The Customer Service Training Tool Kit (Hardcover)

Activity 1: Why Should I Give Super Service?

Activity 2: Moments of Truth.

Activity 3: How to Revitalize My Energy.

Activity 4: Super Service Self-Assessment.

Activity 5: How Do I Feel About My Customers?

Activity 6: Identifying External and Internal Customers.

Activity 7: Serving Your Best When Feeling Your Worst.

Activity 8: How to Show a Desire to Serve.

Activity 9: Who Teaches Me Super Service?

Activity 10: Affirmations.

Activity 11: How to Take Responsibility

Activity 12: Clear a Space in My Life.

Activity 13: How to Walk My Talk.

Activity 14: The Right Attitude.

Activity 15: Preparing for a Customer Interaction.

Activity 16: Maintaining a Positive Frame of Mind.

Activity 17: Understand the Customer's Needs.

Activity 18: How to Listen with an Open Mind.

Activity 19: Visualization Technique.

Activity 20: How to Use Open and Closed Questions.

Activity 21: Verify and Clarify Needs.

Activity 22: Barriers That Inhibit Problem Solving.

Activity 23: Honesty as a Tool.

Activity 24: Work Together.

Activity 25: How to Give Information.

Activity 26: Product Profile From a Customer Perspective.

Activity 27: How to Give Unwelcome Information.

Activity 28: Acknowledge the Customer's Feelings.

Activity 29: When to Call In the Manager.

Activity 30: Reach Agreement.

Activity 31: Win-Win Solutions.

Activity 32: Build on the Customer's Proposal.

Activity 33: Being Creative.

Activity 34: Tactfully Redirect.

Activity 35: How Not to Give Away the Shop.

Activity 36: Check Understanding.

Activity 37: Standard Operating Procedure.

Activity 38: Manage Expectations.

Activity 39: Helping Customers Be Profitable.

Activity 40: Putting Yourself Into It.

Activity 41: Take Action.

Activity 42: Behavior Is What Customers Remember.

Activity 43: When the Company Is Used as an Excuse for Bad Action.

Activity 44: Build on Satisfaction.

Activity 45: Who Benefits?

Activity 46: Be Helpful.

Activity 47: On the Front Line.

Activity 48: Promises, Promises.

Activity 49: How to Handle an Unhappy Customer.

Activity 50: How to Defuse Unhappy Customers.

Activity 51: Venting.

Activity 52: Ways to Overcome Barriers.

Activity 53: The Irate Customer.

Activity 54: Selling Skills.

Activity 55: Energy for Selling.

Activity 56: The Telephone.

Activity 57: How to Transfer a Call.

Activity 58: How to Take an Accurate Message.

Activity 59: Using the Phone with a Computer.

Acitivit 60: How to Avoid Stress and Burnout.