By Lorraine L. Ukens
A hundred and one how you can enhance customer support offers quite a few education and improvement interventions that may be positioned to take advantage of instantly with frontline carrier staff. Your customer support representatives without delay effect the conception that consumers have of your services and finally your company. it will be important that your staff boost carrier thoughts to create a good photo, speak successfully, and construct buyer rapport to aid 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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First released in 1984, Lee Bolman and Terrence Deal's best-selling e-book has develop into a vintage within the box. Its four-frame version examines firms as factories, households, jungles, and theaters or temples:
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This re-creation is stuffed with new case examples reminiscent of typhoon Katrina and profiles of significant leaders comparable to mom Theresa, Thomas Keller, and others. furthermore, the publication updates the "Organizational Theory's maximum Hits" textual content containers all through, and raises geographic, cultural and gender variety in examples and textual content. It additionally beneficial properties an greater on-line teacher's consultant with a brand new attempt financial institution, in addition to up-to-date PowerPoint slides, instructing principles and experiential actions, and hyperlinks to assets.
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Additional resources for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals)
Facilitate a large group discussion by asking the following questions: • How closely did your personal interpretation match those of other members of your group? • What were some of the similarities? Some differences? • Given that perception has a strong impact on the description and diagnosis of events, were the examples provided by the various group members more often similar or more often different? Be specific. • What factors contribute to how an individual perceives things? ) • How does individual perception play a role in customer service interactions?
Qxd 12/28/06 10:38 AM Page 27 training 5 Just My Luck Alternates Personal Perspective eatures: Goal Goal: To examine personal perspective and its impact on how one perceives things. Participants will interpret a philosophical saying and share their interpretations. qxd 12/28/06 10:38 AM Page 28 28 101 Ways to Improve Customer Service PROCESS 1. Prior to the session, prepare one fortune slip for each participant by cutting the Just My Luck Fortune Slips sheet into separate strips. A different fortune should be given to each subgroup, but members of each subgroup should have slips from the same fortune.
Qxd 12/28/06 10:38 AM Page 30 30 101 Ways to Improve Customer Service Even the smallest candle burns brighter in the dark. Mediocrity finds safety in standardization. There are many paths to the top of the mountain, but the view is always the same. The attacker must vanquish; the defender need only survive. Men in the game are blind to what men looking on see clearly. An ant may well destroy a whole dam. 101 Ways to Improve Customer Service. Copyright © 2007 by John Wiley & Sons, Inc. Reproduced by permission of Pfeiffer, an Imprint of Wiley.