The Customer Service Training Tool Kit

by Gee, Val; Gee, Jeff

• ISBN13: 9780079137739
• ISBN10: 0079137733
• Edition: 1st
• Format: Nonspecific Binding
• Copyright: 1999-12-13
• Publisher: McGraw-Hill Education

Summary

Provides a motivational training activities kit designed to deliver a state-of-the-art customer service training program in a fraction of the time it would take to develop a program from scratch. DLC: Customer services--U.S.

Table of Contents

Why Should I Give Super Service?	1	(3)
Moments of Truth	4	(12)
How to Revitalize My Energy	16	(4)
Super Service Self-Assesment	20	(5)
How Do I Feel About My Customers?	25	(5)
Identifying External and Internal Customers	30	(7)
Serving Your Best When Feeling Your Worst	37	(5)
How to Show a Desire to Serve	42	(5)
Who Teaches Me Super Service?	47	(5)
Affirmations	52	(5)
How to Take Responsibility	57	(8)
Clear a Space in My Life	65	(5)
How to Walk My Talk	70	(8)
The Right Attitude	78	(9)
Preparing for a Customer Interaction	87	(5)
Maintaining a Positive Frame of Mind	92	(12)
Understand the Customer's Needs	104	(7)
How to Listen with an Open Mind	111	(5)
Visualization Technique: Talking with Customers	116	(4)
How to Use Open and Closed Questions	120	(10)
Verify and Clarify Needs	130	(9)
Barriers That Inhibit Problem Solving	139	(10)
Honesty as a Tool	149	(6)
Work Together	155	(6)
How to Give Information	161	(7)
Product Profile form a Customer Perspective	168	(6)
How to Give Unwelcome Information	174	(10)
Acknowledge the Customer's Feelings	184	(4)
When to Call In the Manager	188	(5)
Reach Agreement	193	(6)
Win-Win Solutions	199	(7)
Build on the Customer's Proposal	206	(4)
Being Creative	210	(5)
Tactfully Redirect	215	(4)
How Not to Give Away the Shop	219	(8)
Check Understanding	227	(9)
Standard Operating Procedure	236	(5)
Manage Expectations	241	(3)
Helping Customers Be Profitable	244	(5)
Putting Yourself into It	249	(5)
Take Action	254	(9)
Behavior Is What Customers Remember	263	(6)
When the Company Is Used as an Excuse for Bad Action	269	(6)
Build on Satisfaction	275	(5)
Who Benefits?	280	(4)
Be Helpful	284	(3)
On the Front Line	287	(6)
Promises, Promises	293	(6)
How to Handle an Unhappy Customer	299	(5)
How to Defuse Unhappy Customers	304	(4)
Venting	308	(7)
Ways to Overcome Barriers	315	(2)
The Irate Customer	317	(4)
Selling Skills	321	(7)
Energy for Selling	328	(10)
The Telephone	338	(8)
How to Transfer a Call	346	(4)
How to Take an Accurate Message	350	(5)
Using the Phone with a Computer	355	(5)
How to Avoid Stress and Burnout	360