50 Activities for Achieving Excellent Customer Service
- 2h 25m
- Darryl S. Doane, Rose D. Sloat
- Human Resource Development Press
- 2003
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 activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes a difference.
- Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the "right fit" for your programs.
- Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focus—the Customer!
About the Author and Editor
Rose D. Sloat and Darryl S. Doane are co-owners of The Learning Service, Ltd. They are international performance-based training and development specialists. They focus on customer service, sales training, leadership/managerial skills development, effectively dealing with change and transition, the critical role of attitude in one's life, and long-term performance improvement.
They are co-authors of The New Sales Game, a program focusing on the outside sales force and the quest to move from service to solutions providers. They are also co-authors of the book, EXCUSES, EXCUSES, EXCUSES . . . For Not Delivering Excellent Customer Service—And What Should Happen!.
In this Book
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Attitude Check
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Whose Attitude
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Both Sides of Change
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Team Task
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Promoting Communications and Teamwork
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Who are You?
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You've Got the Power
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Have You Ever Called You?
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The Power of Repetition
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Calling Your Own Company
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Evaluating Self
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Excuses, Excuses, Excuses
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Make it a Miracle
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Overcoming Obstacles
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The Rules Have Changed Game
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Defining Spectacular Service: How We Impact Our Customers Everyday
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Active vs. Passive Communication
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Say What You Mean—Mean What You Say!
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Name that Tune! How Moods Influence Customer Communication
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The Grab Bag
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When You Were a Customer
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WACTEO
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The People in Your Office
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The Internal Customer
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The Golden Rule
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A Visit to the Zoo
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Team Circle—Together We are One
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Check Out Your Work Environment
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Learn/Teach/Apply
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Unification
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Best Practices in Customer Service
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Think before Clicking the Send Key
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Putting Your Company to the Test: Being Your Own Customer
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Interdependence and Selling Up
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Achieving Closure
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Reacting vs. Responding
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Transformations and Their Impact: A Reality Check
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Probing the Mind of the Customer
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Holding On
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Candid Customer
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Customers' Perceptions: How Their Expectations are Created
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HRD Press Learning Profiles
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What do You Do? The Gifts You Bring to the Workplace
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Real World Customer Encounters
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Training Activity for Customer Treatment
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Losing Control
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Most Embarrassing Moment
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Your Customer's Perception of Reality
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Service in the News—Do Customers Have to Look the Part?
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Eureka!
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Bonus Section
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Being in the Real World—Collected Bits of "Sage" Advice
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