25 Reproducible Activities for Customer Service Excellence Peter Garber

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Peter Garber - «25 Reproducible Activities for Customer Service Excellence»

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Book Description25 Reproducible Activities for Customer Service Excellence Peter Garber

Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There¹s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve‹excellent service. Every topic critical to customer service is addressed in five convenient parts: - Communication - Phone Power - Customer Service Skills - Customer Service Strategies - Achieving Results The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15¬30 minutes.

Areas covered include:

- The customer¹s first impression

- Customer paradigms

- Listening to the customer

- Finding out who the customer really is

- How rumors get started and spread

- The importance of telephone greeting messages

- Dealing with telephone tag € telephone communications

- Understanding what the customerreally wants

- Characteristics of successful customer service

- Customer service diseases

- Developing your personal improvement plan

- Personalities of potential buyers

- Types of customers € customer complaints

- Tips forselling your product or service

- Positive and negative words

- Winning and losing the customer

- Logic vs. emotion in selling Это и многое другое вы найдете в книге 25 Reproducible Activities for Customer Service Excellence (Peter Garber)

Полное название книги Peter Garber 25 Reproducible Activities for Customer Service Excellence
Автор Peter Garber
Ключевые слова офисная работа
Категории Деловая литература
ISBN 874258480
Издательство
Год 2005
Название транслитом 25-reproducible-activities-for-customer-service-excellence-peter-garber
Название с ошибочной раскладкой 25 reproducible activities for customer service excellence peter garber