50 activities for achieving excellent customer service /

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This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; A valuable treasure of resources whet...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Doane, Darryl S., Sloat, Rose D. (Autor, Editor )
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Amherst, Mass. : HRD Press, ©2003.
Colección:50 Activities.
Temas:
Customer services.
Executives > Training of.
Service à la clientèle.
BUSINESS & ECONOMICS > Customer Relations.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Cover
  • TOC36;Table of Contents
  • Introduction
  • What This Resource Manual Will Provide for You
  • A New Revolution in Customer Service
  • A Memorable Experience
  • The Seasoned Trainer
  • The New or Occasional Trainer
  • CD Documenter
  • EXCUSES44; EXCUSES44; EXCUSES
  • How to Use This Resource Manual
  • Acknowledgments
  • CH36;Part A46; Service Attitude
  • 146; Attitude Check
  • 246; Whose Attitude
  • 346; Both Sides of Change
  • CH36;Part B46; Customer Service Icebreakers
  • 446; Team Task
  • 546; Promoting Communications and Teamwork
  • 646; Who Are You63;
  • 746; Youve Got the Power
  • CH36;Part C46; Call Centers and the Telephone
  • 846; Have You Ever Called You63;
  • 946; The Power of Repetition
  • 1046; Calling Your Own Company
  • 1146; Evaluating Self
  • CH36;Part D46; Professionalism with No Excuses
  • 1246; Excuses44; Excuses44; Excuses
  • 1346; Make It a Miracle
  • 1446; Overcoming Obstacles
  • 1546; The Rules Have Changed Game
  • 1646; Defining Spectacular Service58; How We Impact Our Customers Everyday
  • CH36;Part E46; Communication8212;Listening To Your Customers
  • 1746; Active vs46; Passive Communication
  • 1846; Say What You Mean8212;Mean What You Say33;
  • 1946; Name That Tune33; How Moods Influence Customer Communication
  • CH36;Part F46; Customer Treatment 40;Internal and External41;
  • 2046; The Grab Bag
  • 2146; When You Were a Customer
  • 2246; WACTEO
  • 2346; The People in Your Office
  • 2446; The Internal Customer
  • 2546; The Golden Rule
  • 2646; A Visit to the Zoo
  • 2746; Team Circle8212;Together We Are One
  • CH36;Part G46; Essential Tools for Success
  • 2846; Check Out Your Work Environment
  • 2946; Learn47;Teach47;Apply
  • 3046; Unification
  • 3146; Best Practices in Customer Service
  • CH36;Part H46; Customers and the World Wide Web
  • 3246; Think Before Clicking the Send Key
  • 3346; Putting Your Company to the Test58; Being Your Own Customer
  • CH36;Part I46; Asking for the Order
  • 3446; Interdependence and Selling Up
  • 3546; Achieving Closure
  • CH36;Part J46; Fulfilling Needs47;Providing Solutions
  • 3646; Reacting vs46; Responding
  • 3746; Transformations and Their Impact58; A Reality Check
  • 3846; Probing the Mind of the Customer
  • 3946; Holding On
  • 4046; Candid Customer
  • 4146; Customers Perceptions58; How Their Expectations Are Created
  • CH36;Part K46; Customer Service Assessments
  • 4246; HRD Press
  • 4346; What Do You Do63; The Gifts You Bring to the Workplace
  • CH36;Part L46; Uncomfortable Situations
  • 4446; Real World Customer Encounters
  • 4546; Training Activity for Customer Treatment
  • 4646; Losing Control
  • 4746; Most Embarrassing Moment
  • 4846; Your Customers Perception of Reality
  • CH36;Part M46; Customer Service Stories
  • 4946; Service in the News8212;Do Customers Have to Look the Part63;
  • 5046; Eureka33;
  • CH36;Bonus Section
  • Being in the Real World8212;Collected Bits of Sage8221; Advice
  • Appendix A58; CD Documenter Learning Tool
  • Customer Service Documenter
  • Appendix B58; Customer Service Reminders
  • Author47;Editor Biographies
  • Last Page.

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