20 Training Workshops for Customer Service, Volume 1
Be ready to respond to customer service moments of truth by ensuring that customer service staff have the core skills they need. These 20 ready-to-use training workshops include detailed trainers notes,slides, and handouts. All materials are fully reproducible.
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15 minutes 20 Training Workshops achieve action plan Aldershot Ask participants assertive Background and purpose basic offering beneﬁts Bill body language clerk complaints customer satisfaction Customer Service Terry customer’s customers want deﬁne difﬁcult Distribute the exercise efﬁcient ensure example exercise and ask Explain eye contact factors feel ﬁnd ﬁnished ﬁrst Flipchart fulﬁll Gower Guide concluded Guide continued Guide Stages Training Guide Trainer’s Guide handled Handout improvements inﬂuence invoice look management style minutes 30 minutes minutes Trainer Moments of Truth objectives ofﬁce organization Overhead projector Overhead transparencies OHT people’s percent person points problem product or service projector and screen questions receptionist Related workshops Reproduced from 20 responsibility satisﬁed Service by Terry Service Terry Gillen someone staff Stages Training aids sufﬁcient supplier teamwork telephone Theory Y tion Trainer s Guide Trainer’s Guide Stages Trainer’s Notes Workshops for Customer
Page 11 - Compare the two, state which one would satisfy a customer more, and why. Finally, identify what caused the two endings to be so different. Scene Situation Ending 1 Ending 2 Notes 1. A young man has ...smiles, accepts ...smiles, accepts his • Ending 2.