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

By Lorraine L. Ukens

ISBN-10: 0787982008

ISBN-13: 9780787982003

One hundred and one how you can increase customer support presents quite a few education and improvement interventions that may be placed to take advantage of without delay with frontline provider staff. Your customer support representatives at once effect the conception that consumers have of your services and products and finally your company.В  it will be significant that your staff advance provider options to create a favorable snapshot, speak successfully, and construct client rapport to aid the underlying values and ideology of your company.

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

Example text

A different fortune should be given to each subgroup, but members of each subgroup should have slips from the same fortune. 2. Introduce the session by stating that the way in which we interpret information and concepts shapes our perception of the world. Participants will have the opportunity to compare their personal perspectives with one another by interpreting some “bits of advice” that might be found in fortune cookies. 3. Form subgroups of four or five persons each. 4. Distribute one fortune slip, one worksheet, and a pencil to each participant.

3. Distribute a worksheet and a pencil to each person. Explain that each subgroup is to prepare a list of the traits, both positive and negative, that describe each of the five animals. 4. Allow approximately 15 minutes for group work, giving a 5-minute warning before time expires. 5. For each animal in turn, use a round-robin format to have the groups provide their lists of traits and record the words and phrases on the appropriate newsprint sheet. 6. Facilitate a large group discussion by asking the following questions: • For those groups whose animals were described by others, how closely did the traits match your own list?

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? qxd 12/28/06 10:35 AM Page 19 Conjecture Lecture 19 CONJECTURE LECTURE WORKSHEET Directions: Record the names of the other members of your group in the spaces provided at the top of the table.

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


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