改进客户服务的101种方法：培训、工具、诀窍与技巧 101 Ways to Improve Customer Service
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作者： Lorraine L. Ukens 著
出 版 社：
出版时间： 2007-7-1字数：版次： 1页数： 366印刷时间： 2007/02/01开本：印次：纸张： 胶版纸I S B N ： 9780787982003包装： 平装内容简介
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.
作者简介
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.
目录
Contents for the CD-ROM
Introduction: Getting the Most from This Resource
Topical Index of Interventions
Section ONE: Awareness
Training 1: Collection Inspection:Observation
Training 2: Conjecture Lecture: First Impressions
Training 3: Information, Please:Observation and Information Gathering
Training 4: It’s a Jungle out There: Stereotyping
Training 5: Just My Luck: Personal Perspective
Training 6: Making Sense of It: Sensory Acuity
Training 7: See Saw:Visual Perception
Training 8: Stressing the Positive:Workplace Stressors
Training 9: What Now? Perceptual Expectations
Tool 10: On the Line: Credibility
Tool 11: Power Up: Assertiveness
Tip 12: Flex Your Mind:Mental Flexibility
Tip 13: Keep It Cool: Job Pressure
Tip 14: Stress Buster: Stress Reduction
Technique 15: Meltdown:Dealing with Anger
Technique 16: Plead Your Case: Influencing Change
Section TWO: Communication
Training 17: Blueprints for Success:Verbal Instructions
Training 18: From Me to You: Focus on Others
Training 19: Negative Ten-dency:Word Usage
Training 20: Poker Face:Nonverbal Communication
Training 21: Say What You Mean: Concise Verbal Communication
Training 22: Seeing Is Believing: Body Language and Culture
Training 23: Summary Judgment: Listening
Training 24: Tongue-Tying Twisters:Word Enunciation
Tool 25: Listen Closely: Responsive Listening
Tool 26: Mind the Message: Communication Processes
Tool 27: Probing Points:Questioning
Tool 28: Sound Advice:Voice Quality
Tip 29: Crossing the Border: International Communication
Tip 30: E-Service: Electronic Communication
Technique 31: Attention, Please: Keeping the Customer’s Attention
Technique 32: Return Policy: Feedback Guidelines
Technique 33: Six Degrees of Persuasion: Influencing Through Listening
Section THREE: Planning
Training 34: Color Quest: Limited Resources
Training 35: Commercial Appeal: Product or Service Offerings
Training 36: Flow Motion:Work Process Improvement
Training 37: Hardware: Classifying Resources
Training 38: Heads and Tails: Optimizing Resources
Training 39: Last Straw: Goal Setting and Resources
Training 40: On Target: Goal Alignment
Training 41: View from the Top: Personal Change Management
Tool 42: Desk Stress: Organization
Tool 43: Pass It On:Delegation
Tip 44: Flag It: File Management
Tip 45: Just the Fax: Fax Information File
Tip 46: Library Dues:Development Resources
Tip 47: Memory Ticklers: Information Recall
Tip 48: New Kids on the Block: Orientation
Tip 49: To Do or Not to Do:To-Do Lists
Technique 50: Setting the Bar: Service Standards
Technique 51: Tackling Time Wasters:Time Management
Section FOUR: Problem Solving
Training 52: Comic Relief: Analyzing Problem Situations
Training 53: Dialing Dilemma:Telephone Logic Problem
Training 54: It’s All in How You Look at It: Problem Interpretation
Training 55: Medical Breakthrough: Logical Problem Analysis
Training 56: Miss Interpretation: Problem Interpretation
Training 57: Nominally Speaking:Nominal Group Technique
Training 58: Role It Out: Situational Role Play
Training 59: Sensible Solutions: Alternative Solutions
Tool 60: Breaking Barriers:Obstacles to Problem Solving
Tool 61: Creativity Quotient: Self-Assessment
Tip 62: A CAP-ital Idea: Creative Action Planning
Tip 63: Feelings Check-In: Conflict Reaction Assessment
Tip 64: Share to Be Aware: Interdepartmental Problem Solving
Technique 65: Crash Control: Conflict Management Styles
Technique 66: Fair Play:Win-Win Negotiation
Technique 67: Stage Right: Creative Process
Section FIVE: Quality
Training 68: Getting the Word Out:Quality Components
Training 69: Inconvenience Store: Service Strategies
Training 70: Like It or Not: Service Analogies
Training 71: Making the Connection: Customer Expectations
Training 72: Overcharged and Underrated: Exceeding Expectations
Training 73: Picture Perfect: Communicating Quality
Training 74: RATER of the Lost Art: Customer Perception of Quality
Training 75: Right Approach: Service Attitude
Training 76: Service Link: Creative Analysis of Service
Tool 77: Cream of the Crop:Quality Competencies
Tool 78: May I Help You? Telephone Etiquette
Tip 79: Behind the Scenes: Support Role Recognition
Tip 80: Getting Down to Business: Customer Comment Cards
Tip 81: Hit the Heights: Customer Service Week
Tip 82: Knowledge Is Power:Technical Training
Technique 83: Concession Stand: Acknowledging Customer Concerns
Technique 84: Write On: Letters of Complaint
Section SIX: Teamwork
Training 85: Candy Land: Group Decision Making
Training 86: In and Out: Internal Customers
Training 87: Mind the Details: Individual vs.Team Performance
Training 88: On Course: Communication, Reliability, and Trust
Training 89: Open Account:Team Environment
Training 90: Port of Call: Partnering Strategies
Training 91: Seeing STARS: Group Interdependence
Training 92: To the Letter:Time-Constrained Team Performance
Tool 93: A Matter of Trust:Team Member Trust
Tool 94: Team Checkup: Group Effectiveness
Tip 95: Bank on It: Peer Recognition
Tip 96: Get on Board: Peer Feedback
Tip 97: Rely on Me:Team Trust
Tip 98: Rivalry or Revelry: Constructive Competition
Tip 99: Team Talent: Resource Directory
Technique 100: Confront with Care:Team Conflict Management
Technique 101: Opposition Position: Constructive Competition
Appendix A: Internal Customer Service
Appendix B: Call Centers
Appendix C: Retail
Appendix D: Sales
About the Author
How to Use the CD-ROM
