Summary and Info
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. There?s 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 customer?s 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
More About the Author
Peter Gerber (born March 16, 1992) is a competitive ice dancer. Competing for Poland, (with former partner Justyna Plutowska), he is the 2013 Finlandia Trophy bronze medalist and 2014 Bavarian Open champion.
Review and Comments
Rate the Book
25 Reproducible Activities for Customer Service Excellence 0 out of 5 stars based on 0 ratings.