Download 101 Ways to Improve Customer Service: Training, Tools, Tips, by Lorraine L. Ukens PDF

By Lorraine L. Ukens

One hundred and one how you can enhance customer support offers quite a few education and improvement interventions that may be positioned to exploit right away with frontline provider staff. Your customer support representatives at once impact the conception that buyers have of your services and finally your company.В  it is important that your staff increase provider thoughts to create a good picture, speak successfully, and construct client rapport to aid the underlying values and ideology of your company.

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Additional resources for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

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The descriptions should be in terms of line, shape, color, texture, size, apparent weight, translucence, and so forth. (For example, a vase could be described as slender, green, and ten inches tall, but not as glass or as a container to hold flowers. ) Tell the volunteer to record each object in sequential order after describing it. 6. After the volunteer finishes the descriptions, ask participants to name the objects. The volunteer will verify the answers against his or her master list. 7. Tell the participants to turn their sheets over and to use the back of the sheet for the next set of descriptions.

Tell the volunteer to look at the front corner of the room where you placed the additional objects (define the limits of the “corner”) and describe everything that he or she sees there, without naming any of the actual objects, their composition materials, or their uses. The descriptions should be in terms of line, shape, color, texture, size, apparent weight, translucence, and so forth. (For example, a vase could be described as slender, green, and ten inches tall, but not as glass or as a container to hold flowers.

Facilitate a large group discussion by asking the following questions: • How many items in the container was your group able to identify correctly? • Was this an improvement over your individual performance? Why or why not? • Were some items harder to remember than others? Why or why not? • Which items were most often remembered by the majority of the groups? Why do you think that was the case? • How much detail did you use in describing each item (for example, “red poker chip” rather than “poker chip”)?

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