Survey Customer
First impressions
Return Resolution
Engage Others
Listen Actively
FLOWERS Model
Own it
Work it
Return Resolution
Return resolution to the customer. Closing the loop and confirming customer satisfaction. Following up with customers ensures they are satisfied with the outcome and strengthens their trust in the service provided. 📧 For example, a teacher emailing a parent after a meeting to confirm the agreed steps demonstrates a commitment to resolution.
Survey Customer
Survey for feedback to determine the quality of service. Soliciting feedback to refine processes. Gathering input from customers allows for continuous improvement and demonstrates a commitment to excellence. 🗳️ For example, an HR representative distributing a satisfaction survey after onboarding sessions ensures continuous improvement.
First Impressions
Treat every interaction like you're making a first impression. The tone of initial interactions can define customer trust. A positive and professional first impression sets the stage for successful interactions and builds a foundation of trust with customers. 🚌 For example, a bus driver greeting students warmly as they board sets a positive tone for the day, and potentially for the year ahead.
Listen Actively
Utilize Active Listening Skills. Active listening goes beyond hearing and involves understanding unspoken needs. It requires full attention and understanding of what the customer is expressing, ensuring their concerns are fully addressed. 👩💻 For example, an IT staff member carefully listening to a teacher’s concerns about classroom technology ensures the right solution is provided.
Own It
Take ownership of the issue. Acting decisively to resolve issues, even if they fall outside of one's direct responsibility. Ownership demonstrates accountability and shows customers that their concerns are taken seriously. 🤝 For example, a finance team member personally following up to clarify an employee’s payroll concern demonstrates accountability.
Work It
Work the issue with fidelity. Ensuring a problem’s resolution and coordinating with others as needed. Following through until the issue is resolved conveys dedication, reliability, and thoroughness. 📦 For example, an administrator working with a vendor to resolve a delayed delivery shows dedication to finding a solution.
Engage Others
Engage others as necessary. Bringing in team support when necessary. Collaboration ensures that complex issues are resolved efficiently and effectively. 👥 For example, a cafeteria employee involving the school nurse to address a student’s food allergy ensures a safe outcome.
Customer Service | FLOWERS Model
Daria Butler
Created on October 15, 2025
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Transcript
Survey Customer
First impressions
Return Resolution
Engage Others
Listen Actively
FLOWERS Model
Own it
Work it
Return Resolution
Return resolution to the customer. Closing the loop and confirming customer satisfaction. Following up with customers ensures they are satisfied with the outcome and strengthens their trust in the service provided. 📧 For example, a teacher emailing a parent after a meeting to confirm the agreed steps demonstrates a commitment to resolution.
Survey Customer
Survey for feedback to determine the quality of service. Soliciting feedback to refine processes. Gathering input from customers allows for continuous improvement and demonstrates a commitment to excellence. 🗳️ For example, an HR representative distributing a satisfaction survey after onboarding sessions ensures continuous improvement.
First Impressions
Treat every interaction like you're making a first impression. The tone of initial interactions can define customer trust. A positive and professional first impression sets the stage for successful interactions and builds a foundation of trust with customers. 🚌 For example, a bus driver greeting students warmly as they board sets a positive tone for the day, and potentially for the year ahead.
Listen Actively
Utilize Active Listening Skills. Active listening goes beyond hearing and involves understanding unspoken needs. It requires full attention and understanding of what the customer is expressing, ensuring their concerns are fully addressed. 👩💻 For example, an IT staff member carefully listening to a teacher’s concerns about classroom technology ensures the right solution is provided.
Own It
Take ownership of the issue. Acting decisively to resolve issues, even if they fall outside of one's direct responsibility. Ownership demonstrates accountability and shows customers that their concerns are taken seriously. 🤝 For example, a finance team member personally following up to clarify an employee’s payroll concern demonstrates accountability.
Work It
Work the issue with fidelity. Ensuring a problem’s resolution and coordinating with others as needed. Following through until the issue is resolved conveys dedication, reliability, and thoroughness. 📦 For example, an administrator working with a vendor to resolve a delayed delivery shows dedication to finding a solution.
Engage Others
Engage others as necessary. Bringing in team support when necessary. Collaboration ensures that complex issues are resolved efficiently and effectively. 👥 For example, a cafeteria employee involving the school nurse to address a student’s food allergy ensures a safe outcome.