By Lorraine L. Ukens
One hundred and one how one can enhance customer support presents a number of education and improvement interventions that may be positioned to exploit immediately with frontline carrier staff. Your customer support representatives without delay effect the belief that consumers have of your services and products and finally your company.В it's important that your staff improve carrier techniques to create a good snapshot, speak successfully, and construct patron rapport to aid the underlying values and ideology of your company.
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Extra info for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
Copyright © 2007 by John Wiley & Sons, Inc. Reproduced by permission of Pfeiffer, an Imprint of Wiley. qxd 12/28/06 10:38 AM Page 31 Just My Luck 31 JUST MY LUCK WORKSHEET Directions: Take a few minutes to reflect on the philosophical saying written on the fortune slip you received. Next, write your interpretation of what the saying means to you. Finally, provide three examples of how this saying relates to actions that occur in your workplace. Interpretation Examples 1. 2. 3. 101 Ways to Improve Customer Service.
6. Allow approximately 5 minutes for completion of the task and then call time. 7. Ask the members of each group to discuss their responses and why they made them. 8. Allow approximately 10 minutes for small group discussion, giving a 1-minute warning before time expires. 9. Facilitate a large group discussion by asking the following questions: • Did your personal impressions differ from others in your group? How so? • In what ways do we create impressions of ourselves? How do these impressions affect the way in which others respond to us?
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?