| Book Description25 Reproducible Activities for Customer Service Excellence Peter Garber Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There¹s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve‹excellent service. Every topic critical to customer service is addressed in five convenient parts: - Communication - Phone Power - Customer Service Skills - Customer Service Strategies - Achieving Results The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15¬30 minutes. Areas covered include:
- The customer¹s first impression
- Customer paradigms
- Listening to the customer
- Finding out who the customer really is
- How rumors get started and spread
- The importance of telephone greeting messages
- Dealing with telephone tag € telephone communications
- Understanding what the customerreally wants
- Characteristics of successful customer service
- Customer service diseases
- Developing your personal improvement plan
- Personalities of potential buyers
- Types of customers € customer complaints
- Tips forselling your product or service
- Positive and negative words
- Winning and losing the customer
- Logic vs. emotion in selling |