March 2005
Intermediate to advanced
163 pages
1h 51m
English
Content preview from 25 Reproducible Activities for Customer Service Excellence
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13
Customer Reflections
PURPOSE
To introduce a customer service skills technique called reflections that allows
participants to better understand what the customer really wants.
DESCRIPTION
The concept and skill of using reflective communications with the customer is
presented. Participants will practice this technique and learn how to use this concept to
help not only themselves, but the customer better understand what he or she really
wants concerning customer service.
TIME
30 minutes
RESOURCES
Handout 13.1
PRESENTATION
1. Introduce the activity by asking participants if they have ever worked with a
customer who didn’t understand ...
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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.