101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

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John Wiley & Sons, Jul 13, 2007 - Business & Economics - 300 pages
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101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company.  It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
 

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Contents

Introduction Getting the Most from This Resource
1
Topical Index of Interventions
9
Section I Awareness
13
Section II Communication
67
Section III Planning
121
Section IV Problem Solving
173
Section V Quality
231
Section VI Teamwork
289
Appendix A Internal Customer Service
351
Appendix B Call Centers
355
Appendix C Retail
357
Appendix D Sales
359
About the Author
363
How to Use the CDROM
365
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About the author (2007)

Lorraine L. Ukens is the owner of Team-ing with Success, a consulting and training enterprise specializing in team building and leadership development. Her wide range of business experience, spanning more than twenty-five years, is applied in designing, facilitating, and evaluating programs in a variety of human resource development areas. Ukens is the author of more than ten books including the best-selling simulation, Lost in the Amazon and her most recent collection of activities, The New Encyclopedia of Group Activities, both from Pfeiffer. She received her M.S. degree from Towson University where she taught as an adjunct faculty member from 1997 until 2005.

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