25 Reproducible Activities for Customer Service Excellence
- 51m
- Peter R. Garber
- Human Resource Development Press
- 2005
Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There’s 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
In this Book
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The Customer's First Perceptions
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Customer Paradigms
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Listening to the Customer
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Say It Again
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Finding the Customer
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Rumors
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Learning to Listen
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Greetings
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Telephone Tag
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Telephone Messages
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Telephone Listening
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Phone Skills
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Customer Reflections
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Characteristics of Successful Customer Service
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Five Steps to Better Customer Service
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Customer Service Diseases
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Buying Personalities
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Who's the Customer?
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Customer Complaints
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Customer Service Personalities
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The ABCs of Customer Service
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Self-Fulfilling Prophecies
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Word Games
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Winning and Losing with the Customer
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Buying Decisions
