25 Reproducible Activities for  Customer Service Excellence  Peter Garber    Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities.  There?s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve‹excellent service.   Every topic critical to customer service is addressed in five convenient parts:     - Communication  - Phone Power  - Customer Service Skills  - Customer Service Strategies  - Achieving Results  The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15¬30 minutes.  Areas covered include:  - The customer?s first impression  - Customer paradigms  - Listening to the customer  - Finding out who the customer really is  - How rumors get started and spread   - The importance of telephone greeting messages  - Dealing with telephone tag € telephone communications  - Understanding what the customer really wants   - Characteristics of successful customer service  - Customer service diseases  - Developing your personal improvement plan  - Personalities of potential buyers   - Types of customers € customer complaints  - Tips for selling your product or service  - Positive and negative words  - Winning and losing the customer   - Logic vs. emotion in selling

25 Reproducible Activities for Customer Service Excellence PDF

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