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

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

by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
Released February 2007
Publisher(s): Wiley
ISBN: 9780787982003

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Book description

101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company.  It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.

Table of contents

  1. Copyright
  2. About This Book
    1. Why is this topic important?
    2. What can you achieve with this book?
    3. How is this book organized?
  3. About Pfeiffer
    1. Essential Knowledge
    2. Essential Tools
  4. Introduction: Getting the Most from This Resource
    1. Purpose
    2. Audience
    3. Product Description
    4. Key Terms
    5. Facilitator Guidelines for Training Activities
      1. Group Size and Time Required
      2. Facilitator’s Role
      3. Debriefing an Activity
      4. Selection of Interventions
    6. Resources
      1. Books
      2. Websites
  5. Topical Index of Interventions
  6. One. Awareness
    1. 1. Collection Inspection: Observation
      1. Process
    2. 2. Conjecture Lecture: First Impressions
      1. Process
        1. Conjecture Lecture Worksheet
    3. 3. Information, Please: Observation and Information Gathering
      1. Process
    4. 4. It’s a Jungle out There: Stereotyping
      1. Process
      2. Variation
        1. It’s a Jungle Out There Worksheet
    5. 5. Just My Luck: Personal Perspective
      1. Process
        1. Just My Luck Fortune Slips
        2. Just My Luck Worksheet
    6. 6. Making Sense of It: Sensory Acuity
      1. Process
        1. Making Sense of It Instruction Sheet
          1. Part A
          2. Part B
    7. 7. See Saw: Visual Perception
      1. Process
    8. 8. Stressing the Positive: Workplace Stressors
      1. Process
        1. Stressing the Positive Checklist
        2. Stressing the Positive Worksheet
    9. 9. What Now?: Perceptual Expectations
      1. Process
        1. What Now? Worksheet
    10. 10. On the Line: Credibility
      1. Work Issues That Hinder Credibility
    11. 11. Power Up: Assertiveness
      1. Assertiveness Tips
      2. Personal Improvement Goals
    12. 12. Flex Your Mind: Mental Flexibility
      1. Individual
      2. Actions
    13. 13. Keep It Cool: Job Pressure
      1. Individual
      2. Actions
    14. 14. Stress Buster: Stress Reduction
      1. Leader
      2. Action
    15. 15. Meltdown: Dealing with Anger
      1. Things to Do
      2. Things to Avoid
    16. 16. Plead Your Case: Influencing Change
      1. Facts to Remember
  7. Two. Communication
    1. 17. Blueprints for Success: Verbal Instructions
      1. Process
    2. 18. From Me to You: Focus on Others
      1. Process
    3. 19. Negative Ten-dency: Word Usage
      1. Process
        1. Negative Ten-Dency Worksheet
    4. 20. Poker Face: Nonverbal Communication
      1. Process
        1. Poker Face Role Cards
        2. Poker Face Hand Rankings Sheet
    5. 21. Say What You Mean: Concise Verbal Communication
      1. Process
        1. Say What You Mean Instruction Sheet
          1. Instruction Set A
          2. Instruction Set B
    6. 22. Seeing Is Believing: Body Language and Culture
      1. Process
    7. 23. Summary Judgment: Listening
      1. Process
    8. 24. Tongue-Tying Twisters: Word Enunciation
      1. Process
        1. Tongue-Tying Twisters Handout
    9. 25. Listen Closely: Responsive Listening
    10. 26. Mind the Message: Communication Processes
    11. 27. Probing Points: Questioning
      1. Open Questions
      2. Closed Questions
    12. 28. Sound Advice: Voice Quality
    13. 29. Crossing the Border: International Communication
      1. Individual
      2. Actions
    14. 30. E-Service: Electronic Communication
      1. Individual
      2. Actions
    15. 31. Attention, Please: Keeping the Customer’s Attention
    16. 32. Return Policy: Feedback Guidelines
      1. Giving Feedback
      2. Receiving Feedback
    17. 33. Six Degrees of Persuasion: Influencing Through Listening
  8. Three. Planning
    1. 34. Color Quest: Limited Resources
      1. Process
    2. 35. Commercial Appeal: Product or Service Offerings
      1. Process
    3. 36. Flow Motion: Work Process Improvement
      1. Process
        1. Flow Motion Worksheet
    4. 37. Hardware: Classifying Resources
      1. Process
    5. 38. Heads and Tails: Optimizing Resources
