How to Make Teamwork Work: Targeting Team Members' Roles to Get the Best Results : Five 20-minute Self-study Sessions that Build the Skills You Need to Succeed

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Dartnell Corporation, 1997 - Business & Economics - 88 pages
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Are your customer service reps having trouble with difficult customers? Are you losing customers due to poor service? To ensure that you keep your customers - the dissatisfied ones as well as the loyal ones - give your customer service reps the skills they need to deal with tough customers. The source for all these essential skills? Dartnell's new workbook, HOW TO HANDLE TOUGH CUSTOMERS. It offfers individual learners five 20-minute sessions: * Understanding Tough Customers. * Calming Angry Customers & Solving Problems. * Face-to-Face & on the Phone. * Everybody Makes Mistakes (Can the Customer be Saved?) * Preventing Customer Problems. Each section provides tips, procedures, & real-life examples on how to handle tough customers. Employees will track their own progress with individualized skill-assessment quizzes & retain their new knowledge with built-in learning reinforcement tools.

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Off to a Great Start
Defining Roles and Responsibilities
Recipe for Team Success

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