25 Reproducible Activities for Customer Service Excellence by Peter Garber PDF

By Peter Garber

ISBN-10: 0874258480

ISBN-13: 9780874258486

25 Reproducible actions for customer support Excellence Peter Garber Make it effortless for staff to supply nice customer support with this number of motivating and skill-building actions. There?s little need for a unique education facility, no large expenditures concerned, or no past education adventure required. All you wish is a gaggle of staff who're devoted to giving buyers what they rightfully deserve‹excellent provider. each subject severe to customer support is addressed in 5 handy elements: - conversation - cell energy - customer support talents - customer support suggestions - attaining effects the thrill and easy-to-use actions contain routines, questionnaires, quizzes, proof, position performs, philosophies, characterizations, profiles, tests, suggestions, surveys, matrices, and different instruments. such a lot may be accomplished in 15¬30 mins. components coated comprise: - The customer?s first influence - consumer paradigms - hearing the client - checking out who the buyer relatively is - How rumors start and unfold - the significance of mobilephone greeting messages - facing cell tag € cellphone communications - knowing what the buyer particularly desires - features of winning customer support - customer support illnesses - constructing your individual development plan - Personalities of strength purchasers - kinds of shoppers € consumer court cases - assistance for promoting your services or products - confident and damaging phrases - profitable and wasting the buyer - good judgment vs. emotion in promoting

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Additional info for 25 Reproducible Activities for Customer Service Excellence

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A sincere desire to help the customer • Irritation that you have been interrupted from some other, more important activity • Lack of interest in being of service to the customer • Feeling that someone else should be helping the customer • Feeling that you should be helping someone else • Impatience • Snobby attitude • That you are rushed for time • Lack of confidence • That you are having a really bad day 27 5 Finding the Customer PURPOSE To show how it is not always easy to find out who the customer really is.

129. The story never said that the customer gave the sales person a counterfeit bill, just that counterfeit bills were reported being passed around in the area. 6. 8 7. The person who answered the phone was the vice-president. The salesperson should talk to her. 8. 2 suits 9. The CSR was located in the central time zone and did not take into account that Florida is in the eastern time zone. 10. In your next e-mail, ask who sent you the information. 23 4 Say It Again PURPOSE To demonstrate that how something is said has a dramatic effect on what meaning people perceive the message to be.

The customer service representative has made calls to Adams, Bates, Cates, Davis, and Evans during the past several months. 2. The customer service representative made a call to Cates today. 3. The customer will not be in until next week. 4. The customer is not Bates. 5. The customer faxed in their order. 6. Bates and Davis are competitors. 7. If the company does business with the customer, Bates will be upset. 8. Evans always likes to discuss business in person. 31 6 Rumors PURPOSE To demonstrate how rumors get started and spread throughout an organization.

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