| 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) |
|
|
|
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) |
|
|
|
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) |
|
|
|
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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