Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities.
Theres no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserveexcellent service.
Every topic critical to customer service is addressed in five convenient parts:
- Communication
- Phone Power
- Customer Service Skills
- Customer Service Strategies
- Achieving Results
The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 1530 minutes.
Areas covered include:
- the customers first impression
- customer paradigms
- listening to the customer
- finding out who the customer really is
- how rumors get started and spread
- the importance of telephone greeting messages
- dealing with telephone tag
- telephone communications
- understanding what the customer really wants
- characteristics of successful customer service
- customer service diseases
- developing your personal improvement plan
- personalities of potential buyers
- types of customers
- customer complaints
- tips for selling your product or service
- positive and negative words
- winning and losing the customer
- logic vs emotion in selling
