25 Activities for Customer Service Excellence

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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
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Amherst, MA 01002
800-822-2801 (U.S. and Canada)
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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 Again................................................................................................ 25 5. Finding the Customer................................................................................. 29 6. Rumors ....................................................................................................... 33 7. Learning to Listen ...................................................................................... 37 Part 2—Phone Power......................................................................................... 45 8. Greetings .................................................................................................... 47 9. Telephone Tag............................................................................................ 55 10. Telephone Messages .................................................................................. 61 11. Telephone Listening................................................................................... 65 12. Phone Skills................................................................................................ 71 Part 3—Customer Service Skills ...................................................................... 75 13. Customer Reflections ................................................................................. 77 14. Characteristics of Successful Customer Service........................................ 81 15. Five Steps to Better Customer Service ...................................................... 87 16. Customer Service Diseases ........................................................................ 93 17. Buying Personalities................................................................................... 97 Part 4—Customer Service Strategies............................................................... 101 18. Who’s the Customer?................................................................................. 103 19. Customer...
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