50 activities for achieving excellent customer service:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Amherst, Mass.
HRD Press
©2003
|
| Schriftenreihe: | 50 Activities
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Beschreibung: | Title from title screen This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; 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.; 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.; User friendly activi Cover -- TOC36;Table of Contents -- Introduction -- 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 -- EXCUSES44; EXCUSES44; EXCUSES -- How to Use This Resource Manual -- Acknowledgments -- CH36;Part A46; Service Attitude -- 146; Attitude Check -- 246; Whose Attitude -- 346; Both Sides of Change -- CH36;Part B46; Customer Service Icebreakers -- 446; Team Task -- 546; Promoting Communications and Teamwork -- 646; Who Are You63; -- 746; Youve Got the Power -- CH36;Part C46; Call Centers and the Telephone -- 846; Have You Ever Called You63; -- 946; The Power of Repetition -- 1046; Calling Your Own Company -- 1146; Evaluating Self -- CH36;Part D46; Professionalism with No Excuses -- 1246; Excuses44; Excuses44; Excuses -- 1346; Make It a Miracle -- 1446; Overcoming Obstacles -- 1546; The Rules Have Changed Game -- - 1646; Defining Spectacular Service58; How We Impact Our Customers Everyday -- CH36;Part E46; Communication8212;Listening To Your Customers -- 1746; Active vs46; Passive Communication -- 1846; Say What You Mean8212;Mean What You Say33; -- 1946; Name That Tune33; How Moods Influence Customer Communication -- CH36;Part F46; Customer Treatment 40;Internal and External41; -- 2046; The Grab Bag -- 2146; When You Were a Customer -- 2246; WACTEO -- 2346; The People in Your Office -- 2446; The Internal Customer -- 2546; The Golden Rule -- 2646; A Visit to the Zoo -- 2746; Team Circle8212;Together We Are One -- CH36;Part G46; Essential Tools for Success -- 2846; Check Out Your Work Environment -- 2946; Learn47;Teach47;Apply -- 3046; Unification -- 3146; Best Practices in Customer Service -- CH36;Part H46; Customers and the World Wide Web -- 3246; Think Before Clicking the Send Key -- 3346; Putting Your Company to the Test58; Being Your Own Customer -- CH36;Part I46; Asking for the Order -- - 3446; Interdependence and Selling Up -- 3546; Achieving Closure -- CH36;Part J46; Fulfilling Needs47;Providing Solutions -- 3646; Reacting vs46; Responding -- 3746; Transformations and Their Impact58; A Reality Check -- 3846; Probing the Mind of the Customer -- 3946; Holding On -- 4046; Candid Customer -- 4146; Customers Perceptions58; How Their Expectations Are Created -- CH36;Part K46; Customer Service Assessments -- 4246; HRD Press -- 4346; What Do You Do63; The Gifts You Bring to the Workplace -- CH36;Part L46; Uncomfortable Situations -- 4446; Real World Customer Encounters -- 4546; Training Activity for Customer Treatment -- 4646; Losing Control -- 4746; Most Embarrassing Moment -- 4846; Your Customers Perception of Reality -- CH36;Part M46; Customer Service Stories -- 4946; Service in the News8212;Do Customers Have to Look the Part63; -- 5046; Eureka33; -- CH36;Bonus Section -- Being in the Real World8212;Collected Bits of Sage8221; Advice -- - Appendix A58; CD Documenter Learning Tool -- Customer Service Documenter -- Appendix B58; Customer Service Reminders -- Author47;Editor Biographies -- Last Page |
| Beschreibung: | 1 Online-Ressource (272 pages) |
| ISBN: | 9781599965086 1599965089 1281018325 9781281018328 0874257379 9780874257373 |
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| 500 | |a This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; 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.; 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.; User friendly activi | ||
| 500 | |a Cover -- TOC36;Table of Contents -- Introduction -- 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 -- EXCUSES44; EXCUSES44; EXCUSES -- How to Use This Resource Manual -- Acknowledgments -- CH36;Part A46; Service Attitude -- 146; Attitude Check -- 246; Whose Attitude -- 346; Both Sides of Change -- CH36;Part B46; Customer Service Icebreakers -- 446; Team Task -- 546; Promoting Communications and Teamwork -- 646; Who Are You63; -- 746; Youve Got the Power -- CH36;Part C46; Call Centers and the Telephone -- 846; Have You Ever Called You63; -- 946; The Power of Repetition -- 1046; Calling Your Own Company -- 1146; Evaluating Self -- CH36;Part D46; Professionalism with No Excuses -- 1246; Excuses44; Excuses44; Excuses -- 1346; Make It a Miracle -- 1446; Overcoming Obstacles -- 1546; The Rules Have Changed Game -- | ||
