Title 25 reproducible activities for customer service excellence / Peter R. Garber

Published Amherst, MA : HRD Press, ©2005

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Description 1 online resource (ix, 163 pages) : illustrations Contents Table of Contents; Preface; Introduction; Part 1 -- Communication; 1 The Customer'sFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Who's the Customer? 19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions Summary Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho Bibliography Includes bibliographical references Notes Print version record Subject Customer services -- Study and teaching -- Problems, exercises, etc Customer relations -- Study and teaching -- Problems, exercises, etc Service industries workers -- Training of -- Problems, exercises, etc BUSINESS & ECONOMICS -- Customer Relations. Customer relations -- Study and teaching Customer services -- Study and teaching Service industries workers -- Training of Genre/Form Problems and exercises Form Electronic book ISBN 9781599965048 1599965046

Other Titles Twenty-five reproducible activities for customer service excellence

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