25 Reproducible Activities for Customer Service Excellence, by Peter Garber

By Peter Garber

25 Reproducible actions for customer support Excellence Peter Garber Make it effortless for workers to supply nice customer support with this number of motivating and skill-building actions. There?s little need for a different education facility, no large bills concerned, or no past education event required. All you would like is a bunch of staff who're dedicated to giving buyers what they rightfully deserve‹excellent carrier. each subject severe to customer support is addressed in 5 handy components: - conversation - cell strength - customer support abilities - customer support suggestions - attaining effects the joys and easy-to-use actions comprise workouts, questionnaires, quizzes, evidence, position performs, philosophies, characterizations, profiles, exams, ideas, surveys, matrices, and different instruments. such a lot will be accomplished in 15¬30 mins. parts lined contain: - The customer?s first impact - patron paradigms - hearing the buyer - checking out who the buyer quite is - How rumors start and unfold - the significance of cellphone greeting messages - facing cell tag € mobile communications - realizing what the client relatively wishes - features of profitable customer support - customer support illnesses - constructing your own development plan - Personalities of capability purchasers - varieties of consumers € patron proceedings - assistance for promoting your services or products - confident and damaging phrases - profitable and wasting the buyer - good judgment vs. emotion in promoting

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25 Reproducible Activities for Customer Service Excellence, Edition: Lslf

25 Reproducible actions for customer support Excellence Peter Garber Make it effortless for workers to supply nice customer support with this number of motivating and skill-building actions. There? s little need for a different education facility, no large charges concerned, or no past education event required.

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This process should continue until everyone in the class has heard the rumor. 6. Ask the last person to hear the rumor to share what he or she heard with the rest of the group. 7. Share with the group how the rumor originally began as compared to its present version after being spread to everyone in the organization (actually the class). 8. Discuss how this activity compares to what happens concerning the accuracy of the actual rumors that they hear in their organization. 1 The Rumor There is a rumor that there will soon be a big price reduction on our company’s products.

B. C. D. 2722 500 a) Stock item B17d-1 b) 5dt 81 4. The product was sent to the wrong Centerville. Obviously there can be more than one state with a town named Centerville. 5. $129. The story never said that the customer gave the sales person a counterfeit bill, just that counterfeit bills were reported being passed around in the area. 6. 8 7. The person who answered the phone was the vice-president. The salesperson should talk to her. 8. 2 suits 9. The CSR was located in the central time zone and did not take into account that Florida is in the eastern time zone.

8. 2 suits 9. The CSR was located in the central time zone and did not take into account that Florida is in the eastern time zone. 10. In your next e-mail, ask who sent you the information. 23 4 Say It Again PURPOSE To demonstrate that how something is said has a dramatic effect on what meaning people perceive the message to be. DESCRIPTION A question is to be repeated by participants a number of different ways, each time giving it a different meaning. 1 PRESENTATION 1. Introduce the activity as a communications exercise that demonstrates that how we say things is usually even more important than what we say to customer.

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