Download 101 Ways to Improve Customer Service: Training, Tools, Tips, by Lorraine L. Ukens PDF

By Lorraine L. Ukens

One zero one how you can increase customer support presents a number of education and improvement interventions that may be positioned to take advantage of immediately with frontline carrier staff. Your customer support representatives without delay impact the conception that consumers have of your services and products and finally your company.В  it can be crucial that your staff increase carrier concepts to create a favorable picture, speak successfully, and construct patron rapport to aid the underlying values and ideology of your company.

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Remember, however, that the activity is the vehicle for the learning process that occurs during the debriefing, so be careful to find a comfortable balance of play and discussion, not sacrificing one segment for the other. Facilitator’s Role The facilitator’s role is to help participants make the connection between the training experience and the intent of the learning. There needs to be a good match between the metaphors of the event and real-life issues. The activity itself must be set up, run, and processed with a link to the real world.

A perceptual set is a person’s tendency to see things in a certain way, do things a certain way, and stick to the familiar because it’s more comfortable than changing. Service providers need to be aware of their own perceptual sets as well as those of coworkers and customers. This will help them accept other points of view and overcome assumptions that influence decisions. Service providers’ mind-sets play another critical role in customer service in that they affect customer expectations. If employees can see things the way customers see them, they have a chance to make inroads in helping customers change their mind-sets.

A general guideline to follow is that the larger the group, the longer the time required. It may be necessary to adjust a specific activity to meet personal conditions by reducing or extending the amount of “play” during a timed activity or the discussion period (or both). Remember, however, that the activity is the vehicle for the learning process that occurs during the debriefing, so be careful to find a comfortable balance of play and discussion, not sacrificing one segment for the other. Facilitator’s Role The facilitator’s role is to help participants make the connection between the training experience and the intent of the learning.

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