The Customer Service Activity Book,9780814472590

The Customer Service Activity Book

by
ISBN13: 9780814472590
ISBN10: 0814472591
Format: Paperback
Pub. Date: 2005-05-03
Publisher(s): Amacom Books
List Price: $34.95

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Summary

Powerful training exercises for creating top-notch customer service!From seasoned veterans to first-timers, any instructor, trainer, manager, consultant, or coach charged with improving customer service will find The Customer Service Activity Book a powerful resource. The activities can easily be used as a complete customer service training program or customized and used individually to address areas of concern.The Customer Service Activity Book presents an array of dynamic and engaging activities that: Reinforce what good customer service is-and is not Demonstrate how to work together most constructively and efficiently Prove the value and the importance of "sharing the load" Show how to increase productivity and performance while enhancing relationships with customers.Assembling 20 years of sales and customer service experiences in a wide variety of industries, The Customer Service Activity Book is a treasure trove of exercises for enhancing the quality of any customer service training program.

Author Biography

Darryl S. Doane and Rose D. Sloat (Canton, OH) are international performance-based training and development specialists, and the owners of The Learning Service, Ltd.

Table of Contents

Handouts, Overheads, and Worksheets x
Introduction xi
How to Use This Resource Manual xvi
PART A Service Attitude
1(14)
Attitude Check
3(3)
Whose Attitude
6(4)
Both Sides of Change
10(5)
PART B Customer Service Icebreakers
15(16)
Team Task
17(4)
Promoting Communications and Teamwork
21(2)
Who Are You?
23(5)
You've Got the Power
28(3)
PART C Call Centers and the Telephone
31(20)
Have You Ever Called You?
33(3)
The Power of Repetition
36(3)
Calling Your Own Company
39(4)
Evaluating Self
43(8)
PART D Professionalism with No Excuses
51(30)
Excuses, Excuses, Excuses
53(4)
Make It a Miracle
57(6)
Overcoming Obstacles
63(4)
The Rules Have Changed the Game
67(5)
Defining Spectacular Service: How We Impact Our Customers Every Day
72(9)
PART E Communication: Listening to Your Customers
81(16)
Active Versus Passive Communication
83(5)
Say What You Mean---Mean What You Say!
88(4)
Name That Tune! How Moods Influence Customer Communication
92(5)
PART F Customer Treatment (Internal and External)
97(34)
The Grab Bag
99(3)
When You Were a Customer
102(4)
WACTEO
106(3)
The People in Your Office
109(6)
The Internal Customer
115(5)
The Golden Rule
120(4)
A Visit to the Zoo
124(3)
Team Circle---Together We Are One
127(4)
PART G Essential Tools for Success
131(18)
Check Out Your Work Environment
133(4)
Learn/Teach/Apply
137(3)
Unification
140(4)
Best Practices in Customer Service
144(5)
PART H Customers and the World Wide Web
149(12)
Think Before Clicking the Send Key
151(4)
Putting Your Company to the Test: Being Your Own Customer
155(6)
PART I Asking for the Order
161(10)
Interdependence and Selling Up
163(3)
Achieving Closure
166(5)
PART J Fulfilling Needs/Providing Solutions
171(44)
Reacting Versus Responding
173(4)
Transformations and Their Impact: A Reality Check
177(10)
Probing the Mind of the Customer
187(8)
Holding On
195(4)
Candid Customer
199(8)
Customer's Perceptions: How Their Expectations Are Created
207(8)
PART K Customer Service Assessments
215(12)
Understanding Our Disc Style
217(4)
What Do You Do? The Gifts You Bring to the Workplace
221(6)
PART L Uncomfortable Situations
227(24)
Real World Customer Encounters
229(5)
Training Activity for Customer Treatment
234(3)
Losing Control
237(5)
Most Embarrassing Moment
242(3)
Your Customer's Perception of Reality
245(6)
PART M Customer Service Stories
251(18)
Service in the News---Do Customers Have to Look the Part?
253(3)
Eureka!
256(13)
Bonus Section
263(2)
Being in the Real World---Collected Bits of ``Sage'' Advice
265(4)
Appendix A The Documenter Learning Tool
269(13)
The Customer Service Documenter
271(11)
Appendix B Customer Service Reminders
282(13)
Author Biographies 295(4)
Index 299

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