SkillBuilders: 50 Customer Service Activities [Ring-bound]

Lorraine L. Ukens (Author)

Book Description

Publication Date: January 1, 1998

The activities in this collection stimulate discussion and learning by actively involving all participants. Quick and to the point, the SkillBuilders activities help participants to develop the skills necessary to providing quality service.

The activities cover eight critical customer service-related skill areas:

• Change

• Negotiation

• Communication

• Perception

• Data Usage

• Problem Solving

• Excellence

• Teamwork

SkillBuilders: 50 Customer Service Activities includes:

• Reproducible participant handouts

• Detailed preparation, administration, and debriefing information

• Easy-to-follow facilitator guidelines

• Handy reference table for pinpointing the best activities for your training needs.

Designed to strengthen the capabilities and effectiveness of your customer service representatives, Skillbuilders: 50 Customer Service Activities will be a valuable addition to your training library.

Editorial Reviews

From the Author

The push for service excellence is a common theme in organizational life today. We all know that keeping customers satisfied is what helps our organizations build and foster valuable reputations for dependability and quality. We also know that the customers’ perception of service is fundamental to their degree of satisfaction. The practical meaning of good customer service extends far beyond technical excellence.

Providing quality service requires the ability to remain flexible and respond to the changing conditions and needs of the customer. Service representatives must have a combination of good interpersonal skills, competent knowledge of the products and services, and proficient problem-solving abilities. Understanding customer expectations and the basic components of customer service helps service providers to build these appropriate skills. Therefore, training and skill development play a critical role in any successful service improvement effort.

The activities presented in this binder can enhance your customer service-training program in an innovative and enjoyable way. They are intended to stimulate discussion and learning by actively engaging all participants. Because participants draw on their own experiences, these hands-on activities help illustrate, emphasize, or summarize points in a very effective way.

In general, each activity provides training in several different customer service skills. The activities are intended to pave the way for the main subject area, or they may become the foundation on which to build the desired concepts. The activities cover eight different applications relative to quality customer service skills.

Product Details

• Ring-bound: 243 pages
• Publisher: HRDQ (January 1, 1998)
• ISBN-10: 0925652199
• ISBN-13: 978-0925652195
• Product Dimensions: 11.5 x 10.5 x 1.9 inches
• Shipping Weight: 3.4 pounds
• Amazon Best Sellers Rank: #8,904,018 in Books (See Top 100 in Books)