Download 101 Ways to Improve Customer Service: Training, Tools, Tips, by Lorraine L. Ukens PDF

By Lorraine L. Ukens

One hundred and one how one can enhance customer support presents quite a few education and improvement interventions that may be positioned to exploit immediately with frontline carrier staff. Your customer support representatives at once impact the notion that buyers have of your services and finally your company.В  it is crucial that your staff strengthen carrier concepts to create a favorable photo, speak successfully, and construct buyer rapport to help the underlying values and ideology of your company.

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Extra info for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Sample text

How so? • In what ways do we create impressions of ourselves? How do these impressions affect the way in which others respond to us? • What are some examples of situations in which wrong impressions were made? What outcomes resulted? • What is the impact of personal filters and mental models on our actions with others? • How do personal filters and mental models influence stereotyping? What can be done to prevent stereotyping? • How can service representatives use first impressions to support the service provided to customers?

2. Instruct the participants to form pairs. Ask the pairs to introduce themselves and provide some basic personal information—for example, where they were born, marital status, children, pets, and so forth. 3. Distribute one copy of the instruction sheet to one member of each pair and ask them to read the instructions to Part A. 4. Tell the pairs to begin. Allow approximately 5 minutes for the partners to complete Part A of the instructions. 5. Ask the partner with the instruction sheet to read Part B and then have the pairs begin the task.

How well did the questioner do in predicting the accuracy of the responses in Part B? Why? • Why is it necessary to look for patterns of behavior when using your observational skills? ) • How can awareness of the external body language of others help in our interactions with customers? qxd 12/28/06 10:44 AM Page 35 Making Sense of It 35 MAKING SENSE OF IT INSTRUCTION SHEET You will be asking your partner a series of questions. Your task is to watch the changes in facial expression, body posture, and breathing as your partner answers your questions.

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