Items related to The Customer Service Intervention: Bottom-line Tactics...
Synopsis
Are you struggling everyday to turn front-line people into great service teams? Do you feel a sense of urgency about improving customer service? It's time for an intervention. The Customer Service Intervention offers a practical step-by-step program that will teach you how to quickley assess the effectiveness of your staff...launch an intervention to keep your staff service savvy...and seize opportunities everyday to improve the quality of every customer interaction. Are you willing to stop and evaluate yourself, your team and each team member? Make personnel changes and adjust future hiring criteria? Spend substancial amounts of time training? Then this powerful, results-oriented guide is for you. Learn what to do to improve front-line performance-and how to do it. The book is organized into two sections: .The Big Picture tells you what to do. It offers the tactics, best practices and techniques you'll need for your intervention .Customer Service Intervention: The Program shows you how to do it through scripts, exercises, activities, tools and implementation ideas. Learn how to : Prepare for and launch an inital training program in customer service, engage your team in creating customer service information tools, and keep your team buzzing about customer service during routine meetings with quick, hard-hitting "half-hour courses".
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About the Author
Bruce Tulgan is an adviser to business leaders all over the world and a sought-after speaker, consultant, and management trainer. He is the founder of RainmakerThinking, Inc., a management training firm based in New Haven, CT. Bruce is the author or coauthor of fifteen different books, including Winning the Talent Wars (W.W. Norton, 2001) and Managing Generation X (W.W. Norton, 2000; 1995), as well as numerous Manager's Pocket Guides(r) published by HRD Press. His work has been the subject of thousands of news stories around the world and he has written for The New York Times, USA Today, and Harvard Business Review. Bruce also holds a fourth degree black belt in Karate.
"About this title" may belong to another edition of this title.
- PublisherHRD Press, Inc.
- Publication date2003
- ISBN 10 0874257433
- ISBN 13 9780874257434
- BindingPaperback
- Number of pages187
- EditorMary George
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Softcover. Condition: Good. Are you struggling everyday to turn front-line people into great service teams? Do you feel a sense of urgency about improving customer service? It's time for an intervention. The Customer Service Intervention offers a practical step-by-step program that will teach you how to quickley assess the effectiveness of your staff.launch an intervention to keep your staff service savvy.and seize opportunities everyday to improve the quality of every customer interaction. Are you willing to stop and evaluate yourself, your team and each team member? Make personnel changes and adjust future hiring criteria? Spend substancial amounts of time training? Then this powerful, results-oriented guide is for you. Learn what to do to improve front-line performance-and how to do it. The book is organized into two sections: .The Big Picture tells you what to do. It offers the tactics, best practices and techniques you'll need for your intervention .Customer Service Intervention: The Program shows you how to do it through scripts, exercises, activities, tools and implementation ideas. Learn how to : Prepare for and launch an inital training program in customer service, engage your team in creating customer service information tools, and keep your team buzzing about customer service during routine meetings with quick, hard-hitting "half-hour courses". Seller Inventory # SONG0874257433
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The Customer Service Intervention: Bottom-line Tactics for Front-line Managers
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Softcover. Condition: Good. Are you struggling everyday to turn front-line people into great service teams? Do you feel a sense of urgency about improving customer service? It\'s time for an intervention. The Customer Service Intervention offers a practical step-by-step program that will teach you how to quickley assess the effectiveness of your staff.launch an intervention to keep your staff service savvy.and seize opportunities everyday to improve the quality of every customer interaction. Are you willing to stop and evaluate yourself, your team and each team member? Make personnel changes and adjust future hiring criteria? Spend substancial amounts of time training? Then this powerful, results-oriented guide is for you. Learn what to do to improve front-line performance-and how to do it. The book is organized into two sections: .The Big Picture tells you what to do. It offers the tactics, best practices and techniques you\'ll need for your intervention .Customer Service Intervention: The Program shows you how to do it through scripts, exercises, activities, tools and implementation ideas. Learn how to : Prepare for and launch an inital training program in customer service, engage your team in creating customer service information tools, and keep your team buzzing about customer service during routine meetings with quick, hard-hitting \"half-hour courses\". Seller Inventory # AMPLE0874257433
Quantity: 1 available