customer service
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initiatives i want you to be prepared to
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listen before you prepare yourself to
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speak they say that we have two years
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and one mouth so we can listen twice as
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much as we can speak but i'm gonna
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practice it today i'm gonna try and do a
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lot of listening i'd like you to do a
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lot of
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and in working with your customers I'd
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like you now to be prepared to have the
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answer but be prepared to listen for
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what they need you might be surprised at
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what the new solution might be for your
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customers
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