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

By Lorraine L. Ukens

One hundred and one how one can enhance customer support presents numerous education and improvement interventions that may be positioned to take advantage of instantaneously with frontline provider staff. Your customer support representatives without delay impact the belief that buyers have of your services and products and eventually your company.В  it is necessary that your staff strengthen carrier recommendations to create a favorable snapshot, speak successfully, and construct purchaser rapport to help the underlying values and ideology of your company.

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Extra resources for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Example text

Ask the pairs to introduce themselves and provide some basic personal information—for example, where they were born, marital status, children, pets, and so forth. 3. Distribute one copy of the instruction sheet to one member of each pair and ask them to read the instructions to Part A. 4. Tell the pairs to begin. Allow approximately 5 minutes for the partners to complete Part A of the instructions. 5. Ask the partner with the instruction sheet to read Part B and then have the pairs begin the task.

Form subgroups of four or five persons each. 4. Distribute one fortune slip, one worksheet, and a pencil to each participant. 5. Referring to the worksheet, review the directions and then tell the participants to work individually to complete the sheet. 6. Allow approximately 5 minutes for completion of the task, then ask members of each subgroup to discuss their individual interpretations and examples. 7. Allow approximately 15 minutes for group discussion, giving a 2-minute warning before time expires.

Qxd 12/28/06 10:34 AM Page 21 training 3 Information,Please Alternates Observation and Information Gathering eatures: Goal Goal: To refine the skills of observation and information gathering. Participants will identify a preselected picture based on information provided by the facilitator. qxd 12/28/06 10:34 AM Page 22 22 101 Ways to Improve Customer Service PROCESS 1. Prior to the session, select ten to twelve large pictures that are similar in content (for example, landscape, house, room interior, individual, group of people) but that have some evident differences, and mount them on card stock.

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