Fabled Service. Ordinary Acts, Extraordinary Outcomes Participant Workbook

  • ID: 2218226
  • Book
  • 76 Pages
  • John Wiley and Sons Ltd
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Develop standard–setting customer service!

Based on the best–selling book Fabled Service by Betsy Sanders!

This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your needs and select activities to improve weak areas in your current customer service.

Teach others vital customer service skills, such as how to:

∗ Positively represent the organization

∗ Satisfy customers so they will buy the product or service

∗ Encourage customers to return

∗ Understand what motivates people and initiates action

∗ Solve problems immediately and effectively... and more!

Simply written, this program includes all necessary materials to create results–oriented, customized customer service training. A Trainer′s Guide includes specific direction for administering the Customer Service Survey, which assesses individual strengths and weaknesses in three learning areas: understanding him or herself and others; planning for results; and product/service knowledge. The Guide also includes 12 prepared activities that correspond with the three learning areas. Using results from the survey, you choose activities that will help your group improve in its weaker areas. Each activity specifies goals, materials needed, time required, physical setting, and process (including questions to help you review what was learned and help people understand what can be applied to every day situations).

You will need to order a Participant Workbook for each person involved in the training. The Workbook includes a copy of the survey and participant materials for each activity.

Create great service that gets customers talking!
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A Message to the ParticipantCustomer Service SurveyParticipant Materials for Activities

Commitment: To Make Service Everything Your Company Is and Does

Commitment: To Be of Service in All That You Do

Commitment: To Act on the Belief That You Are in Business to Serve Customers

Commitment: To Serve Those Who Serve the Customer

Commitment: To Design Every Part of Your Business With Service As the Desired Outcome

Commitment: To Be in Business to Serve Society

Commitment: To Create and Sustain the Vision
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BETSY SANDERS worked with Nordstrom, Inc. for 19 years. During that time, she served as VP and general manager. In that capacity, she was responsible for the inception and development of the Southern California region––the company′s largest and most profitable division, generating $1 billion in annual revenues.At present, Sanders is a consultant specializing in developing and implementing comprehensive business and marketing strategies, customer service objectives, quality performance standards, and leadership potential. She replaced First Lady Hillary Rodham Clinton on the WalMart Board of Directors and also serves on the boards of Carl Karcher Enterprises, H.F. Ahmanson Company, and Vons Companies, Inc., among others. She is founder and director of The National Bank of Southern California, director and second vice–chairman of the Los Angeles Chamber of Commerce, and director and chairman of the United Way of Orange County.
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