Download PDF by Performance Research Associates, Visit Amazon's Ann Thomas: 101 Activities for Delivering Knock Your Socks Off Service

By Performance Research Associates, Visit Amazon's Ann Thomas Page, search results, Learn about Author Central, Ann Thomas, , Jill Applegate

ISBN-10: 0814414443

ISBN-13: 9780814414446

ISBN-10: 0814414451

ISBN-13: 9780814414453

ISBN-10: 0814415881

ISBN-13: 9780814415887

Cutting-edge shoppers wish carrier that's quicker, larger, more cost-effective. yet how can agencies make sure that they're ready to satisfy that problem? the right addition to best-selling writer Ron Zemke's "Knock Your Socks Off Service[registered]" ebook sequence, "101 actions for supplying Knock Your Socks Off provider" presents readers with sensible instruments to aid meet their shoppers' wishes. This set of robust workouts teaches customer support managers and staff important how you can aid their corporations offer world-class provider and is helping them create an motion plan for development. This name is written within the similar obtainable and funny type that made this sequence a vintage. Divided into 20-30 minute actions, this beneficial consultant may help all readers increase their provider and wow their buyers.

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Extra info for 101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)

Sample text

I’d like to suggest. . Let me make sure I understand. . I can’t do that. Flash Card Categories (for Facilitators Only) Demonstrates Confidence or Competence I am confident that… I can… In my experience… I know… I’d like to suggest… Let me make sure I understand… I’m going to need to check on that… Does Not Demonstrate Confidence or Competence I hope… I might… I’m not sure… Gee, let me see… I think I need to transfer you... org/go/101ActDKYSOS I am going to need to check on that. . © 2009 AMACOM, a division of American Management Association.

PA R T A Use the following as resource material for developing the group discussion of kinds of promises. • Organizational promises are stated obligations that appear in many forms: advertising and marketing materials, warranties or guarantees, Web sites, contracts. ” • Customer-driven promises are implications that customer expectations will be met. These understandings impact how customers approach doing business with you, and can be based on their business history with your organization or on standard practice in the industry, or on general beliefs and assumptions.

Ask participants to discuss what gets in the way of their doing the above (#7) and what can be done to change that situation. ) Be sure to end on a positive note! org/go/101ActDKYSOS © 2009 AMACOM, a division of American Management Association. Businesses that deliver consistently reliable service Why you do business with them Businesses whose service quality is erratic or unreliable Why you do or do not do business with them 23 ACTIVITY 8 Reliability: Promises, Promises Reliability is doing what is promised dependably and accurately.

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101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) by Performance Research Associates, Visit Amazon's Ann Thomas Page, search results, Learn about Author Central, Ann Thomas, , Jill Applegate


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