25 Reproducible Activities for Customer Service Excellence

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Human Resource Development, Mar 1, 2005 - Business & Economics - 163 pages
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Contents

The Customers First Perceptions
3
Customer Paradigms
9
Listening to the Customer
15
Say It Again
25
Rumors
33
Greetings
47
Telephone Tag
55
Customer Reflections
77
Customer Service Diseases
93
Whos the Customer?
103
Customer Complaints
109
Customer Service Personalities
117
The ABCs of Customer Service
127
SelfFulfilling Prophecies
135
Winning and Losing with the Customer
145
Copyright

Five Steps to Better Customer Service
87

Common terms and phrases

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