50 activities for achieving excellent customer service
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 whet...
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Amherst, Mass. :
HRD Press
c2003.
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| Edición: | 1st edition |
| Colección: | 50 Activities
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627165906719 |
Tabla de Contenidos:
- 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 EverydayPart 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/Apply30. 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 Assessments42. 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!
