50 Activities for Achieving Excellent Customer Service
50 Activities for Achieving Excellent Customer Service (50 Activities Series) Darryl S. Doane, Rose D. Sloat,
Publisher: HRD Press
ISBN: 0874257379
DDC: 658
Edition: Ring-bound; 2003-01
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 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. A CD Documenter to identify and
develop your own customized collection of customer service
interactions within your organization. Powerful bonus sections are
included to complement and support your customer service core values
and enhance performance. A complementary copy of Excuses, Excuses,
Excuses...For Not Delivering Excellent Customer Service—And What
Should Happen! Effective tools to assist you in attaining the next
level of success with that individual who needs to be your primary
focus—the Customer! Training Objectives Increase the creativity and
skill level of customer service representatives Demonstrate what
excellent customer service is Provide insights and practice to
improve customer service Develop your own organizations bank of
customer service learning situations Training Methods Role plays
Assessments Brainstorming Listening exercises Time Guidelines
Activities take between 15 minutes and one hour.
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