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.

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

Reframing Organizations: Artistry, Choice and Leadership (4th Edition)

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:
* The Structural body: tips on how to set up and constitution teams and groups to get results
* The Human source body: easy methods to tailor firms to fulfill human wishes, increase human source administration, and construct optimistic interpersonal and crew dynamics
* The Political body: easy methods to take care of energy and clash, construct coalitions, hone political abilities, and take care of inner and exterior politics
* The Symbolic body: the best way to form a tradition that offers goal and intending to paintings, degree organizational drama for inner and exterior audiences, and construct solidarity via ritual, rite, and story

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.

The Big Trade: Simple Strategies for Maximum Market Returns

A strong, ecocnomic, and assuredly uncomplicated procedure for traders
Markets should be terribly advanced, and regrettably so much buying and selling structures are too. the massive exchange offers a brand new method that is helping filter the noise. It leaves at the back of in simple terms significant indications you must take heed to with a view to make ecocnomic trades. using basic math and charts, it codifies the previous habit of investors on your favorite inventory to help you to acknowledge excessive likelihood buying and selling patterns.

Peter Pham's process breaks with conventional analytical instruments and rejects the idea of predictability. as an alternative, it shall we investors comprehend either how markets are dependent and the way they behave. the result's an easy motion plan that's as potent and appropriate for day investors because it is for generational traders. mixing his own tale and analytical concepts, the massive alternate courses investors of all adventure point to discover the chance inventory fee will upward push or fall in a selected time period.

The mammoth Trade:
* offers investors a strong, but easy buying and selling methodology
* used to be written via a dealer with twelve years of either purchase and promote part event in international equities trading
* is acceptable for many types of buying and selling, together with institutional making an investment and day trading

For investors who desire a common method that works for any marketplace at any time, the large exchange deals a brand new and potent method for winning buying and selling with out gimmicks or magic formulas.

Additional 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 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.

Download PDF sample

Rated 4.42 of 5 – based on 42 votes