By Lorraine L. Ukens
One hundred and one how one can increase customer support offers quite a few education and improvement interventions that may be placed to take advantage of straight away with frontline provider staff. Your customer support representatives without delay effect the conception that buyers have of your services and products and eventually your company.В it's important that your staff boost provider suggestions to create a favorable photo, speak successfully, and construct buyer rapport to help the underlying values and ideology of your company.
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Extra info for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
Reproduced by permission of Pfeiffer, an Imprint of Wiley. qxd 12/28/06 10:38 AM Page 30 30 101 Ways to Improve Customer Service Even the smallest candle burns brighter in the dark. Mediocrity finds safety in standardization. There are many paths to the top of the mountain, but the view is always the same. The attacker must vanquish; the defender need only survive. Men in the game are blind to what men looking on see clearly. An ant may well destroy a whole dam. 101 Ways to Improve Customer Service.
How do these assumptions affect our expectations of customers? • How can service providers refrain from applying stereotypes? VARIATION After preparing the list of traits, have each subgroup identify customer behaviors that might be suggested by its assigned animal picture. qxd 12/28/06 10:37 AM Page 25 25 It’s a Jungle out There IT’S A JUNGLE OUT THERE WORKSHEET Directions: Using words or phrases, describe several traits or characteristics (positive and negative) of each animal shown below. Animal Traits or Characteristics 101 Ways to Improve Customer Service.
A general guideline to follow is that the larger the group, the longer the time required. It may be necessary to adjust a specific activity to meet personal conditions by reducing or extending the amount of “play” during a timed activity or the discussion period (or both). Remember, however, that the activity is the vehicle for the learning process that occurs during the debriefing, so be careful to find a comfortable balance of play and discussion, not sacrificing one segment for the other. Facilitator’s Role The facilitator’s role is to help participants make the connection between the training experience and the intent of the learning.