Chapter Twelve worksheet
Your Best Explanation Is Not Written Down
One week of noticing, then one sitting.
1
For one week, write down every question you or your team answer more than once.
| Question answered more than once | Times |
|---|---|
2
Pick the one that costs the most to answer badly.
The one that costs the most to answer badly
3
Record the person who answers it best actually saying it.
Who answers it best
Recorded on
4
Turn the recording into one clear explanation.
TranscriptWhat the business charges forWho it is forCorrected against the recording
then
Then have the most knowledgeable person check it for accuracy and strip anything that identifies a customer.
Checked by
Customer details removed
5
Put it in one place where that question actually gets asked, and write down what comes back.
Where it went
What came back
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