101 Ways to Improve Customer Service.PDF

Lorraine L. Ukens

to Improve

Customer Service

Training, Tools, Tips, and Techniques

John Wiley & Sons, Inc.

101 Ways

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 in-

ﬂuence 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 cat-

egories: 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 train-

ing handouts and tools that are fully reproducible.