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

  • The Customer's First Perceptions
  • Customer Paradigms
  • Listening to the Customer
  • Say It Again
  • Finding the Customer
  • Rumors
  • Learning to Listen
  • Greetings
  • Telephone Tag
  • Telephone Messages
  • Telephone Listening
  • Phone Skills
  • Customer Reflections
  • Characteristics of Successful Customer Service
  • Five Steps to Better Customer Service
  • Customer Service Diseases
  • Buying Personalities
  • Who's the Customer?
  • Customer Complaints
  • Customer Service Personalities
  • The ABCs of Customer Service
  • Self-Fulfilling Prophecies
  • Word Games
  • Winning and Losing with the Customer
  • Buying Decisions
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