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

By Lorraine L. Ukens

ISBN-10: 0787982008

ISBN-13: 9780787982003

One hundred and one how you can increase customer support offers numerous education and improvement interventions that may be placed to exploit instantly with frontline provider staff. Your customer support representatives without delay impact the belief that buyers have of your services and products and finally your company.В  it will be important that your staff improve carrier ideas to create a good picture, speak successfully, and construct purchaser rapport to aid the underlying values and ideology of your company.

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Additional resources for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

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Qxd 12/28/06 10:37 AM Page 25 25 It’s a Jungle out There IT’S A JUNGLE OUT THERE WORKSHEET Directions: Using words or phrases, describe several traits or characteristics (positive and negative) of each animal shown below. Animal Traits or Characteristics 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 10:38 AM Page 27 training 5 Just My Luck Alternates Personal Perspective eatures: Goal Goal: To examine personal perspective and its impact on how one perceives things.

1994). The skilled facilitator. San Francisco: Jossey-Bass. , & Yanovitch, T. (2003). Unleashing excellence: The complete guide to ultimate customer service. Sanford, FL: DC Press. Ury, W. (1993). ). New York: Bantam Books. , & Anderson, K. (2003). ). New York: AMACOM. , & Woods, J. A. ). (1999). Best practices in customer service. New York: AMACOM. qxd 12/28/06 1:45 PM Page 13 section ONE Awareness A wareness of the personal view he or she has of self, other people, and the environment creates a certain perspective that affects how a service representative performs a job, interacts with customers, and reacts to situations.

Be aware of the differences in breathing, skin color, and lower lip, and any minute muscle movements of the face. Part A 1. Tell your partner that you will be asking a series of questions and that he or she is to honestly answer yes or no. 2. Referring to the introductory personal information you received from your partner, ask three questions you know will be answered yes. ) Then ask three questions you know will be answered no. ) 3. Continue to alternate YES and NO questions until you feel confident that you recognize the difference in your partner’s responses.

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

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