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 76. Service Link: Creative Analysis of Service
Goal
To creatively examine issues that affect quality customer service. Participants will link disparate words into logical statements about customer service.
Time Required
Approximately 1 hour
Group Size
Subgroups of three or four persons each, with a maximum of thirty participants
Materials
One sheet of blank paper and a pencil for each participant
One copy of the Service Link Game Board for each subgroup
One pair of dice
Process
Introduce the session by explaining that participants will be trying to gain a better awareness of customer service issues by linking disparate words together to make logical statements. This creative approach to viewing service elements expands the way in which we provide service to a variety of customers as well as solve potential problems.
Form subgroups of three or four persons each. Distribute a sheet of blank paper and a pencil to each participant and one copy of the Service Link Game Board to each subgroup.
Explain that you will be rolling dice to provide two numbers that will correspond to the words on the game board. Each participant will write a statement about customer service that links the two words. For example, if numbers 3 and 11 were rolled, the participants would link the words listening and complaint ...
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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.
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.