Video Training: Johnny the Bagger

Individual Activity Due November 4, 2016


Prior to viewing the video, ensure you have created an account by completing the form at and entering xF4Zes4P3b for the registration code. This is a different vendor than the previous video trainings.

  1. Download the Video Notes Page HERE.

  2. Sign in to Training Flow below and enter xF4Zes4P3b for the registration code.

  3. Watch the video entitled "Johnny the Bagger: A True Story of Customer Service." 

  4. As you view the video, take notes on key points that are discussed and bring them with you to the Customer Service Excellence Workshop on November 7.

  5. Congrats - you have reached your AIM (Action Inspired Module)!

Departmental Snapshot: Team Assessment

Departmental Activity Due November 10, 2016

  1. Download the team activity entitled "Delighting Our Customers with From-the-Heart Service" and take it to your departmental team learning session.

  2. Complete the activity with your team members.

  3. Discuss the lessons learned from the activity and the effective customer service practices you can begin immediately implementing at work.

Workshop: Customer Service Excellence

Agency Activity Due November 7, 2016

This interactive workshop will enable you to explore the knowledge, skills, and attitudes that lead to exceptional customer service. You'll have the opportunity to discuss the positive results that come from delivering from-the-heart service to your customers. Working with your peers, you'll be able to identify, establish, and implement the types of behaviors that contribute to the success of your customer service efforts!

  1. Download the PowerPoint Slides HERE and bring them with you to the workshop.

  2. Download the Participant Workbook below and bring it with you to the workshop.

Missed the workshop? No problem! Click HERE to access it.

Cohort Meet-Up #1: Thinking Sales

Group Activity Due November 23, 2016

  1. Download the Thinking Sales Activity and take it to your Cohort Meet-Up.

  2. As a group, read through the activity introduction together on page 159.

  3. Working individually, complete Exercise 9.1 on page 163 and discuss your thoughts with the rest of the group.

  4. Working with your group, complete Exercise 9.2 and create an Action Plan in Exercise 9.3.

  5. As a group, share any best practices learned about Thinking Sales.

  6. Take the best practices back to your department for further discussion and implementation.

Cohort Meet-Up #2: Helping Myself and Others

Partner Activity Due November 30, 2016

Continue applying what you have learned about customer service excellence:

  1. Download the Helping Myself and Others Activity and complete all but Reflection 27 prior to your Cohort Meet-Up.

  2. At the Cohort Meet-Up, pair up with a partner and take turns sharing the strategies you outlined in Handout #7 (2 pages).

  3. Then, review your answers in Reflection 25 and Reflection 26.

  4. Complete Reflection 27 and discuss with your partner how you can help him/her provide exceptional customer service.

  5. Reconvene with your Cohort and share best practices learned from the activity and your partner.

  6. Take lessons learned back to your department and share it with your supervisor. Gather your supervisor's input for successful implementation.

Ops Teach-Back: Johnny the Bagger

Team-Taught Training Due December 13

This is your opportunity to disseminate and reinforce learning by sharing Johnny the Bagger: A True Story of Customer Service with the Operations Department.

  1. Form a group of 4 to deliver the training.

  2. Download the PowerPoint Presentation HERE.

  3. Download the Facilitator Guide, Facilitator Resources, and Applied Learning Workbook below.

  4. Determine the format and content of the training - including using the Johnny the Bagger video.

  5. Divide any training preparation tasks equally among the four trainers.

  6. Deliver the training by taking a highly interactive, fun, and hands-on approach.

  7. Gather feedback from the participants regarding what worked during the training and what could be done differently next time.

  8. Encourage participants to immediately implement the lessons they learned back on the job!

Departmental Revisit #1: The Internal Customer

Departmental Activity Due December 29, 2016

  1. Download the The Internal Customer Activity below and complete it prior to meeting with your departmental team.

  2. Take your completed activity with you to the departmental learning session and discuss best practices, key insights, and lessons learned.

  3. Share your Action Plan with your departmental team members by reviewing the customer service practices you have committed to implementing.

Departmental Revisit #2: Customer Service Chains

Departmental Activity Due February 7, 2017

  1. Download the Customer Service Chains Activity and take it to your departmental team learning session.

  2. Complete the activity with your team members.

  3. Discuss lessons learned from the activity and the effective customer service practices you can begin immediately implementing at work.

  4. At the next All Crew Meeting, share your key take-aways for improving and streamlining customer service chains (i.e., managing and working through the Agency's systems and processes).

  5. Plan for success by determining follow-up and follow-through initiatives.

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