In today's competitive marketplace, the most successful businesses are those with superior customer service, and Garry Lennon's practical manual aims to help you gain this competitive edge. A key feature of the manual is its recognition that successful customer service strategies need to be reflected across the business. They need to teach, consolidate and reinforce the right service behaviours on the job - whether in the backroom, boardroom or call centre. An extensive array of activities covers areas ranging from diagnosing your service levels and appraising customer service, to honing your staff's skills in listening and communicating under pressure. Activities teach your staff vital assertiveness and stress-management skills, thus giving them useful coping strategies for their place in the frontline. The training activities are supported by: guidelines on how and when to use them effectively; useful material for handouts; and advice about session debriefings and follow-up activities. Use the flexible structure of these training activities to help your people translate their customer service tools into committed repeat customers.
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Garry Lennon is the author of High Powered Sales Training Activities and is a sales and customer service training consultant with more than 20 years' experience working with such companies as Sara Lee, Northern Telecom, and AT&T.
"About this title" may belong to another edition of this title.
Book Description Business & Professional Publishing, 2001. Paperback. Book Condition: New. Bookseller Inventory # DADAX1875889418
Book Description Business & Professional Publishing, 2001. Paperback. Book Condition: New. New item. Bookseller Inventory # QX-104-81-6042816
Book Description Business & Professional Publishing, 2001. Paperback. Book Condition: New. book. Bookseller Inventory # 1875889418