New PDF release: 25 Reproducible Activities for Customer Service Excellence

By Peter Garber

ISBN-10: 0874258480

ISBN-13: 9780874258486

25 Reproducible actions for customer support Excellence Peter Garber Make it effortless for workers to supply nice customer support with this choice of motivating and skill-building actions. There?s no use for a unique education facility, no large expenditures concerned, or no past education event required. All you would like is a bunch of staff who're devoted to giving clients what they rightfully deserve‹excellent carrier. each subject serious to customer support is addressed in 5 handy components: - conversation - telephone energy - customer support talents - customer support options - attaining effects the joys and easy-to-use actions comprise routines, questionnaires, quizzes, proof, position performs, philosophies, characterizations, profiles, exams, suggestions, surveys, matrices, and different instruments. such a lot will be accomplished in 15¬30 mins. parts coated comprise: - The customer?s first influence - patron paradigms - hearing the client - checking out who the client quite is - How rumors start and unfold - the significance of mobilephone greeting messages - facing phone tag € cell communications - figuring out what the buyer relatively desires - features of winning customer support - customer support illnesses - constructing your individual development plan - Personalities of power dealers - forms of consumers € patron court cases - guidance for promoting your services or products - optimistic and damaging phrases - successful and wasting the buyer - common sense vs. emotion in promoting

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8. 2 suits 9. The CSR was located in the central time zone and did not take into account that Florida is in the eastern time zone. 10. In your next e-mail, ask who sent you the information. 23 4 Say It Again PURPOSE To demonstrate that how something is said has a dramatic effect on what meaning people perceive the message to be. DESCRIPTION A question is to be repeated by participants a number of different ways, each time giving it a different meaning. 1 PRESENTATION 1. Introduce the activity as a communications exercise that demonstrates that how we say things is usually even more important than what we say to customer.

You check all the steps you took to fill the order and verify with the Shipping Department that it was sent to Centerville as you requested and should have been received on time. Even more confusing is the fact that later in the week, you get a call from the Receiving Department that the shipment you sent to Centerville was returned. The reason for the return was that there was no one by that name or address in Centerville. How could this have happened? 5. When a store opened for business one morning, there was $100 in the cash register.

If the company does business with the customer, Bates will be upset. 8. Evans always likes to discuss business in person. 31 6 Rumors PURPOSE To demonstrate how rumors get started and spread throughout an organization. DESCRIPTION The activity includes an exercise called Rumors. Rumors is played in a similar manner as the children’s game typically known as the Telephone Game. In the Rumor Game, a participant is presented with a “rumor” to read and is told to tell it to the person sitting next to him or her.

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25 Reproducible Activities for Customer Service Excellence by Peter Garber


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