| Document Type
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BL
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| Record Number
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977809
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| Doc. No
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b732179
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| Main Entry
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Garber, Peter R.
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| Title & Author
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25 reproducible activities for customer service excellence /\ Peter R. Garber.
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| Publication Statement
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Amherst, MA :: HRD Press,, ©2005.
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| Page. NO
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1 online resource (ix, 163 pages) :: illustrations
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| ISBN
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1599965046
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: 9781599965048
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0874258480
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9780874258486
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| Bibliographies/Indexes
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Includes bibliographical references.
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| Contents
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Table of Contents; Preface; Introduction; Part 1 -- Communication; 1 The Customer'sFirst Perceptions; 2 Customer Paradigms; 3 Listening to theCustomer; 4 Say It Again; 5 Finding the Customer; 6 Rumors; 7 Learning to Listen; Part 2 Phone Power; 8 Greetings; 9 Telephone Tag; 10 Telephone Messages; 11 Telephone Listening; 12 Phone Skills; Part 3 Customer Service Skills; 13 Customer Reflections; 14 Characteristics ofSuccessful Customer Service; 15 Five Steps to BetterCustomer Service; 16 Customer ServiceDiseases; 17 Buying Personalities; Part 4 Customer Service Strategies; 18 Who's the Customer?
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19 Customer Complaints20 Customer Service Personalities; 21The ABCs of Customer Service; Part 5 Achieving Results; 22 Self-Fulfilling Prophecies; 23 Word Games; 24 Winning and Losing with the Customer; 25 Buying Decisions.
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| Abstract
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Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho.
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| Subject
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Customer relations-- Study and teaching, Problems, exercises, etc.
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Customer services-- Study and teaching, Problems, exercises, etc.
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Service industries workers-- Training of, Problems, exercises, etc.
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| Subject
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BUSINESS ECONOMICS-- Customer Relations.
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| Subject
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Customer relations-- Study and teaching.
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| Subject
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Customer services-- Study and teaching.
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| Subject
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Service industries workers-- Training of.
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| Dewey Classification
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658.8/12/076
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| LC Classification
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HF5415.5.G37 2005
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| Parallel Title
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Twenty-five reproducible activities for customer service excellence
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