25 Reproducible Activities for Customer Service Excellence

Peter Garber

Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. 
There’s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve—excellent service.

Every topic critical to customer service is addressed in five convenient parts:  

• Communication
• Phone Power
• Customer Service Skills
• Customer Service Strategies
• Achieving Results

The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15–30 minutes.

Areas covered include:

• the customer’s first impression
• customer paradigms
• listening to the customer
• finding out who the customer really is
• how rumors get started and spread
• the importance of telephone greeting messages
• dealing with telephone tag
• telephone communications
• understanding what the customer really wants
• characteristics of successful customer service
• customer service diseases
• developing your personal improvement plan
• personalities of potential buyers
• types of customers
• customer complaints
• tips for selling your product or service
• positive and negative words
• winning and losing the customer
• logic vs emotion in selling

Code…25CS / $99.95