25 Activities for Customer Service Excellence
25 Reproducible Activities for Customer Service
Excellence
Peter R. Garber
HRD Press, Inc. • Amherst • Massachusetts
Copyright © 2005, HRD Press, Inc.
The materials that appear in this book, other than those quoted from prior sources, may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do, however, ask that the following statement appear on all reproductions: Reproduced from 25 Reproducible Activities for Customer Service Excellence, by
Peter R. Garber. Amherst, Massachusetts: HRD Press, 2005.
This permission statement is limited to reproduction of materials for educational or training events. Systematic or large-scale reproduction or distribution—or inclusion of items in publications for sale—may be carried out only with prior written permission from the publisher. Published by: HRD Press
22 Amherst Road
Amherst, MA 01002
800-822-2801 (U.S. and Canada)
413-253-3488
413-253-3490 (fax) www.hrdpress.com ISBN 0-87425-848-0
Production services by Jean Miller
Cover design by Eileen Klockars
Editorial work by Sally Farnham
Table of Contents
Page
Preface.................................................................................................................. v
Tips for Trainers................................................................................................... vi
Introduction .......................................................................................................... viii
Part 1—Communication.................................................................................... 1
1. The Customer’s First Perceptions .............................................................. 3
2. Customer Paradigms .................................................................................. 9
3. Listening to the Customer .......................................................................... 15
4. Say It
Excellence
Peter R. Garber
HRD Press, Inc. • Amherst • Massachusetts
Copyright © 2005, HRD Press, Inc.
The materials that appear in this book, other than those quoted from prior sources, may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do, however, ask that the following statement appear on all reproductions: Reproduced from 25 Reproducible Activities for Customer Service Excellence, by
Peter R. Garber. Amherst, Massachusetts: HRD Press, 2005.
This permission statement is limited to reproduction of materials for educational or training events. Systematic or large-scale reproduction or distribution—or inclusion of items in publications for sale—may be carried out only with prior written permission from the publisher. Published by: HRD Press
22 Amherst Road
Amherst, MA 01002
800-822-2801 (U.S. and Canada)
413-253-3488
413-253-3490 (fax) www.hrdpress.com ISBN 0-87425-848-0
Production services by Jean Miller
Cover design by Eileen Klockars
Editorial work by Sally Farnham
Table of Contents
Page
Preface.................................................................................................................. v
Tips for Trainers................................................................................................... vi
Introduction .......................................................................................................... viii
Part 1—Communication.................................................................................... 1
1. The Customer’s First Perceptions .............................................................. 3
2. Customer Paradigms .................................................................................. 9
3. Listening to the Customer .......................................................................... 15
4. Say It