The Customer Service Training Tool Kit

Provides a motivational training activities kit designed to deliver a state-of-the-art customer service training program in a fraction of the time it would take to develop a program from scratch. DLC: Customer services--U.S.

Why Should I Give Super Service?

1

(3)

Moments of Truth

4

(12)

How to Revitalize My Energy

16

(4)

Super Service Self-Assesment

20

(5)

How Do I Feel About My Customers?

25

(5)

Identifying External and Internal Customers

30

(7)

Serving Your Best When Feeling Your Worst

37

(5)

How to Show a Desire to Serve

42

(5)

Who Teaches Me Super Service?

47

(5)

Affirmations

52

(5)

How to Take Responsibility

57

(8)

Clear a Space in My Life

65

(5)

How to Walk My Talk

70

(8)

The Right Attitude

78

(9)

Preparing for a Customer Interaction

87

(5)

Maintaining a Positive Frame of Mind

92

(12)

Understand the Customer's Needs

104

(7)

How to Listen with an Open Mind

111

(5)

Visualization Technique: Talking with Customers

116

(4)

How to Use Open and Closed Questions

120

(10)

Verify and Clarify Needs

130

(9)

Barriers That Inhibit Problem Solving

139

(10)

Honesty as a Tool

149

(6)

Work Together

155

(6)

How to Give Information

161

(7)

Product Profile form a Customer Perspective

168

(6)

How to Give Unwelcome Information

174

(10)

Acknowledge the Customer's Feelings

184

(4)

When to Call In the Manager

188

(5)

Reach Agreement

193

(6)

Win-Win Solutions

199

(7)

Build on the Customer's Proposal

206

(4)

Being Creative

210

(5)

Tactfully Redirect

215

(4)

How Not to Give Away the Shop

219

(8)

Check Understanding

227

(9)

Standard Operating Procedure

236

(5)

Manage Expectations

241

(3)

Helping Customers Be Profitable

244

(5)

Putting Yourself into It

249

(5)

Take Action

254

(9)

Behavior Is What Customers Remember

263

(6)

When the Company Is Used as an Excuse for Bad Action

269

(6)

Build on Satisfaction

275

(5)

Who Benefits?

280

(4)

Be Helpful

284

(3)

On the Front Line

287

(6)

Promises, Promises

293

(6)

How to Handle an Unhappy Customer

299

(5)

How to Defuse Unhappy Customers

304

(4)

Venting

308

(7)

Ways to Overcome Barriers

315

(2)

The Irate Customer

317

(4)

Selling Skills

321

(7)

Energy for Selling

328

(10)

The Telephone

338

(8)

How to Transfer a Call

346

(4)

How to Take an Accurate Message

350

(5)

Using the Phone with a Computer

355

(5)

How to Avoid Stress and Burnout

360

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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The Customer Service Training Tool Kit

Summary

Table of Contents

Supplemental Materials