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 59. Sensible Solutions: Alternative Solutions
Goal
To identify customer service problem situations and develop possible solutions to them. Participants will use personal experiences to develop alternative solutions to customer problems.
Time Required
45 minutes to 1 hour
Group Size
Subgroups of three to five persons each, with a maximum of twenty-five participants
Materials
One 5″ × 8″ index card and a pencil for each subgroup
One newsprint sheet and a felt-tipped marker for each subgroup
Masking tape for posting newsprint sheets
Process
Form subgroups of three to five participants each.
Distribute one index card and a pencil to each subgroup.
Direct each subgroup to identify one common service situation that involves a customer complaint or problem. One member of the group is to briefly describe the situation on the index card provided. Allow approximately 5 minutes for group work.
Collect the index cards from the groups and shuffle them. Distribute one situation card to each subgroup.
Distribute one newsprint sheet and a felt-tipped marker to each subgroup.
Explain that the groups will have approximately 15 minutes to discuss the service situation presented on the card and identify all the possible solutions to resolving the complaint or problem. The suggestions are to be recorded on the ...
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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.