By Lorraine L. Ukens
One hundred and one how you can enhance customer support offers quite a few education and improvement interventions that may be placed to exploit straight away with frontline provider staff. Your customer support representatives at once effect the conception that consumers have of your services and finally your company. it will be important that your staff improve carrier ideas to create a favorable photo, converse successfully, and construct client rapport to help the underlying values and ideology of your company.
Read Online or Download 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals) PDF
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Extra resources for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals)
Facilitate a discussion with the large group by asking the following questions: • For questioners, what were some of the physical changes you observed in your partner when he or she was not completely truthful? • How well did the questioner do in predicting the accuracy of the responses in Part B? Why? • Why is it necessary to look for patterns of behavior when using your observational skills? ) • How can awareness of the external body language of others help in our interactions with customers?
Service providers base their impressions of customers on their interactions with them, and customers base their judgments about the company on the attitude and actions of service representatives. A perceptual set is a person’s tendency to see things in a certain way, do things a certain way, and stick to the familiar because it’s more comfortable than changing. Service providers need to be aware of their own perceptual sets as well as those of coworkers and customers. This will help them accept other points of view and overcome assumptions that influence decisions.
5. Facilitate a large group discussion by asking the following questions: • How well did you do in observing the subtle differences among the pictures? • Why are observation skills an important part of the customer service experience? • How did the information provided help you select a picture? How did it hinder the process? • Why are we sometimes reluctant to request additional information? • What are the implications of not having adequate information when making a decision? • How can this affect the way in which we meet customer needs?