Coverart for item
The Resource 50 activities for achieving excellent customer service, Darryl S. Doane, Rose D. Sloat, authors & editors, (electronic resource)

50 activities for achieving excellent customer service, Darryl S. Doane, Rose D. Sloat, authors & editors, (electronic resource)

Label
50 activities for achieving excellent customer service
Title
50 activities for achieving excellent customer service
Statement of responsibility
Darryl S. Doane, Rose D. Sloat, authors & editors
Title variation
Fifty activities for achieving excellent customer service
Creator
Contributor
Author
Editor
Subject
Language
eng
Summary
This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.; 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.; User friendly activi
Member of
http://library.link/vocab/creatorName
Doane, Darryl S
Dewey number
658.8/12
Illustrations
illustrations
Index
index present
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
Sloat, Rose D
Series statement
50 Activities
http://library.link/vocab/subjectName
  • Customer services
  • Executives
Label
50 activities for achieving excellent customer service, Darryl S. Doane, Rose D. Sloat, authors & editors, (electronic resource)
Instantiates
Publication
Note
Title from title screen
Bibliography note
Includes bibliographical references and index
Color
other
Contents
Cover -- TOC36;Table of Contents -- Introduction -- What This Resource Manual Will Provide for You -- A New Revolution in Customer Service -- A Memorable Experience -- The Seasoned Trainer -- The New or Occasional Trainer -- CD Documenter -- EXCUSES44; EXCUSES44; EXCUSES -- How to Use This Resource Manual -- Acknowledgments -- CH36;Part A46; Service Attitude -- 146; Attitude Check -- 246; Whose Attitude -- 346; Both Sides of Change -- CH36;Part B46; Customer Service Icebreakers -- 446; Team Task -- 546; Promoting Communications and Teamwork -- 646; Who Are You63; -- 746; Youve Got the Power -- CH36;Part C46; Call Centers and the Telephone -- 846; Have You Ever Called You63; -- 946; The Power of Repetition -- 1046; Calling Your Own Company -- 1146; Evaluating Self -- CH36;Part D46; Professionalism with No Excuses -- 1246; Excuses44; Excuses44; Excuses -- 1346; Make It a Miracle -- 1446; Overcoming Obstacles -- 1546; The Rules Have Changed Game -- 1646; Defining Spectacular Service58; How We Impact Our Customers Everyday -- CH36;Part E46; Communication8212;Listening To Your Customers -- 1746; Active vs46; Passive Communication -- 1846; Say What You Mean8212;Mean What You Say33; -- 1946; Name That Tune33; How Moods Influence Customer Communication -- CH36;Part F46; Customer Treatment 40;Internal and External41; -- 2046; The Grab Bag -- 2146; When You Were a Customer -- 2246; WACTEO -- 2346; The People in Your Office -- 2446; The Internal Customer -- 2546; The Golden Rule -- 2646; A Visit to the Zoo -- 2746; Team Circle8212;Together We Are One -- CH36;Part G46; Essential Tools for Success -- 2846; Check Out Your Work Environment -- 2946; Learn47;Teach47;Apply -- 3046; Unification -- 3146; Best Practices in Customer Service -- CH36;Part H46; Customers and the World Wide Web -- 3246; Think Before Clicking the Send Key -- 3346; Putting Your Company to the Test58; Being Your Own Customer -- CH36;Part I46; Asking for the Order -- 3446; Interdependence and Selling Up -- 3546; Achieving Closure -- CH36;Part J46; Fulfilling Needs47;Providing Solutions -- 3646; Reacting vs46; Responding -- 3746; Transformations and Their Impact58; A Reality Check -- 3846; Probing the Mind of the Customer -- 3946; Holding On -- 4046; Candid Customer -- 4146; Customers Perceptions58; How Their Expectations Are Created -- CH36;Part K46; Customer Service Assessments -- 4246; HRD Press -- 4346; What Do You Do63; The Gifts You Bring to the Workplace -- CH36;Part L46; Uncomfortable Situations -- 4446; Real World Customer Encounters -- 4546; Training Activity for Customer Treatment -- 4646; Losing Control -- 4746; Most Embarrassing Moment -- 4846; Your Customers Perception of Reality -- CH36;Part M46; Customer Service Stories -- 4946; Service in the News8212;Do Customers Have to Look the Part63; -- 5046; Eureka33; -- CH36;Bonus Section -- Being in the Real World8212;Collected Bits of Sage8221; Advice -- Appendix A58; CD Documenter Learning Tool -- Customer Service Documenter -- Appendix B58; Customer Service Reminders -- Author47;Editor Biographies -- Last Page
