101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

About This Book

Why is this topic important?

Keeping customers satisfied with the service they receive helps an organization build and foster a valuable reputation for dependability and quality performance. The results of service-based interactions directly influence the perception that the customer has of the product or service and the company itself. It is vital to help employees develop service strategies that create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of an organization.

What can you achieve with this book?

You can help make your company’s customer service sizzle with 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques. This book provides a variety of training and development interventions that can be used immediately with frontline service employees. It is intended to be a user-friendly guide to developing and sharpening the skills necessary to provide excellent care to customers, both inside and outside the organization.

How is this book organized?

This book contains 50 training activities, 14 tools, 23 tips, and 14 techniques that encompass 6 different categories: Awareness, Communication, Planning, Problem Solving, Quality, and Teamwork. A topical index aids in selecting appropriate interventions, and 4 appendixes list recommended interventions for the challenging environments of internal customers, call centers, retail, and sales. The book also contains a CD-ROM with training ...