By Lorraine L. Ukens
One hundred and one how one can enhance customer support presents quite a few education and improvement interventions that may be positioned to exploit instantaneously with frontline carrier staff. Your customer support representatives at once impact the notion that buyers have of your services and products and finally your company.В it is crucial that your staff improve carrier options to create a good picture, speak successfully, and construct shopper rapport to help the underlying values and ideology of your company.
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Additional resources for 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
2. Introduce the session by asking participants why they think it is important for service providers to be able to make accurate observations. After obtaining several responses, tell the participants that they will now have the opportunity to test their own observational skills. 3. Form subgroups of three to five persons each. 4. Distribute one container to each subgroup and one sheet of blank paper and a pencil to each participant. 5. Tell the subgroups that when you signal, they are to remove the lids from their containers and visually observe the contents for 10 seconds without speaking.
Qxd 12/28/06 10:34 AM Page 21 training 3 Information,Please Alternates Observation and Information Gathering eatures: Goal Goal: To refine the skills of observation and information gathering. Participants will identify a preselected picture based on information provided by the facilitator. qxd 12/28/06 10:34 AM Page 22 22 101 Ways to Improve Customer Service PROCESS 1. Prior to the session, select ten to twelve large pictures that are similar in content (for example, landscape, house, room interior, individual, group of people) but that have some evident differences, and mount them on card stock.
Qxd 12/28/06 10:44 AM Page 33 training 6 Making Sense of It Alternates Sensory Acuity eatures: Goal Goal: To increase awareness of subtle physical cues through heightened sensory acuity. Participants will make observations of bodily reactions based on true or false responses to questions. qxd 12/28/06 10:44 AM Page 34 34 101 Ways to Improve Customer Service PROCESS 1. Introduce the session by stating that sensory acuity can increase awareness of the subtle nuances in physical reactions that occur as we interact with others.
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques by Lorraine L. Ukens