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Full Description
In today's competitive marketplace, the most successful businesses are those with superior customer service, and Garry Lennon's practical manual aims to help you gain this competitive edge. A key feature of the manual is its recognition that successful customer service strategies need to be reflected across the business. They need to teach, consolidate and reinforce the right service behaviours on the job - whether in the backroom, boardroom or call centre. An extensive array of activities covers areas ranging from diagnosing your service levels and appraising customer service, to honing your staff's skills in listening and communicating under pressure. Activities teach your staff vital assertiveness and stress-management skills, thus giving them useful coping strategies for their place in the frontline. The training activities are supported by: guidelines on how and when to use them effectively; useful material for handouts; and advice about session debriefings and follow-up activities. Use the flexible structure of these training activities to help your people translate their customer service tools into committed repeat customers.
Contents
PrefaceAcknowledgmentsAbout the authorIntroductionSection 1 Devising strategic approaches to customer serviceSection 2 What makes a customer service professional?Section 3 Developing personal and strategic customer services skillsConclusion
