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

Chapter . Introduction: Getting the Most from This Resource

Purpose

This is a collection of 101 practical applications (50 training activities, 14 tools, 23 tips, and 14 techniques) to improve the frontline employee’s ability to provide exceptional customer service. It is intended to be a down-to-earth guide to giving excellent care to customers, both inside and outside the organization. It covers the many topical areas that encompass customer service and is organized to be user-friendly.

Customer service representatives are vital to any business because they serve a major role as liaison between the customer and the company. The results of these interactions directly influence the perception that the customer has of the product or service and the company itself. The attitude and actions of service providers will cause a customer to make a perceptual judgment about the company. From the customer’s perspective, the people performing the service are the company.

More and more, the word is being spread about the need for organizations to develop a corporate culture that extols quality products and service. This message is accompanied by endless anecdotes of customer experiences and why it is necessary to constantly strive for improvement. Although management leadership, support, and involvement clearly are important, training and skills development still play a critical role in any successful service improvement effort. Learning to create a positive image, communicate effectively, and ...