50 Activities for Achieving Excellent Customer Service

  • ID: 1213351
  • Book
  • 275 pages
  • HRD Press
1 of 3
Part of our best-selling 50 Activities series! Comes complete with learning objectives, facilitator guidance, and reproducible materials.

This resource manual provides:

1. Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.
2. Identification and creation of memorable experiences for your customer service representatives and their customers
3. A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.
4. 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.
5. User friendly activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes a difference.
6. Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the right fit for your programs.
7. A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.
8. Powerful bonus sections are included to complement and support your customer service core values and enhance performance.
9. A complementary copy of Excuses, Excuses, Excuses...For Not Delivering Excellent Customer Service and What Should Happen!
10. Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focus the Customer!

Training Objectives:

- Outline the process of accepting change
- Demonstrate the need for change
- Reduce conflict
- Improve communication skills.

Activities cover:
- Change in the workplace
- Accepting change
- Developing goals for change
- Understanding change
- Change and self-development.

Time Guidelines:
- 35 activities take 1 to 3 hours
- 15 activities take 3 or more hours.

Please note: Hard copies are not available for sale for clients based in Europe
Note: Product cover images may vary from those shown
2 of 3
What This Resource Manual Will Provide for You
A New Revolution in Customer Service
A Memorable Experience
The Seasoned Trainer
The New or Occasional Trainer
CD Documenter

How to Use This Resource Manual
Areas of Concentration:

Part A. Service Attitude
1. Attitude Check
2. Whose Attitude
3. Both Sides of Change

Part B. Customer Service Icebreakers
4. Team Task
5. Promoting Communications and Teamwork
6. Who Are You?
7. You’ve Got the Power

Part C. Call Centers and the Telephone
8. Have You Ever Called You?
9. The Power of Repetition
10. Calling Your Own Company
11. Evaluating Self

Part D. Professionalism with No Excuses
12. Excuses, Excuses, Excuses
13. Make It a Miracle
14. Overcoming Obstacles
15. The Rules Have Changed Game
16. Defining Spectacular Service: How We Impact Our Customers Everyday

Part E. Communication—Listening To Your Customers
17. Active vs. Passive Communication
18. Say What You Mean—Mean What You Say!
19. Name That Tune! How Moods Influence Customer Communication

Part F. Customer Treatment (Internal and External)
20. The Grab Bag
21. When You Were a Customer
23. The People in Your Offic
24. The Internal Customer
25. The Golden Rule
26. A Visit to the Zoo
27. Team Circle—Together We Are One

Part G. Essential Tools for Success
28. Check Out Your Work Environment
29. Learn/Teach/Apply
30. Unification
31. Best Practices in Customer Service

Part H. Customers and the World Wide Web
32. Think Before Clicking the Send Key
33. Putting Your Company to the Test: Being Your Own Customer

Part I. Asking for the Order
34. Interdependence and Selling Up
35. Achieving Closure

Part J. Fulfilling Needs/Providing Solutions
36. Reacting vs. Responding
37. Transformations and Their Impact: A Reality Check
38. Probing the Mind of the Customer
39. Holding On
40. Candid Customer
41. Customer’s Perceptions: How Their Expectations Are Created

Part K. Customer Service Assessments
42. HRD Press
43. What Do You Do? The Gifts You Bring to the Workplace

Part L. Uncomfortable Situations
44. Real World Customer Encounters
45. Training Activity for Customer Treatment
46. Losing Control
47. Most Embarrassing Moment
48. Your Customer’s Perception of Reality

Part M. Customer Service Stories
49. Service in the News—Do Customers Have to Look the Part?
50. Eureka!
Bonus Section
Being in the Real World—Collected Bits of “Sage” Advice

Appendix A: CD Documenter Learning Tool
Customer Service Documenter
Appendix B: Customer Service Reminders
Author/Editor Biographies

Note: Product cover images may vary from those shown
3 of 3


4 of 3
Note: Product cover images may vary from those shown