101 ways to improve customer service : training, tools, tips, and techniques / Lorraine L. Ukens.

Format:

Book

Author/Creator:

Ukens, Lorraine L.

Series:

Essential resources for training and HR professionals

Language:

English

Subjects (All):

Customer services.

Employees--Training of.

Employees.

Physical Description:

1 online resource (397 p.)

Edition:

1st edition

Other Title:

One hundred and one ways to improve customer service

Place of Publication:

San Francisco, CA : Pfeiffer ; Hoboken, NJ : J. Wiley & Sons Inc., c2007.

Language Note:

English

System Details:

text file

Summary:

101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.

Contents:

101 Ways to Improve Customer Service; Contents; Contents for the CD-ROM; Introduction: Getting the Most from This Resource; PURPOSE; AUDIENCE; PRODUCT DESCRIPTION; KEY TERMS; FACILITATOR GUIDELINES FOR TRAINING ACTIVITIES; RESOURCES; Topical Index of Interventions; Section I: Awareness; Collection Inspection; Conjecture Lecture; Information, Please; It's a Jungle out There; Just My Luck; Making Sense of It; See Saw; Stressing the Positive; What Now?; On the Line; Power Up; Flex Your Mind; Keep It Cool; Stress Buster; Meltdown; Plead Your Case; Section II: Communication; Blueprints for Success

From Me to YouNegative Ten-dency; Poker Face; Say What You Mean; Seeing Is Believing; Summary Judgment; Tongue-Tying Twisters; Listen Closely; Mind the Message; Probing Points; Sound Advice; Crossing the Border; E-Service; Attention, Please; Return Policy; Six Degrees of Persuasion; Section III: Planning; Color Quest; Commercial Appeal; Flow Motion; Hardware; Heads and Tails; Last Straw; On Target; View from the Top; Desk Stress; Pass It On; Flag It; Just the Fax; Library Dues; Memory Ticklers; New Kids on the Block; To Do or Not to Do; Setting the Bar; Tackling Time Wasters

Section IV: Problem SolvingComic Relief; Dialing Dilemma; It's All in How You Look at It; Medical Breakthrough; Miss Interpretation; Nominally Speaking; Role It Out; Sensible Solutions; Breaking Barriers; Creativity Quotient; A CAP-ital Idea; Feelings Check-In; Share to Be Aware; Crash Control; Fair Play; Stage Right; Section V: Quality; Getting the Word Out; Inconvenience Store; Like It or Not; Making the Connection; Overcharged and Underrated; Picture Perfect; RATER of the Lost Art; Right Approach; Service Link; Cream of the Crop; May I Help You?; Behind the Scenes; Getting Down to Business

Hit the HeightsKnowledge Is Power; Concession Stand; Write On; Section VI: Teamwork; Candy Land; In and Out; Mind the Details; On Course; Open Account; Port of Call; Seeing STARS; To the Letter; A Matter of Trust; Team Checkup; Bank on It; Get on Board; Rely on Me; Rivalry or Revelry; Team Talent; Confront with Care; Opposition Position; Appendix A: Internal Customer Service; Appendix B: Call Centers; Appendix C: Retail; Appendix D: Sales; About the Author; How to Use the CD-ROM

Notes:

Description based upon print version of record.

ISBN:

9786610916108

9781280916106

1280916109

9780787994822

0787994820

OCLC:

469629347