101 Ways to Improve Customer Service: Training, Tools, Tips, by Lorraine L. Ukens

By Lorraine L. Ukens

One hundred and one how you can increase customer support offers a number of education and improvement interventions that may be positioned to take advantage of right away with frontline provider staff. Your customer support representatives at once impact the belief that buyers have of your services and products and finally your company.  it's important that your staff advance provider ideas to create a favorable photograph, converse successfully, and construct client rapport to help the underlying values and ideology of your company.

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Extra resources for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals)

Example text

1994). The skilled facilitator. San Francisco: Jossey-Bass. , & Yanovitch, T. (2003). Unleashing excellence: The complete guide to ultimate customer service. Sanford, FL: DC Press. Ury, W. (1993). ). New York: Bantam Books. , & Anderson, K. (2003). ). New York: AMACOM. , & Woods, J. A. ). (1999). Best practices in customer service. New York: AMACOM. qxd 12/28/06 1:45 PM Page 13 section ONE Awareness A wareness of the personal view he or she has of self, other people, and the environment creates a certain perspective that affects how a service representative performs a job, interacts with customers, and reacts to situations.

These individual perceptions are based on personal opinions and value systems, and they can influence interactions with others, whether consciously or unconsciously. In today’s global marketplace, service providers encounter a high degree of customer diversity. Customers are unique in their beliefs and feelings, and circumstances affect the meaning of how situations are perceived. In order to respond to diverse demands, service providers have to get to know their own customers and their specific needs.

Unleashing excellence: The complete guide to ultimate customer service. Sanford, FL: DC Press. Ury, W. (1993). ). New York: Bantam Books. , & Anderson, K. (2003). ). New York: AMACOM. , & Woods, J. A. ). (1999). Best practices in customer service. New York: AMACOM. qxd 12/28/06 1:45 PM Page 13 section ONE Awareness A wareness of the personal view he or she has of self, other people, and the environment creates a certain perspective that affects how a service representative performs a job, interacts with customers, and reacts to situations.

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101 Ways to Improve Customer Service: Training, Tools, Tips, by Lorraine L. Ukens
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