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What is included with this book?
ANN THOMAS AND JILL APPLEGATE OF PERFORMANCE RESEARCH
ASSOCI ATES, INC. (Minneapolis, MN) carry on the legacy begun in
1972 by the late service legend, Ron Zemke. The firm con sults
with corporations and nonprofits of all sizes around the globe.
| Our Thanks | |
| Introduction: About This Book | |
| The Fundamentals of Knock Your Socks Off Service | |
| What Customers Want, What Customers Expect | |
| Who's Your Customer? | |
| Knock Your Socks Off Service | |
| Customers' Ever-Changing Needs | |
| The RATER Factors | |
| How Do I RATE? | |
| The Value of Reliability | |
| Reliability: Promises, Promises | |
| Reliability: Secret Shopper | |
| Assurance: The Language of Competence | |
| Assurance: The Knowledge Game | |
| Assurance: Secret Shopper | |
| Tangibles: Take a Field Trip | |
| Tangibles: Sensory Perception | |
| Tangibles: Customer Feedback | |
| Tangibles: Secret Shopper | |
| Empathy vs. Sympathy | |
| Empathy: Building a Statement | |
| Empathy: Scripting Tough Situations | |
| Empathy: Partnering for Practice | |
| Responsiveness: Identifying the Barriers | |
| Responsiveness: Proactive vs. Reactive | |
| Responsiveness: Role-Play | |
| RATER Self-Assessment | |
| The Ten Deadly Sins of Service | |
| The Customer Is Always. ... the Customer | |
| Educating Your Customer | |
| Filling the Knowledge Gap | |
| The How-To's of Knock Your Socks Off Service | |
| Good Question: Honesty | |
| Identify the Rules: Red Rules/Blue Rules | |
| Making Exceptions | |
| Why Customers Don't Trust | |
| Create an Environment of Trust | |
| Barriers to Effective Listening | |
| Go Ahead, I'm Listening | |
| Follow My Lead | |
| Listening: Taking a Mental Detour | |
| Crafting the Best Questions | |
| The Name Game | |
| Who Knows? | |
| How Did I Do? | |
| When Questions Go Wrong | |
| Winning Words and Soothing Phrases | |
| Scripting Better Responses | |
| Give a Nonverbal Cue! | |
| Face-to-Face Charades | |
| Receiving Nonverbal Cues | |
| Telephone Checklist | |
| Be a Standout on the Phone | |
| Just Phone Home! | |
| Telephone Etiquette: Secret Shopper | |
| Tongue Twisters with a Twist | |
| E-Mail vs.Telephone | |
| Written Communication Review | |
| Practice E-Mail Communications | |
| E-Mail Etiquette | |
| Communication Sensitivity | |
| It's a Small World | |
| The Generational Divide | |
| Generations at Work | |
| Saying "No," Positively | |
| Seamless Knock Your Socks Off Service | |
| Communicating Across Functions | |
| Hitting the Target | |
| Visit an Internal Customer | |
| It's Not My Job | |
| Mindbenders | |
| It's All About Kindness | |
| Details, Details, Details | |
| Creating a Cycle of Service | |
| Analyzing Moments of Truth | |
| Details That Make a Difference | |
| Value-Added Service | |
| Good Selling Is Good Service | |
| So Many People to Thank | |
| Making "Thank You" Personal | |
| Thank-You Round Robin | |
| The Problem-Solving Side of Knock Your Socks Off Service | |
| The Service Recovery Process | |
| How Ready Are You to Recover? | |
| Using the Well-Placed "I'm Sorry" | |
| Finding the Right Fix | |
| Putting Recovery Knowledge into Action | |
| Tell Me a Story | |
| Make Customers Your Partners in Problem Solving | |
| Maximize Your Web Site Impact | |
| Matching Atonement to the Error | |
| Fix the Customer First, Then the Problem | |
| Fix the Customer Role-Play | |
| Calming Obnoxious Customers | |
| Customers From Hell® Hall of Shame | |
| Difficult Customer Match Game | |
| A Question of Control | |
| Knock Your Socks Off Fitness | |
| Stress Reducers | |
| Create a Stress Log | |
| Coping with Change | |
| The Web of Support | |
| The Power of Positive Talk | |
| Keep It Professional | |
| Learning Assessment | |
| The Power of Curiosity | |
| For All You Do, This Note's For You | |
| What's Important to Me? | |
| Credits | |
| Index | |
| About the Authors | |
| Table of Contents provided by Publisher. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.
INTRODUCTION
ABOUT THIS BOOK
Over the years, as we've worked with thousands of customer-service professionals around the world, we have heard a common request. As people have read the book Delivering Knock Your Socks Off Service, or attended a workshop based
on its concepts, they've wondered if any follow-up training activities existed that they could use with their service teams. What these customer-service leaders sought were short, impactful learning exercises to help build on or reinforce ideas found in the book or discussed in our workshops.
We realized we would be remiss if we didn?t listen closely to our customers and try to meet their needs. Indeed, it would be tantamount to not walking our service talk. That is a big reason this book now rests in your hands. We hope, in fact, not to have simply met your needs with this collection of Knock Your Socks Off training exercises but to have exceeded your expectations. While the 101 activities included here serve as natural companion pieces to the book and workshops, they also are designed to be used in stand-alone fashion. Any customer-service team in virtually any industry can benefit from the exercises without prior exposure to the Knock Your Socks Off Service line of products.
We created the activities with the demands of the busy customer-service function in mind. Whether you're serving customers in a vast call center, on the floor of a retail organization, or at the window of a financial institution, your plate runneth over with customer questions, problems, new products or services, or new technologies. We know there are days when you are fielding these questions, troubleshooting the problems, learning about the new products, or mastering the new technologies, and you barely have time to come up for air.
That's why most of the activities in the book can be completed in 30 minutes or less. They are designed to be used as motivational sessions before your team starts its work shift, as part of brown-bag lunch seminars, during regular
teambuilding sessions, or as short add-ons to existing customer-service training sessions. The activities will help you sustain your competitive service edge without the significant expense of additional training or seminars.
The exercises come in a variety of formats and lengths, from brainstorming to role-plays to games to secret shopping trips. But underlying all is a common theme: an activity grounded in adult learning principles that stress learning by doing, have a focus on real-world customer-service challenges, and ease the transfer of training back to the workplace. We believe adults learn best when they are fully engaged and participative, and when training is based not only on the instructor's or manager's expertise but also on the hard-won lessons and insights shared by frontline service professionals. Customer service is at once both one of the most demanding and one of the most rewarding jobs on
the globe. It can make clear the difference between organizations that succeed and organizations that struggle, because the latter haven't yet learned one of the paramount rules of customer service: When customers truly feel you have their
best interests at heart, they'll stick to your organization like Velcro?
What you do is vital to your organization, now more than ever before. We hope you use these activities to continue building and honing the customerservice skills and attitudes that give your organization that all-important service edge, and that you share with your team a lot of fun and laughs in the process.
Excerpted from 101 ACTIVITIES FOR DELIVERING KNOCK YOUR SOCKS OFF SERVICE by Performance Research Associates, with Ann Thomas and Jill Applegate. Copyright © 2009 Performance Research Associates. Published by AMACOM Books, a division of American Management Association, New York, NY. Used with permission. All rights reserved. http://www.amacombooks.org.
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