Lorraine L. Ukens's 101 Ways to Improve Customer Service: Training, Tools, Tips, PDF

By Lorraine L. Ukens

One hundred and one how one can increase customer support presents a number of education and improvement interventions that may be positioned to exploit at once with frontline provider staff. Your customer support representatives at once effect the belief that consumers have of your services and finally your company.  it can be crucial that your staff increase carrier options to create a good snapshot, converse successfully, and construct purchaser 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 (Pfeiffer Essential Resources for Training and HR Professionals)

Sample text

Using your first impressions of each member in your group, place answers in the appropriate spaces for the listed characteristics. TOPICS Marital status Children Pets Vehicle driven Hobbies Favorite color 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 10:34 AM Page 21 training 3 Information,Please Alternates Observation and Information Gathering eatures: Goal Goal: To refine the skills of observation and information gathering.

Why do you think that was the case? • How much detail did you use in describing each item (for example, “red poker chip” rather than “poker chip”)? Why? • What can individuals do to improve their observational skills in the workplace? qxd 12/28/06 10:35 AM Page 17 training 2 Conjecture Lecture Alternates eatures: Goal: aterials: y Points: Up Calls: First Impressions Goal To examine first impressions and their effect on how people relate to one another. Participants will make assumptions about personal characteristics of other group members based on brief job-related introductions.

Individuals should be able to assert control of situations so that they can communicate their thoughts, feelings, and beliefs in a direct, honest, and appropriate way. These efforts will improve service representatives’ credibility and trustworthiness. qxd 12/28/06 10:36 AM Page 15 training 1 Collection Inspection Alternates Observation eatures: Goal Goal: To stimulate skills of observation. Participants will observe a container of items and then list the items from memory. qxd 12/28/06 10:36 AM Page 16 16 101 Ways to Improve Customer Service PROCESS 1.

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