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

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.

Show description

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.

Show description

Read Online or Download 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals) PDF

Best business books

Cultivate a Cool Career: Guerrilla Tactics for Reaching the Top

Fifty two clean rules for mountain climbing the ladder. .. steps at a time. domesticate a funky occupation deals the advice and tricks to assist job-seekers-whether they're fresh collage grads or are skilled staff trying to find new directions-achieve their specialist ambitions. - inspiration #7: Lead with sort- proposal #23: Draw your individual map- suggestion #29: altering horses mid-career- proposal #48: Make me a proposal

Small Business Management: Entrepreneurship and Beyond

Small enterprise administration offers a balanced creation to either entrepreneurship and small company administration with a spotlight on attaining and retaining a sustainable aggressive virtue as a small association. present matters together with worldwide possibilities, carrier, caliber and expertise are highlighted through the textual content.

Activist Business Ethics

Jacques Cory's moment publication Activist enterprise Ethics expands upon the theoretical options built in his first publication company Ethics: TheEthical Revolution of Minority Shareholders released via Kluwer educational Publishers in March 2001. Activist enterprise ethics is required so as to treatment the wrongdoing devoted to stakeholders and minority shareholders.

Enabling Real-Time Business Intelligence: 6th International Workshop, BIRTE 2012, Held at the 38th International Conference on Very Large Databases, VLDB 2012, Istanbul, Turkey, August 27, 2012, Revised Selected Papers

This ebook constitutes the completely refereed convention complaints of the sixth foreign Workshop on company Intelligence for the Real-Time firm, BIRTE 2012, held in Istanbul, Turkey, in August 2012, together with VLDB 2012, the overseas convention on Very huge info Bases. The BIRTE workshop sequence offers a discussion board to debate and enhance the technology and engineering permitting real-time company intelligence and the unconventional purposes that construct on those foundational thoughts.

Extra resources for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals)

Sample text

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?

Download PDF sample

Rated 4.34 of 5 – based on 24 votes