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Becoming a Customer Service Star | | Executives, managers, and employees all have different, pre-conceived ideas of what constitutes great customer service. And since each person, with his or her personal values and ideas, impacts the customer, the need to change behaviors associated with customer service must begin with the individual. |
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Interactive Interviewing | When your job demands that you split your concentration between inputting information accurately into a computer while interacting with a real, live person who deserves your full attention, what do you do? |
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Internal Customer Service Assessment | | The assessment helps participants to improve service in: Customer Knowledge; Customer Involvement; Two-Way Communication; Responsiveness; Competitive Edge; and Relationship Management. |
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Knock Your Socks Off | Based on best-selling author Ron Zemke’s Knock Your Socks Off Service® book series, this set of powerful training tools provides customer service managers and employees with valuable insight into their organization''''s ability to deliver world-class service — and helps them create an action plan for improvement.
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Learning Points - Call Center Excellence | With Learning Points: 80 Activities and Actions for Call Center Service Excellence, you can prepare your employees to successfully meet the requirements of all the customers who call into your center. |
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Learning Points - Customer Service Excellence w/CD | With Learning Points: 100 Activities and Actions for Customer Service Excellence, you can be sure your employees know exactly what they need to do in any situation to provide the quality of service your company expects and your customers deserve. |
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Positude Situation Cards | | Four (4) Decks of Cards with situations pertaining to Customer Service, Sales, Management & Supervisory, and Time Management for teams to discuss and resolve. |
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The Call Centre Customer Care Pocketbook | | Internet transactions offer customers convenience but remote trading has its price: customers feel much less loyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customer service. |
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The Customer Service Pocketbook | | A major update of The Customer Service Pocketbook has taken place, involving extensive re-writing and the inclusion of new graphics throughout, resulting in publication of this, the 2nd edition. |
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The Managing Customer Service Pocketbook | | For leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer loyalty. For example, one study shows that a mere 5% increase in customer loyalty can boost profitability by up to 85%. |
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What Customers Really Want | What is extraordinary customer service? We have all experienced it and, most likely remembered it. In this course participants will explore the concepts and benefits of superb customer service. |
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