50 Activities for Achieving Excellent Customer ServiceIncrease the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations. |
Contents
Part B Customer Service Icebreakers | 9 |
Call Centers and the Telephone | 21 |
Professionalism with No Excuses | 35 |
Part E CommunicationListening To Your Customers | 65 |
Part F Customer Treatment Internal and External | 77 |
WACTEO | 85 |
The People in Your Office | 87 |
The Internal Customer | 91 |
A Reality Check | 139 |
Probing the Mind of the Customer | 153 |
Holding On | 161 |
Candid Customer | 163 |
How Their Expectations Are Created | 169 |
Part K Customer Service Assessments | 177 |
HRD Press | 179 |
What Do You Do? The Gifts You Bring to the Workplace | 183 |
The Golden Rule | 97 |
A Visit to the Zoo | 99 |
Team CircleTogether We Are One | 101 |
Part G Essential Tools for Success | 105 |
Check Out Your Work Environment | 107 |
LearnTeachApply | 111 |
Unification | 113 |
Best Practices in Customer Service | 115 |
Part H Customers and the World Wide Web | 119 |
Think Before Clicking the Send Key | 121 |
Being Your Own Customer | 123 |
Asking for the Order | 127 |
Interdependence and Selling Up | 129 |
Achieving Closure | 131 |
Part J Fulfilling NeedsProviding Solutions | 135 |
Reacting vs Responding | 137 |
Uncomfortable Situations | 187 |
Real World Customer Encounters | 189 |
Training Activity for Customer Treatment | 193 |
Losing Control | 195 |
Most Embarrassing Moment | 199 |
Your Customers Perception of Reality | 201 |
Customer Service Stories | 207 |
Service in the NewsDo Customers Have to Look the Part? | 209 |
Eureka | 211 |
Bonus Section | 221 |
Being in the Real WorldCollected Bits of Sage Advice | 223 |
CD Documenter Learning Tool | 225 |
Customer Service Documenter | 227 |
Customer Service Reminders | 231 |
AuthorEditor Biographies | 255 |
Other editions - View all
50 Activities for Achieving Excellent Customer Service Darryl S. Doane,Rose D. Sloat No preview available - 2003 |
Common terms and phrases
30 minutes able Activity Description Author/Editor Biographies behavior Biographies for information building a customer-responsive candid customer create critical customer service representatives customer service situations CUSTOMER SERVICE TRAINING customer-responsive relationship customer's needs customer's perception delivering excellent customer Demonstrate Description Time Guideline develop discussion Doane and Rose doll or character e-mail excellent customer service EXCELLENT SERVICE EXCELLENT EXCUSES expectations exploratory questions Fair Poor feel flip chart focus focused going happened He/she Identify impact individual information about Darryl Information See Author/Editor Insights Instruction continued interaction internal customer Learning Objectives Participants listen marching music Method of Instruction minutes This activity mood Notes organization Overhead Personal Information Place participants professional responses role SERVICE EXCELLENT SERVICE share Sloat someone spectacular service story sugar substitute team leader team member Telephone Doctor Tell participants tool understand Variations volunteer word map workplace Worksheet