      1. Process
        1. Heads and Tails Answer Sheet
    6. 39. Last Straw: Goal Setting and Resources
      1. Process
        1. Last Straw Requisition Form
    7. 40. On Target: Goal Alignment
      1. Process
        1. On Target Worksheet
    8. 41. View from the Top: Personal Change Management
      1. Process
    9. 42. Desk Stress: Organization
      1. Help Is at Hand
        1. Your Goals
    10. 43. Pass It On: Delegation
      1. Areas for Improvement
    11. 44. Flag It: File Management
      1. Individual
      2. Actions
    12. 45. Just the Fax: Fax Information File
      1. Leader
      2. Action
    13. 46. Library Dues: Development Resources
      1. Leader
      2. Action
    14. 47. Memory Ticklers: Information Recall
      1. Individual
      2. Actions
    15. 48. New Kids on the Block: Orientation
      1. Leader
      2. Actions
    16. 49. To Do or Not to Do: To-Do Lists
      1. Individual
      2. Actions
    17. 50. Setting the Bar: Service Standards
    18. 51. Tackling Time Wasters: Time Management
      1. Handle Interruptions
      2. Reduce Distractions
  9. Four. Problem Solving
    1. 52. Comic Relief: Analyzing Problem Situations
      1. Process
      2. Variation
        1. Comic Relief Worksheet
    2. 53. Dialing Dilemma: Telephone Logic Problem
      1. Process
      2. Variation
        1. Dialing Dilemma Worksheet
          1. Answer Sequence
    3. 54. It’s All in How You Look at It: Problem Interpretation
      1. Process
    4. 55. Medical Breakthrough: Logical Problem Analysis
      1. Process
        1. Medical Breakthrough Worksheet
          1. Problem
        2. Medical Breakthrough Solution Sheet
          1. Solution
    5. 56. Miss Interpretation: Problem Interpretation
      1. Process
    6. 57. Nominally Speaking: Nominal Group Technique
      1. Process
        1. Nominally Speaking Worksheet
    7. 58. Role It Out: Situational Role Play
      1. Process
        1. Role it Out Information Sheet
          1. Practice Rounds
          2. Solving the Problem While Saving the Relationship
        2. Role It Out Situations Sheet
          1. Situation #1
          2. Situation #2
          3. Situation #3
        3. Role It Out Recommended Actions Sheet
          1. Situation #1
          2. Situation #2
          3. Situation #3
    8. 59. Sensible Solutions: Alternative Solutions
      1. Process
    9. 60. Breaking Barriers: Obstacles to Problem Solving
      1. Plans for Improvement
    10. 61. Creativity Quotient: Self-Assessment
      1. Actions for Increasing Your Creativity Potential
    11. 62. A CAP-ital Idea: Creative Action Planning
      1. Leader
      2. Action
    12. 63. Feelings Check-In: Conflict Reaction Assessment
      1. Leader
      2. Action
    13. 64. Share to Be Aware: Interdepartmental Problem Solving
      1. Leader
      2. Actions
    14. 65. Crash Control: Conflict Management Styles
    15. 66. Fair Play: Win-Win Negotiation
      1. Step 1: Prepare for a Successful Negotiation
      2. Step 2: Develop a Collaborative Relationship
      3. Step 3: Create Win-Win Outcomes
    16. 67. Stage Right: Creative Process
      1. Stage 1: Preparation
      2. Stage 2: Concentration
      3. Stage 3: Incubation
      4. Stage 4: Illumination
      5. Stage 5: Implementation
      6. Stage 6: Evaluation
  10. Five. Quality
    1. 68. Getting the Word Out: Quality Components
      1. Process
        1. Getting the Word Out Worksheet
    2. 69. Inconvenience Store: Service Strategies
      1. Process
    3. 70. Like It or Not: Service Analogies
      1. Process
        1. Like it or not Worksheet 1
        2. Like it or not Worksheet 2
        3. Like it or not Worksheet 3
        4. Like it or not Worksheet 4
        5. Like it or not Worksheet 5
        6. Like it or not Worksheet 6
    4. 71. Making the Connection: Customer Expectations
      1. Process
        1. Making the Connection Worksheet
    5. 72. Overcharged and Underrated: Exceeding Expectations
      1. Process
        1. Overcharged and Underrated Role-Play Sheet
          1. Roles
          2. Scenario
          3. Script
          4. Outcome
    6. 73. Picture Perfect: Communicating Quality
      1. Process
    7. 74. RATER of the Lost Art: Customer Perception of Quality
      1. Process
        1. Rater of the Lost Art Information Sheet
    8. 75. Right Approach: Service Attitude
      1. Process
        1. Right Approach Worksheet
