• ISBN13: 9780874258486
• Binding: Misc
• Subject: Business Management
• Publisher: HRD Press
• Publisher Imprint: HRD Press
• Publication Date: January 1, 2008
• Pages: 174
• Original Price: INR 1295.0
• Language: English
• Edition: N/A
• Item Weight: 1020 grams
• BISAC Subject(s): Human Resources & Personnel Management

25 Reproducible Activities for Customer Service Excellence Peter Garber

Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There¹s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve‹excellent service. Every topic critical to customer service is addressed in five convenient parts: - Communication - Phone Power - Customer Service Skills - Customer Service Strategies - Achieving Results The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15¬30 minutes.

Areas covered include:
- The customer¹s first impression
- Customer paradigms
- Listening to the customer
- Finding out who the customer really is
- How rumors get started and spread
- The importance of telephone greeting messages
- Dealing with telephone tag € telephone communications
- Understanding what the customer really wants
- Characteristics of successful customer service
- Customer service diseases
- Developing your personal improvement plan
- Personalities of potential buyers
- Types of customers € customer complaints
- Tips for selling your product or service
- Positive and negative words
- Winning and losing the customer
- Logic vs. emotion in selling