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Download e-book for kindle: 101 Ways to Improve Customer Service: Training, Tools, Tips, by Lorraine L. Ukens

By Lorraine L. Ukens

ISBN-10: 0787982008

ISBN-13: 9780787982003

ISBN-10: 3175723985

ISBN-13: 9783175723981

ISBN-10: 9786468600

ISBN-13: 9789786468600

One zero one how one can enhance customer support offers a number of education and improvement interventions that may be placed to take advantage of instantaneously with frontline carrier staff. Your customer support representatives at once impression the conception that buyers have of your services and finally your company.  it can be crucial that your staff advance carrier concepts to create a good photograph, converse successfully, and construct shopper rapport to help the underlying values and ideology of your company.

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Extra info for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals)

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Qxd 12/28/06 10:38 AM Page 30 30 101 Ways to Improve Customer Service Even the smallest candle burns brighter in the dark. Mediocrity finds safety in standardization. There are many paths to the top of the mountain, but the view is always the same. The attacker must vanquish; the defender need only survive. Men in the game are blind to what men looking on see clearly. An ant may well destroy a whole dam. 101 Ways to Improve Customer Service. Copyright © 2007 by John Wiley & Sons, Inc. Reproduced by permission of Pfeiffer, an Imprint of Wiley.

The exercises presented are very flexible and can accommodate a variety of group sizes and time constraints. The specified time required is an approximation, as the actual length of the exercise depends on several factors—for example, the number of participants and the extent and style of the debriefing session. A general guideline to follow is that the larger the group, the longer the time required. It may be necessary to adjust a specific activity to meet personal conditions by reducing or extending the amount of “play” during a timed activity or the discussion period (or both).

3. 101 Ways to Improve Customer Service. Copyright © 2007 by John Wiley & Sons, Inc. Reproduced by permission of Pfeiffer, an Imprint of Wiley. qxd 12/28/06 10:44 AM Page 33 training 6 Making Sense of It Alternates Sensory Acuity eatures: Goal Goal: To increase awareness of subtle physical cues through heightened sensory acuity. Participants will make observations of bodily reactions based on true or false responses to questions. qxd 12/28/06 10:44 AM Page 34 34 101 Ways to Improve Customer Service PROCESS 1.

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101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals) by Lorraine L. Ukens


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