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Download 101 Ways to Improve Customer Service: Training, Tools, Tips, by Lorraine L. Ukens PDF

By Lorraine L. Ukens

A hundred and one how one can enhance customer support presents quite a few education and improvement interventions that may be placed to exploit right away with frontline carrier staff. Your customer support representatives at once impression the conception that consumers have of your services and products and eventually your company.  it can be crucial that your staff enhance carrier ideas to create a favorable photograph, speak successfully, and construct buyer rapport to aid 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 1:45 PM Page 13 section ONE Awareness A wareness of the personal view he or she has of self, other people, and the environment creates a certain perspective that affects how a service representative performs a job, interacts with customers, and reacts to situations. Because these individuals often carry the weight of how a customer might evaluate the entire organization, it is imperative that they stay attuned to their capabilities and attitudes. The service representative plays a major role as liaison between the customer and the company.

Participants will identify objects based on verbal descriptions. qxd 12/28/06 10:45 AM Page 38 38 101 Ways to Improve Customer Service PROCESS 1. Prior to the session, place half of the objects in a front corner of the room and half in a back corner. These objects are in addition to other items normally found in the room. 2. Distribute one blank sheet of paper and a pencil to each participant. 3. Direct all participants to face the front of the room. Ask for a volunteer. 4. Explain that the participants will be trying to identify specific objects that will be described by the volunteer.

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.

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