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High Powered Customer Service Training Activities: 26 Fast Moving Training Ideas for Customer Service Trainers and Managers,9781875889419
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High Powered Customer Service Training Activities: 26 Fast Moving Training Ideas for Customer Service Trainers and Managers


Edition: 1st
Author(s): Lennon, Garry
ISBN10:  1875889418
ISBN13:  9781875889419
Format:  Softcover
Pub. Date:  10/1/2001
Publisher(s): INDEPENDENT PUBLISHERS GROUP

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SummaryTable of Contents
This training tool saves hours of research and preparation time and provides a complete toolkit of ready to use worksheets, handouts, discussion points, and self-evaluation questionnaires geared to transform any customer service staff into one of superior quality and competence. Softcover.
Preface ix
Acknowledgments x
About the author xi
Introduction xiii
Why do we need customer service training programs? xiii
What to include in customer service training activities xv
Service-driven organisations xv
How the book is organised xv
Who could use this book? xvi
How to use this book xvi
Some common themes xvii
Why use structured training activities? xviii
A word on timing and support materials xviii
A word on terms xix
How not ot use these activities xix
Managing group dynamics during the activities xix
How the activities are structured xx
How to conclude the activity xx
Developing your own structured activities --- some guidelines xxi
Managing the learning environment xxii
Your role in general discussions xxii
Accounting for differences in learning styles xxiii
Let's go! xxiii
Overview of the activities xxiii
A mix-and-match approach xxiv
SECTION I --- DEVISING STRATEGIC APPROACHES TO CUSTOMER SERVICE
Diagnosing your service levels
2(7)
Good service starts at home
9(6)
Implementing real service strategies
15(3)
What's the name of the game?
18(5)
Rewards for excellence
23(4)
The role of managers in the service-driven organisation
27(5)
Bronwyn's service appraisal
32(4)
Training --- a keystone of customer service
36(7)
The Royal Sovereign Bank
43(5)
SECTION 2 --- WHAT MAKES A CUSTOMER SERVICE PROFESSIONAL?
What makes a customer service professional?
48(5)
Assembling your own service skill set
53(4)
Listening under pressure
57(7)
Dealing with difficult situations
64(9)
Identifying and dealing with different types of customers
73(4)
Guidelines for dealing with difficult and irate customers
77(3)
Preserving your self-esteem
80(5)
Assertiveness skills for the customer service professional
85(5)
Professional responses to customer requests
90(5)
Managing your personal stress levels
95(5)
SECTION 3 --- DEVELOPING PERSONAL AND STRATEGIC CUSTOMER SERVICE SKILLS
Fight or flight responses
100(4)
Positive survival tactics for the customer service professional
104(4)
Setting your own customer service goals
108(5)
Customer service is everybody's business
113(11)
Creating a professional cycle of success
124(7)
Service recovery --- recovering from bad service situations
131(4)
Bringing it all back home and applying it
135(5)
Conclusion 140

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