50 Activities for Achieving Excellent Customer Service PDF Download
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Author: Darryl S. Doane
Publisher: Human Resource Development
ISBN: 9780874257373
Category : Customer services
Languages : en
Pages : 274
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Book Description
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.
Author: Darryl S. Doane
Publisher: Human Resource Development
ISBN: 9780874257373
Category : Customer services
Languages : en
Pages : 274
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Book Description
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.
Author: Darryl S. Doane
Publisher: AMACOM/American Management Association
ISBN: 9780814433355
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
"From seasoned veterans to first-timers, any instructor, trainer, manager, consultant, or coach charged with improving customer service will find The Customer Service Activity Book a powerful resource. The activities can easily be used as a complete customer service training program or customized and used individually to address areas of concern. The Customer Service Activity Book presents an array of dynamic and engaging activities that: * Reinforce what good customer service is -- and is not * Demonstrate how to work together most constructively and efficiently * Prove the value and the importance of ""sharing the load"" * Show how to increase productivity and performance while enhancing relationships with customers Assembling 20 years of sales and customer service experiences in a wide variety of industries, The Customer Service Activity Book is a treasure trove of exercises for enhancing the quality of any customer service training program."
Author: Barry Fletcher
Publisher: Human Resource Development
ISBN: 0874252113
Category : Business & Economics
Languages : en
Pages : 415
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Book Description
A complete selection of training activities for teaching others the process of accepting change, demonstrating the need for change, reducing conflict, improving communication skills and more.
Author: Peggy Carlaw
Publisher: McGraw Hill Professional
ISBN: 0071501827
Category : Business & Economics
Languages : en
Pages : 226
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Book Description
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.
Author: Ann Thomas
Publisher: Amacom
ISBN: 0814414443
Category : Business & Economics
Languages : en
Pages : 383
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Book Description
Today's customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the bestselling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to meet their customers' needs. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service. You'll discover how to create an action plan for improvement, reviewing topics such as: how to say no, empathy vs. sympathy, service recovery, listening, email and telephone skills, customers from hell, winning words and soothing phrases, anticipating customer needs, building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results.
Author: Jana L. High
Publisher: Rawdon & Watson Publishing Company
ISBN: 9780971493315
Category : Family & Relationships
Languages : en
Pages : 196
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Book Description
This is the first in a series focusing on women who want to develop their personal and professional lives. Written by everyday heroines, each chapter contains a true personal story of inspiration, of hope, of overcoming life's challenges, and the discovery that our greatest potential is within ourselves.
Author: Donald W. Blohowiak
Publisher: Penguin
ISBN: 9780028619538
Category : Business & Economics
Languages : en
Pages : 366
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Book Description
Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation
Author: Dennis Snow
Publisher: John Wiley & Sons
ISBN: 0470564199
Category : Business & Economics
Languages : en
Pages : 261
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Book Description
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author: Kate Bass
Publisher: Bloomsbury Publishing
ISBN: 147291919X
Category : Education
Languages : en
Pages : 66
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Book Description
_______________ The 50 Fantastic Ideas series is packed full of fun, original, skills-based activities for Early Years practitioners to use with children aged 0-5. Each activity features step-by-step guidance, a list of resources, and a detailed explanation of the skills children will learn. Creative, simple, and highly effective, this series is a must-have for every Early Years setting. This book from the award-winning '50 Fantastic Ideas' series is packed full of activities that will inspire practitioners and motivate children to explore the world around them. It contains ideas that are easy for practitioners to digest, allowing them to easily pass on strategies and instant ideas to parents and carers. The introduction will explain to practitioners how these activities could be shared with families and how to entice and include the harder to reach families, who would not necessarily buy a book or look at activities online. The activities encourage creative play and exploration, and will inspire tasks set for home learning.
Author: Elizabeth Sansom
Publisher: HRD Press, Inc
ISBN: 1599969785
Category : Business & Economics
Languages : en
Pages : 529
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Book Description
This manual of activities is written for support staff OCo the unsung heroes and heroines of organizations who often are the ones for whom there is no training budget. Or who can not be spared from their work to spend time in training. The book presents a wide range of activities and handouts to help teach and apply the most critical competences for administrative, secretarial and support professionals. Titles include: Delivering Bad News, Getting My Point Across, Proud to Be Part of the Team and Getting Organized. ItOCOs all here OC the activity description, target group, objectives, number of participants, time, materials, important notes for the trainer, method and optional elements. Included is an activity time checklist OCo so you can choose from exercises that can be completed in 60 minutes, 60-90 minutes and two hours. The 50 activities are conveniently organized into 10 areas: Orientation; Motivation and Empowerment; Caring for Our Customers; Face-to-Face Communication; Telephone Skills; Written Communication; Time Management; Managing Small Projects; Meetings; Presentation Skills. This training can be carried out in short sessions and in-house by supervisors or managers who are not officially trainers. The exercises all actively involve the participants and OCobecause they are fun OCo have much more impact. With 50 Training Activities for Administrative, Secretarial and Support Staff, you can motivate your staff, encourage them to achieve the best possible standards and enable them to grow in their constantly evolving jobs."
