50 Activities for Achieving Excellent Customer Service.
Title:
50 Activities for Achieving Excellent Customer Service.
Author:
Doane, Darryl.
ISBN:
9781599965086
Personal Author:
Physical Description:
1 online resource (272 pages)
Series:
50 Activities
Contents:
Table of Contents -- Introduction -- How to Use This Resource Manual -- Part A Service Attitude -- 1. Attitude Check -- 2. Whose Attitude -- 3. Both Sides of Change -- Part B Customer Service Icebreakers -- 4. Team Task -- 5. Promoting Communications and Teamwork -- 6. Who Are You? -- 7. You've Got the Power -- Part C Call Centers and the Telephone -- 8. Have You Ever Called You? -- 9. The Power of Repetition -- 10. Calling Your Own Company -- 11. Evaluating Self -- Part D Professionalism with No Excuses -- 12. Excuses, Excuses, Excuses -- 13. Make It a Miracle -- 14. Overcoming Obstacles -- 15. The Rules Have Changed Game -- 16. Defining Spectacular Service:How We ImpactOur Customers Everyday -- Part E Communication-Listening to Your Customers -- 17. Active vs. Passive Communication -- 18. Say What You Mean-Mean What You Say! -- 19. Name That Tune!How Moods InfluenceCustomer Communication -- Part F Customer Treatment(Internal and External) -- 20. The Grab Bag -- 21. When You Were a Customer -- 22. WACTEO -- 23. The People in Your Office -- 24. The Internal Customer -- 25. The Golden Rule -- 26. A Visit to the Zoo -- 27. Team Circle-Together We Are One -- Part G Essential Tools for Success -- 28. Check Out Your Work Environment -- 29. Learn/Teach/Apply -- 30. Unification -- 31. Best Practices in Customer Service -- Part H Customers and the World Wide Web -- 32. Think Before Clicking the Send Key -- 33. Putting Your Company to the Test:Being Your Own Customer -- Part I Asking for the Order -- 34. Interdependence and Selling Up -- 35. Achieving Closure -- Part J Fulfilling Needs/Providing Solutions -- 36. Reacting vs. Responding -- 37. Transformations and Their Impact:A Reality Check -- 38. Probing the Mind of the Customer -- 39. Holding On -- 40. Candid Customer -- 41. Customers' Perceptions:How Their Expectations Are Created.
Part K Customer Service Assessments -- 42. HRD Press Learning Profiles -- 43. What Do You Do? The Gifts You Bring to the Workplace -- Part L Uncomfortable Situations -- 44. Real World Customer Encounters -- 45. Training Activity for Customer Treatment -- 46. Losing Control -- 47. Most Embarrassing Moment -- 48. Your Customer's Perception of Reality -- Part M Customer Service Stories -- 49. Service in the News-Do Customers Have to Look the Part? -- 50. Eureka!.
Abstract:
This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.; 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.; User friendly activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes a difference.; Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the ÂÂ"right fitÂÂ" for your programs.; A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.; Powerful bonus sections are included to complement and support your customer service core values and enhance performance.; A complementary copy of Excuses, Excuses, Excuses...For Not Delivering Excellent Customer ServiceÂÂ-And What Should Happen!; Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focusÂÂ-the Customer!. Training Objectives: Increase the creativity and skill level of customer service representatives; Demonstrate what excellent customer service is; Provide insights and practice to improve customer service; Develop your own organizations bank of customer service learning situations. Training Methods: Role plays; Assessments; Brainstorming; Listening exercises. Time Guidelines. Activities take between 15 minutes and one hour.
Local Note:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2017. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
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