| 500 | |a - 1646; Defining Spectacular Service58; How We Impact Our Customers Everyday -- CH36;Part E46; Communication8212;Listening To Your Customers -- 1746; Active vs46; Passive Communication -- 1846; Say What You Mean8212;Mean What You Say33; -- 1946; Name That Tune33; How Moods Influence Customer Communication -- CH36;Part F46; Customer Treatment 40;Internal and External41; -- 2046; The Grab Bag -- 2146; When You Were a Customer -- 2246; WACTEO -- 2346; The People in Your Office -- 2446; The Internal Customer -- 2546; The Golden Rule -- 2646; A Visit to the Zoo -- 2746; Team Circle8212;Together We Are One -- CH36;Part G46; Essential Tools for Success -- 2846; Check Out Your Work Environment -- 2946; Learn47;Teach47;Apply -- 3046; Unification -- 3146; Best Practices in Customer Service -- CH36;Part H46; Customers and the World Wide Web -- 3246; Think Before Clicking the Send Key -- 3346; Putting Your Company to the Test58; Being Your Own Customer -- CH36;Part I46; Asking for the Order -- | ||
| 500 | |a - 3446; Interdependence and Selling Up -- 3546; Achieving Closure -- CH36;Part J46; Fulfilling Needs47;Providing Solutions -- 3646; Reacting vs46; Responding -- 3746; Transformations and Their Impact58; A Reality Check -- 3846; Probing the Mind of the Customer -- 3946; Holding On -- 4046; Candid Customer -- 4146; Customers Perceptions58; How Their Expectations Are Created -- CH36;Part K46; Customer Service Assessments -- 4246; HRD Press -- 4346; What Do You Do63; The Gifts You Bring to the Workplace -- CH36;Part L46; Uncomfortable Situations -- 4446; Real World Customer Encounters -- 4546; Training Activity for Customer Treatment -- 4646; Losing Control -- 4746; Most Embarrassing Moment -- 4846; Your Customers Perception of Reality -- CH36;Part M46; Customer Service Stories -- 4946; Service in the News8212;Do Customers Have to Look the Part63; -- 5046; Eureka33; -- CH36;Bonus Section -- Being in the Real World8212;Collected Bits of Sage8221; Advice -- | ||
| 500 | |a - Appendix A58; CD Documenter Learning Tool -- Customer Service Documenter -- Appendix B58; Customer Service Reminders -- Author47;Editor Biographies -- Last Page | ||
| 650 | 7 | |a BUSINESS & ECONOMICS / Customer Relations |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
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| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Wirtschaft | |
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Datensatz im Suchindex
| _version_ | 1804175296637698048 |
|---|---|
| any_adam_object | |
| author | Doane, Darryl S. |
| author_facet | Doane, Darryl S. |
| author_role | aut |
| author_sort | Doane, Darryl S. |
| author_variant | d s d ds dsd |
| building | Verbundindex |
| bvnumber | BV042968443 |
| collection | ZDB-4-EBA ZDB-4-EBU |
| ctrlnum | (OCoLC)243595504 (DE-599)BVBBV042968443 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| id | DE-604.BV042968443 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:14:02Z |
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| isbn | 9781599965086 1599965089 1281018325 9781281018328 0874257379 9780874257373 |
| language | English |
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| spelling | Doane, Darryl S. Verfasser aut 50 activities for achieving excellent customer service Darryl S. Doane, Rose D. Sloat, authors & editors Fifty activities for achieving excellent customer service Amherst, Mass. HRD Press ©2003 1 Online-Ressource (272 pages) txt rdacontent c rdamedia cr rdacarrier 50 Activities Title from title screen This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; 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.; 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.; User friendly activi Cover -- TOC36;Table of Contents -- Introduction -- 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 -- EXCUSES44; EXCUSES44; EXCUSES -- How to Use This Resource Manual -- Acknowledgments -- CH36;Part A46; Service Attitude -- 146; Attitude