50 Activities for Achieving Excellent Customer Service

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Human Resource Development, 2003 - Business & Economics - 275 pages
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Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
 

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Contents

Part B Customer Service Icebreakers
9
Call Centers and the Telephone
21
Professionalism with No Excuses
35
Part E CommunicationListening To Your Customers
65
Part F Customer Treatment Internal and External
77
WACTEO
85
The People in Your Office
87
The Internal Customer
91
A Reality Check
139
Probing the Mind of the Customer
153
Holding On
161
Candid Customer
163
How Their Expectations Are Created
169
Part K Customer Service Assessments
177
HRD Press
179
What Do You Do? The Gifts You Bring to the Workplace
183

The Golden Rule
97
A Visit to the Zoo
99
Team CircleTogether We Are One
101
Part G Essential Tools for Success
105
Check Out Your Work Environment
107
LearnTeachApply
111
Unification
113
Best Practices in Customer Service
115
Part H Customers and the World Wide Web
119
Think Before Clicking the Send Key
121
Being Your Own Customer
123
Asking for the Order
127
Interdependence and Selling Up
129
Achieving Closure
131
Part J Fulfilling NeedsProviding Solutions
135
Reacting vs Responding
137
Uncomfortable Situations
187
Real World Customer Encounters
189
Training Activity for Customer Treatment
193
Losing Control
195
Most Embarrassing Moment
199
Your Customers Perception of Reality
201
Customer Service Stories
207
Service in the NewsDo Customers Have to Look the Part?
209
Eureka
211
Bonus Section
221
Being in the Real WorldCollected Bits of Sage Advice
223
CD Documenter Learning Tool
225
Customer Service Documenter
227
Customer Service Reminders
231
AuthorEditor Biographies
255
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About the author (2003)

Darryl S. Doane and Rose D. Sloat (Canton, OH) are international performance-based training and development specialists, and the owners of The Learning Service, Ltd.

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