Download PDF by Lorraine L. Ukens: 101 Ways to Improve Customer Service: Training, Tools, Tips,

By Lorraine L. Ukens

ISBN-10: 0787982008

ISBN-13: 9780787982003

One hundred and one how you can enhance customer support offers various education and improvement interventions that may be placed to exploit right away with frontline provider staff. Your customer support representatives at once impact the conception that buyers have of your services and eventually your company.В  it will be significant that your staff improve provider techniques to create a favorable photograph, converse successfully, and construct buyer rapport to help the underlying values and ideology of your company.

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5. Distribute one copy of the worksheet and a pencil to each participant. Review the directions at the top of the sheet. 6. Allow approximately 5 minutes for completion of the task and then call time. 7. Ask the members of each group to discuss their responses and why they made them. 8. Allow approximately 10 minutes for small group discussion, giving a 1-minute warning before time expires. 9. Facilitate a large group discussion by asking the following questions: • Did your personal impressions differ from others in your group?

Reproduced by permission of Pfeiffer, an Imprint of Wiley. qxd 12/28/06 10:38 AM Page 30 30 101 Ways to Improve Customer Service Even the smallest candle burns brighter in the dark. Mediocrity finds safety in standardization. There are many paths to the top of the mountain, but the view is always the same. The attacker must vanquish; the defender need only survive. Men in the game are blind to what men looking on see clearly. An ant may well destroy a whole dam. 101 Ways to Improve Customer Service.

Using your first impressions of each member in your group, place answers in the appropriate spaces for the listed characteristics. TOPICS Marital status Children Pets Vehicle driven Hobbies Favorite color 101 Ways to Improve Customer Service. Copyright © 2007 by John Wiley & Sons, Inc. Reproduced by permission of Pfeiffer, an Imprint of Wiley. qxd 12/28/06 10:34 AM Page 21 training 3 Information,Please Alternates Observation and Information Gathering eatures: Goal Goal: To refine the skills of observation and information gathering.

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101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques by Lorraine L. Ukens


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