The document is an agenda for a Follett training session on their EXCEL customer service method. It provides background on Follett, which began in 1873 in Wheaton, Illinois. It then outlines the agenda, including learning the EXCEL method and a pop quiz to test comprehension. EXCEL is an acronym for their proven customer service approach - Engage, eXplore, Collaborate, Execute, Leave them smiling.

1. By: Fatema Ali 10-30-08 Training & Development

3. Agenda For Today: Background and History Figuring out what you know Learning the Follett method of EXCEL Implementing what you learned Pop Quiz

5. History President of Follett: Tom Christopher Began in 1873: Wheaton, Illinois Objective: To help all college bookstores become world class multi-channel academic retailers.

6. Background EXCEL – from robotics to 2 nd nature Why this method is important Proven success

7. Any volunteers?

8. The Process E is for E ngage X is for e X plore C is for C ollaborate E is for E xecute L is for L eave them smiling

9. Let’s see how much we’ve learned

10. Not in stock? … .eFollett! Always easier and convenient to order your exact book(s) online. We’ll call you when it’s ready for pick up!

11. **Pop Quiz** What state was Follett introduced in? A. New Jersey B. Texas C. California D. Illinois

12. What is the acronym for Follett customer service? A. RESELL B. EXCEL C. EXPLORE D. EXPLAIN

13. How should you approach a customer who did not realize he was the next person in line at the check-out counter? A. “Are you blind? Hello?!!” B. “Why don’t you pay attention?” C. Walking towards them: “I can help the next person in line.” D. “You’re not the only one in line!”