Read e-book online 101 Activities for Delivering Knock Your Socks Off Service PDF

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

Latest shoppers wish provider that's swifter, larger, more affordable. yet how can firms make sure that they're ready to satisfy that problem? the ideal addition to best-selling writer Ron Zemke's "Knock Your Socks Off Service[registered]" ebook sequence, "101 actions for offering Knock Your Socks Off carrier" offers readers with useful instruments to assist meet their shoppers' wishes. This set of robust workouts teaches customer support managers and staff worthy how one can aid their corporations supply world-class provider and is helping them create an motion plan for development. This identify is written within the similar obtainable and funny variety that made this sequence a vintage. Divided into 20-30 minute actions, this worthy advisor may also help all readers enhance their provider and wow their shoppers.

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Read or Download 101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) PDF

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Additional resources for 101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)

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Remind them of the need to focus on the skills that demonstrate Assurance. 5. At the follow-up meeting, have the participants share their observations, both positive and negative. Keep a list of both on separate charts. 6. Review the list of negative points and remind everyone that these behaviors are what they should avoid! 7. Review the list of positive points and ask the group how these skills or attributes can be incorporated into the work they do. Ask each person to commit to making one change in behavior and adding one skill to their knowledge base.

For our internal customers, what do they experience upon first entering our department or area? 5. Ask participants how these obvious Tangibles might be changed to bring about the perception you want customers to have about the company or department. 44 Section One • The Fundamentals of Knock Your Socks Off Service Field Trip Log Positive Impressions? Negative Impressions? What Do Customers See? What Do You Want Them to See? org/go/101ActDKYSOS Exterior of building © 2009 AMACOM, a division of American Management Association.

4. While participants are working, post five chart pads for recording purposes. Mark each with a heading for one of the five senses (parallel to the columns on their paper). 45 Section One • The Fundamentals of Knock Your Socks Off Service 5. Working with one category at a time, ask participants to identify and categorize all the Tangibles. 6. Lead a discussion with the participants, using the following questions: • • Which of these Tangibles are completely within your control? How likely is it that this Tangible impacts the customer (remember both internal and external customers) and to what degree?

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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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