25 Reproducible Activities for Customer Service Excellence
Editorial Reviews
Book Description
25 Reproducible Activities for Customer Service Excellence Peter Garber
Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There¹s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve‹excellent service. Every topic critical to customer service is addressed in five convenient parts: - Communication - Phone Power - Customer Service Skills - Customer Service Strategies - Achieving Results The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15¬30 minutes.
Areas covered include:
- The customer¹s first impression
- Customer paradigms
- Listening to the customer
- Finding out who the customer really is
- How rumors get started and spread
- The importance of telephone greeting messages
- Dealing with telephone tag € telephone communications
- Understanding what the customer really wants
- Characteristics of successful customer service
- Customer service diseases
- Developing your personal improvement plan
- Personalities of potential buyers
- Types of customers € customer complaints
- Tips for selling your product or service
- Positive and negative words
- Winning and losing the customer
- Logic vs. emotion in selling
25 Reproducible Activities for Customer Service Excellence,Peter Garber,HRD Press, Inc.,0874258480,Business & Economics,Business / Economics / Finance,Business/Economics,Human Resources & Personnel Management,Management - General,Skills
English Books:
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