Control code
ocn243595504
Dimensions
unknown
Extent
1 online resource (272 pages)
Form of item
online
Isbn
9781599965086
Note
eBooks on EBSCOhost
Specific material designation
remote
System control number
(OCoLC)243595504
Label
50 activities for achieving excellent customer service, Darryl S. Doane, Rose D. Sloat, authors & editors, (electronic resource)
Publication
Note
Title from title screen
Bibliography note
Includes bibliographical references and index
Color
other
Contents
Cover -- TOC36;Table of Contents -- Introduction -- What This Resource Manual Will Provide for You -- A New Revolution in Customer Service -- A Memorable Experience -- The Seasoned Trainer -- The New or Occasional Trainer -- CD Documenter -- EXCUSES44; EXCUSES44; EXCUSES -- How to Use This Resource Manual -- Acknowledgments -- CH36;Part A46; Service Attitude -- 146; Attitude Check -- 246; Whose Attitude -- 346; Both Sides of Change -- CH36;Part B46; Customer Service Icebreakers -- 446; Team Task -- 546; Promoting Communications and Teamwork -- 646; Who Are You63; -- 746; Youve Got the Power -- CH36;Part C46; Call Centers and the Telephone -- 846; Have You Ever Called You63; -- 946; The Power of Repetition -- 1046; Calling Your Own Company -- 1146; Evaluating Self -- CH36;Part D46; Professionalism with No Excuses -- 1246; Excuses44; Excuses44; Excuses -- 1346; Make It a Miracle -- 1446; Overcoming Obstacles -- 1546; The Rules Have Changed Game -- 1646; Defining Spectacular Service58; How We Impact Our Customers Everyday -- CH36;Part E46; Communication8212;Listening To Your Customers -- 1746; Active vs46; Passive Communication -- 1846; Say What You Mean8212;Mean What You Say33; -- 1946; Name That Tune33; How Moods Influence Customer Communication -- CH36;Part F46; Customer Treatment 40;Internal and External41; -- 2046; The Grab Bag -- 2146; When You Were a Customer -- 2246; WACTEO -- 2346; The People in Your Office -- 2446; The Internal Customer -- 2546; The Golden Rule -- 2646; A Visit to the Zoo -- 2746; Team Circle8212;Together We Are One -- CH36;Part G46; Essential Tools for Success -- 2846; Check Out Your Work Environment -- 2946; Learn47;Teach47;Apply -- 3046; Unification -- 3146; Best Practices in Customer Service -- CH36;Part H46; Customers and the World Wide Web -- 3246; Think Before Clicking the Send Key -- 3346; Putting Your Company to the Test58; Being Your Own Customer -- CH36;Part I46; Asking for the Order -- 3446; Interdependence and Selling Up -- 3546; Achieving Closure -- CH36;Part J46; Fulfilling Needs47;Providing Solutions -- 3646; Reacting vs46; Responding -- 3746; Transformations and Their Impact58; A Reality Check -- 3846; Probing the Mind of the Customer -- 3946; Holding On -- 4046; Candid Customer -- 4146; Customers Perceptions58; How Their Expectations Are Created -- CH36;Part K46; Customer Service Assessments -- 4246; HRD Press -- 4346; What Do You Do63; The Gifts You Bring to the Workplace -- CH36;Part L46; Uncomfortable Situations -- 4446; Real World Customer Encounters -- 4546; Training Activity for Customer Treatment -- 4646; Losing Control -- 4746; Most Embarrassing Moment -- 4846; Your Customers Perception of Reality -- CH36;Part M46; Customer Service Stories -- 4946; Service in the News8212;Do Customers Have to Look the Part63; -- 5046; Eureka33; -- CH36;Bonus Section -- Being in the Real World8212;Collected Bits of Sage8221; Advice -- Appendix A58; CD Documenter Learning Tool -- Customer Service Documenter -- Appendix B58; Customer Service Reminders -- Author47;Editor Biographies -- Last Page
Control code
ocn243595504
Dimensions
unknown
Extent
1 online resource (272 pages)
Form of item
online
Isbn
9781599965086
Note
eBooks on EBSCOhost
Specific material designation
remote
System control number
(OCoLC)243595504

Library Locations

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