101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
Author(s): Lorraine L. Ukens (Author)
Publisher: Pfeiffer
Publication Date: February 16, 2007
Language: English
Print length: 400 pages
ISBN-10: 0787982008
ISBN-13: 9780787982003
Book Description
101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Editorial Reviews
Review
“Perception is everything when it comes to the success of an organization. Finally, a book that outlines the art of frontline success and the positive domino-effect it produces when the customer is satisfied.” —Eric Seaborg, president, Aspect Associates, LLC
“A collage of brilliantly simple and useful advice! These are real lessons in the fundamentals of customer service that everyone talks about, but few practice.” —Stacy Gasper, sales representative, Kansas Pathology Consultants
From the Back Cover
101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Best-selling author Lorraine Ukens offers a hands-on resource for training professionals that is filled with practical and innovative training ideas for improving customer service, including dozens of training activities, tools, tips, and techniques that encompass the six most important aspects of customer service: awareness, communication, planning, problem solving, quality, and teamwork. The book also includes a CD-ROM with fully reproducible handouts and training tools.
101 Ways to Improve Customer Service is a user-friendly guide for developing and sharpening the skills that are most needed for giving excellent care to customers, both inside and outside your organization.
Praise for 101 Ways to Improve Customer Service
“Perception is everything when it comes to the success of an organization. Finally, a book that outlines the art of frontline success and the positive domino-effect it produces when the customer is satisfied.” —Eric Seaborg, president, Aspect Associates, LLC
“A collage of brilliantly simple and useful advice! These are real lessons in the fundamentals of customer service that everyone talks about, but few practice.” —Stacy Gasper, sales representative, Kansas Pathology Consultants
About the Author
Lorraine L. Ukens is the owner of Team-ing with Success, a consulting and training enterprise specializing in team building and leadership development. Her wide range of business experience, spanning more than twenty-five years, is applied in designing, facilitating, and evaluating programs in a variety of human resource development areas. Ukens is the author of more than ten books including the best-selling simulation, Lost in the Amazon and her most recent collection of activities, The New Encyclopedia of Group Activities, both from Pfeiffer. She received her M.S. degree from Towson University where she taught as an adjunct faculty member from 1997 until 2005.
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