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

By Lorraine L. Ukens

A hundred and one how one can enhance customer support offers various education and improvement interventions that may be positioned to take advantage of at once with frontline carrier staff. Your customer support representatives without delay impact the belief that consumers have of your services and products and finally your company.  it is necessary that your staff enhance carrier thoughts to create a favorable photo, converse successfully, and construct patron rapport to aid the underlying values and ideology of your company.

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Additional info for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals)

Example text

Teamwork: relying on cooperation and interdependence within and among individuals or groups Many of the interventions can be applied in different topical areas, and a topical index is included at the front of the book to help in the selection of appropriate interventions. In addition, appendixes have been included to list the interventions that are highly recommended for four specific areas within customer service environments that may pose special challenges for service providers: internal customers, call centers, retail, and sales.

2. Explain that each person will be introducing himself or herself to other members of the group by giving a 1-minute speech focusing on job skills as well as current and former positions. The beginning and ending times for each presentation will be announced. 3. Tell member 1 in each subgroup to begin and then call time after 1 minute. Repeat the process until all members of the groups have participated. 4. Explain that service providers often have only a few minutes of interaction with their customers, but in that short time, impressions can be formed on both sides.

Why is it necessary to look for patterns of behavior when using your observational skills? ) • How can awareness of the external body language of others help in our interactions with customers? qxd 12/28/06 10:44 AM Page 35 Making Sense of It 35 MAKING SENSE OF IT INSTRUCTION SHEET You will be asking your partner a series of questions. Your task is to watch the changes in facial expression, body posture, and breathing as your partner answers your questions. Notice and remember all the unconscious visible responses to the YES questions and compare them to those for the NO questions.

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