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 68. Getting the Word Out: Quality Components
Goal
To describe the components of quality customer service. Participants will develop a statement that describes one aspect of quality service for each letter of the word customer.
Time Required
Approximately 30 minutes
Group Size
Subgroups of three to five persons each
Materials
One copy of the Getting the Word Out Worksheet and a pencil for each participant
Process
Introduce the session by stating that the ability to provide quality service depends on recognizing what the customer needs and wants. This activity is designed to help the participants get a clearer picture of what is expected of them.
Form subgroups of three to five persons each. Ask each group to select a member to record information.
Distribute one copy of the worksheet and a pencil to each participant.
Explain that the groups are to write one statement describing some aspect of quality customer service for each letter in the word customer. For example, the letter C might represent the statement, “Complete all transactions by thanking the customer for doing business with the company.”
Allow approximately 10 minutes for groups to complete the task, giving a 2-minute warning before time expires.
Ask each subgroup in turn to read the statements created.
Facilitate a large group discussion ...
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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.
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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.