This resource manual provides:
Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.
Identification and creation of memorable experiences for your customer service representatives and their customers
A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.
50 high quality activities which may beeasily aligned with the specific needs and identified competencies within your customer service area.
User friendly activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes adifference.
Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the "right fit" for your programs.
A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.
Powerful bonus sections are included to complement and support your customer service core values and enhance performance.
A complementary copy of Excuses, Excuses, Excuses...ForNot Delivering Excellent Customer Service—And What Should Happen!
Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focus—the Customer!
Training Objectives
Increase the creativity and skill level of customer service representatives
Demonstrate what excellent customer service is
Provide insights and practice to improve customer service
Develop your own organizations bank of customer service learningsituations
Training Methods
Role plays
Assessments
Brainstorming
Listening exercises
Time Guidelines
Activities take between 15 minutes and one hour. Это и многое другое вы найдете в книге 50 Activities for Achieving Excellent Customer Service (Darryl S. Doane)