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. 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.
Intro Table of Contents Prologue Introduction Part 1 Personal Assessment 1 Human Resources Inventory 2 Leadership Motivation Inventory 3 Values Imprint Survey 4 Quality of Life Index 5 Relocation Preparation Index 6 Change Inventory for Leaders 7 Force Field Analysis Inventory Part 2 Team Assessment 8 Group Maturity Analysis 9 Individual Behavior Analysis 10 Team Performance Survey 11 Team Synergy Analysis Inventory Part 3 New Management Concepts for Supervisors 12 High Performance Management Inventory (HPMI) 13 Management Communications Inventory 14 Managing People Skills Inventory 15 Intercultural Relations Inventory (IRI) 16 Inventory of Transformational Management Skills Part 4 Organizational Assessment 17 Organizational Culture Survey 18 Organization Communication Analysis 19 Organizational Roles and Relationships Inventory 20 Organizational Meeting Management Planning Inventory Epilogue.
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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Print version: Harris, Phillip R. 20 Reproducible Assessment Instruments