          1. Scenario
          2. Discussion Questions
    9. 76. Service Link: Creative Analysis of Service
      1. Process
        1. Service Link Game Board
    10. 77. Cream of the Crop: Quality Competencies
      1. Actions you can take for continuous improvement within the next 3 months
    11. 78. May I Help You?: Telephone Etiquette
      1. Areas for Improvement
    12. 79. Behind the Scenes: Support Role Recognition
      1. Leader
      2. Action
    13. 80. Getting Down to Business: Customer Comment Cards
      1. Individual
      2. Action
    14. 81. Hit the Heights: Customer Service Week
      1. Leader
      2. Actions
    15. 82. Knowledge Is Power: Technical Training
      1. Leader
      2. Actions
    16. 83. Concession Stand: Acknowledging Customer Concerns
      1. Step 1: Maintain the Relationship: Express Your Understanding
      2. Step 2: Maintain the Transaction: Specify What You Plan to Do
    17. 84. Write On: Letters of Complaint
      1. Respond promptly
      2. Do not use standardized letters
      3. Thank the customer and apologize for any inconvenience
      4. Concentrate on the positive
      5. Provide the appropriate amount of attention
  11. Six. Teamwork
    1. 85. Candy Land: Group Decision Making
      1. Process
        1. Candy Land Worksheet
        2. Candy Land Answer Sheet
    2. 86. In and Out: Internal Customers
      1. Process
        1. In and Out Worksheet
    3. 87. Mind the Details: Individual vs. Team Performance
      1. Process
        1. Mind the Details Worksheet
    4. 88. On Course: Communication, Reliability, and Trust
      1. Process
    5. 89. Open Account: Team Environment
      1. Process
        1. Open Account Picture Cards 1
        2. Open Account Picture Cards 2
    6. 90. Port of Call: Partnering Strategies
      1. Process
    7. 91. Seeing STARS: Group Interdependence
      1. Process
        1. Seeing Stars Card Set 1
        2. Seeing Stars Card Set 2
        3. Seeing Stars Card Set 3
        4. Seeing Stars Card Set 4
        5. Seeing Stars Card Set 5
        6. Seeing Stars Card Sets Answer Sheet
          1. SET 1 – “S”
          2. SET 2 – “T”
          3. SET 3 – “A”
          4. SET 4 – “R”
          5. SET 5 –“S”
    8. 92. To the Letter: Time-Constrained Team Performance
      1. Process
        1. To the Letter Worksheet
    9. 93. A Matter of Trust: Team Member Trust
      1. Targeted Areas for Improvement
    10. 94. Team Checkup: Group Effectiveness
    11. 95. Bank on It: Peer Recognition
      1. Leader
      2. Action
    12. 96. Get on Board: Peer Feedback
      1. Leader
      2. Action
    13. 97. Rely on Me: Team Trust
      1. Individual
      2. Actions
    14. 98. Rivalry or Revelry: Constructive Competition
      1. Leader
      2. Action
    15. 99. Team Talent: Resource Directory
      1. Leader
      2. Action
    16. 100. Confront with Care: Team Conflict Management
    17. 101. Opposition Position: Constructive Competition
      1. Social Needs
      2. Security Needs
      3. Self-Esteem Needs
      4. Achievement Needs
    18. A. Internal Customer Service
      1. Awareness
      2. Communication
      3. Planning
      4. Problem Solving
      5. Quality
      6. Teamwork
    19. B. Call Centers
      1. Awareness
      2. Communication
      3. Planning
      4. Problem Solving
      5. Quality
    20. C. Retail
      1. Awareness
      2. Communication
      3. Planning
      4. Problem Solving
      5. Quality
    21. D. Sales
      1. Awareness
      2. Communication
      3. Planning
      4. Problem Solving
      5. Quality
      6. Teamwork
    22. About the Author
    23. How to Use the CD-ROM
      1. System Requirements
      2. Using the CD with Windows
      3. In Case of Trouble
  12. Pfeiffer Publications Guide
    1. Formats
      1. Fieldbook
      2. Handbook
      3. Resource
      4. Training Package
      5. Electronic
    2. Methodologies
      1. Case Study
      2. Energizer
      3. Experiential Learning Activity (ELA)
      4. Game
      5. Icebreaker
      6. Instrument
      7. Lecturette
      8. Model
      9. Role Play
      10. Simulation
      11. Theory
    3. Topics
  13. What will you find on pfeiffer.com?

Product information

  • Title: 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
  • Author(s): Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
  • Release date: February 2007
  • Publisher(s): Wiley
  • ISBN: 9780787982003