February 2007
Beginner
400 pages
4h 25m
English
book
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
Content preview from 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
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Chapter 3. Information, Please: Observation and Information Gathering
Goal
To refine the skills of observation and information gathering. Participants will identify a preselected picture based on information provided by the facilitator.
Time Required
Approximately 30 minutes
Group Size
Five to fifteen participants
Materials
Ten to twelve large pictures of similar content mounted on card stock
Prize for winner (optional)
Process
Prior to the session, select ten to twelve large pictures that are similar in content (for example, landscape, house, room interior, individual, group of people) but that have some evident differences, and mount them on card stock. Display these pictures around the room so that all participants can see them.
Introduce the session by explaining that participants will be using information to determine which displayed picture is the one you selected to describe. Tell them that you will provide additional information only when someone requests “Information, please.” Any time a guess is made and the picture is incorrect, that person is eliminated. You may choose to provide a prize to the winner to increase the motivation for participants to make a guess.
Mentally select one picture for which you will provide clues to the participants. Say, “I am thinking of a picture; which one ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.