Check -- 246; Whose Attitude -- 346; Both Sides of Change -- CH36;Part B46; Customer Service Icebreakers -- 446; Team Task -- 546; Promoting Communications and Teamwork -- 646; Who Are You63; -- 746; Youve Got the Power -- CH36;Part C46; Call Centers and the Telephone -- 846; Have You Ever Called You63; -- 946; The Power of Repetition -- 1046; Calling Your Own Company -- 1146; Evaluating Self -- CH36;Part D46; Professionalism with No Excuses -- 1246; Excuses44; Excuses44; Excuses -- 1346; Make It a Miracle -- 1446; Overcoming Obstacles -- 1546; The Rules Have Changed Game -- - 1646; Defining Spectacular Service58; How We Impact Our Customers Everyday -- CH36;Part E46; Communication8212;Listening To Your Customers -- 1746; Active vs46; Passive Communication -- 1846; Say What You Mean8212;Mean What You Say33; -- 1946; Name That Tune33; How Moods Influence Customer Communication -- CH36;Part F46; Customer Treatment 40;Internal and External41; -- 2046; The Grab Bag -- 2146; When You Were a Customer -- 2246; WACTEO -- 2346; The People in Your Office -- 2446; The Internal Customer -- 2546; The Golden Rule -- 2646; A Visit to the Zoo -- 2746; Team Circle8212;Together We Are One -- CH36;Part G46; Essential Tools for Success -- 2846; Check Out Your Work Environment -- 2946; Learn47;Teach47;Apply -- 3046; Unification -- 3146; Best Practices in Customer Service -- CH36;Part H46; Customers and the World Wide Web -- 3246; Think Before Clicking the Send Key -- 3346; Putting Your Company to the Test58; Being Your Own Customer -- CH36;Part I46; Asking for the Order -- - 3446; Interdependence and Selling Up -- 3546; Achieving Closure -- CH36;Part J46; Fulfilling Needs47;Providing Solutions -- 3646; Reacting vs46; Responding -- 3746; Transformations and Their Impact58; A Reality Check -- 3846; Probing the Mind of the Customer -- 3946; Holding On -- 4046; Candid Customer -- 4146; Customers Perceptions58; How Their Expectations Are Created -- CH36;Part K46; Customer Service Assessments -- 4246; HRD Press -- 4346; What Do You Do63; The Gifts You Bring to the Workplace -- CH36;Part L46; Uncomfortable Situations -- 4446; Real World Customer Encounters -- 4546; Training Activity for Customer Treatment -- 4646; Losing Control -- 4746; Most Embarrassing Moment -- 4846; Your Customers Perception of Reality -- CH36;Part M46; Customer Service Stories -- 4946; Service in the News8212;Do Customers Have to Look the Part63; -- 5046; Eureka33; -- CH36;Bonus Section -- Being in the Real World8212;Collected Bits of Sage8221; Advice -- - Appendix A58; CD Documenter Learning Tool -- Customer Service Documenter -- Appendix B58; Customer Service Reminders -- Author47;Editor Biographies -- Last Page BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Executives / Training of fast Customer services Wirtschaft Executives Training of Sloat, Rose D. Sonstige oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=388936 Aggregator Volltext |
| spellingShingle | Doane, Darryl S. 50 activities for achieving excellent customer service BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Executives / Training of fast Customer services Wirtschaft Executives Training of |
| title | 50 activities for achieving excellent customer service |
| title_alt | Fifty activities for achieving excellent customer service |
| title_auth | 50 activities for achieving excellent customer service |
| title_exact_search | 50 activities for achieving excellent customer service |
| title_full | 50 activities for achieving excellent customer service Darryl S. Doane, Rose D. Sloat, authors & editors |
| title_fullStr | 50 activities for achieving excellent customer service Darryl S. Doane, Rose D. Sloat, authors & editors |
| title_full_unstemmed | 50 activities for achieving excellent customer service Darryl S. Doane, Rose D. Sloat, authors & editors |
| title_short | 50 activities for achieving excellent customer service |
| title_sort | 50 activities for achieving excellent customer service |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Executives / Training of fast Customer services Wirtschaft Executives Training of |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Customer services Executives / Training of Wirtschaft Executives Training of |
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