50 activities for achieving excellent customer service / Darryl S. Doane, Rose D. Sloat, authors & editors.

Format:

Book

Author/Creator:

Doane, Darryl S.

Contributor:

Sloat, Rose D.

Series:

50 Activities

Language:

English

Subjects (All):

Customer services.

Service industries workers--Training of.

Service industries workers.

Physical Description:

1 online resource (272 p.)

Edition:

1st edition

Other Title:

Fifty activities for achieving excellent customer service

Place of Publication:

Amherst, Mass. : HRD Press, c2003.

Language Note:

English

System Details:

text file

Summary:

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 activi

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 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!

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

9781281018328

1281018325

9781599965086

1599965089

OCLC:

476119521