By Lorraine L. Ukens

ISBN-10: 0787982008

ISBN-13: 9780787982003

One hundred and one how you can enhance customer support presents quite a few education and improvement interventions that may be placed to exploit at once with frontline provider staff. Your customer support representatives without delay impact the conception that consumers have of your services and products and finally your company.В  it's important that your staff advance provider ideas to create a good picture, converse successfully, and construct shopper rapport to aid the underlying values and ideology of your company.

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

Sample text

Perception is an individual’s personal understanding or view of things in the world, and perception is a large part of how expectations are formed. Service providers base their impressions of customers on their interactions with them, and customers base their judgments about the company on the attitude and actions of service representatives. A perceptual set is a person’s tendency to see things in a certain way, do things a certain way, and stick to the familiar because it’s more comfortable than changing.

Direct the subgroups to open their containers and to compare the composite list against the items inside. Allow a few minutes for this task to be completed, and then ask each group in turn to report how many items were correctly identified. 10. Facilitate a large group discussion by asking the following questions: • How many items in the container was your group able to identify correctly? • Was this an improvement over your individual performance? Why or why not? • Were some items harder to remember than others?

Tell your partner that you will be asking a series of questions and that he or she is to honestly answer yes or no. 2. Referring to the introductory personal information you received from your partner, ask three questions you know will be answered yes. ) Then ask three questions you know will be answered no. ) 3. Continue to alternate YES and NO questions until you feel confident that you recognize the difference in your partner’s responses. Part B 1. Tell your partner that you will be asking a series of YES or NO questions again and that he or she can choose to answer truthfully or not.

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


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