By Lorraine L. Ukens

ISBN-10: 0787982008

ISBN-13: 9780787982003

One zero one how one can enhance customer support offers various education and improvement interventions that may be placed to take advantage of right away with frontline provider staff. Your customer support representatives without delay effect the conception that consumers have of your services and products and finally your company.В  it is crucial that your staff boost provider recommendations to create a favorable picture, speak 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

Sample text

Discussion questions and background information specific to its various applications have been provided with each activity. Select those questions that are most relevant to the chosen topic of the training session within the time available for discussion. The questions presented in the activities are intended to guide participants in seeing the relevance of the event within the context of the objective. They are by no means inclusive, and the facilitator should feel free to add others. Remember that participant feedback during the debriefing session may lead to other areas of discussion not specifically included here.

2. 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.

3. Mentally select one picture for which you will provide clues to the participants. ” As soon as someone requests, “Information, please,” you then narrow the pictures down by stating one characteristic that eliminates at least one of the other pictures. ) Begin with broad information that eliminates only a few pictures so that participants continue to ask for more information as the game progresses. 4. Continue until a participant correctly guesses the selected picture. Provide a prize to the winner, if this option was chosen.

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


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