A collection of training and development interventions that can be put to use right now with frontline service employees.  Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company.  It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.  

 

 

 

 

This hands-on resource for training professionals and group leaders is filled with practical and innovative training ideas for improving customer service, including training activities, tools, tips, and techniques that encompass the six most important aspects of customer service:

 

 

	AWARENESS
	COMMUNICATION
	PLANNING
	PROBLEM SOLVING
	QUALITY
	TEAMWORK

This book presents a user-friendly guide for developing and sharpening the skills that are most needed for giving excellent care to customers, both inside and outside your organization. All handouts and training tools are fully reproducible.

 

Training -- hands-on activities with reflective discussions (includes detailed processing instructions, worksheets, and debriefing questions)

Tools -- questionnaires, checklists, and assessments for individuals and groups

Tips -- brief ideas and recommended actions to be implemented by individuals or leaders

Techniques -- guidelines, process models, and strategies for use by individuals or leaders

Paperback, 400 pages, CD-ROM included (Pfeiffer, an Imprint of Wiley Publishing)

 

Table of Contents

 

 

"Perception is everything when it comes to the success of an organization.  Finally, a book that outlines the art of frontline success and the positive domino-effect it produces when the customer is satisfied." 

 - Eric Seaborg, President, Aspect Associates, LLC  

      

"A collage of brilliantly simple and useful advice!  These are real lessons in the fundamentals of customer service that everyone talks about, but few practice."

 - Stacy Gasper, Sales Representative, Kansas Pathology Consultants   

 

 

Article from August 2007 issue of T&D magazine, pp. 24-26

Copyright 2007 Team-ing With Success. All rights reserved.