25 Reproducible Activities for Customer Service Excellence.

Format:

Book

Author/Creator:

Garber, Peter R.

Language:

English

Subjects (All):

Customer services--Study and teaching.

Customer services.

Customer relations--Study and teaching.

Customer relations.

Service industries workers--Training of.

Service industries workers.

Physical Description:

1 online resource (174 p.)

Other Title:

Twenty-five reproducible activities for customer service excellence

Place of Publication:

Amherst, Massachusetts : HRD Press, 2005.

Summary:

Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho

Contents:

Table of Contents; Preface; Introduction; Part 1 - Communication; 1 The Customer'sFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Who's the Customer?

19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions

Notes:

Description based upon print version of record.

ISBN:

1-59996-504-6

OCLC:

437198321