What will you find on pfeiffer.com?
by Ukens, Lorraine L., Team-ing with Success, Glen Arm, Maryland
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
- Copyright
- About This Book
- About Pfeiffer
- Introduction: Getting the Most from This Resource
- Topical Index of Interventions
- One. Awareness
- 1. Collection Inspection: Observation
- 2. Conjecture Lecture: First Impressions
- 3. Information, Please: Observation and Information Gathering
- 4. It’s a Jungle out There: Stereotyping
- 5. Just My Luck: Personal Perspective
- 6. Making Sense of It: Sensory Acuity
- 7. See Saw: Visual Perception
- 8. Stressing the Positive: Workplace Stressors
- 9. What Now?: Perceptual Expectations
- 10. On the Line: Credibility
- 11. Power Up: Assertiveness
- 12. Flex Your Mind: Mental Flexibility
- 13. Keep It Cool: Job Pressure
- 14. Stress Buster: Stress Reduction
- 15. Meltdown: Dealing with Anger
- 16. Plead Your Case: Influencing Change
- Two. Communication
- 17. Blueprints for Success: Verbal Instructions
- 18. From Me to You: Focus on Others
- 19. Negative Ten-dency: Word Usage
- 20. Poker Face: Nonverbal Communication
- 21. Say What You Mean: Concise Verbal Communication
- 22. Seeing Is Believing: Body Language and Culture
- 23. Summary Judgment: Listening
- 24. Tongue-Tying Twisters: Word Enunciation
- 25. Listen Closely: Responsive Listening
- 26. Mind the Message: Communication Processes
- 27. Probing Points: Questioning
- 28. Sound Advice: Voice Quality
- 29. Crossing the Border: International Communication
- 30. E-Service: Electronic Communication
- 31. Attention, Please: Keeping the Customer’s Attention
- 32. Return Policy: Feedback Guidelines
- 33. Six Degrees of Persuasion: Influencing Through Listening
- Three. Planning
- 34. Color Quest: Limited Resources
- 35. Commercial Appeal: Product or Service Offerings
- 36. Flow Motion: Work Process Improvement
- 37. Hardware: Classifying Resources
- 38. Heads and Tails: Optimizing Resources
- 39. Last Straw: Goal Setting and Resources
- 40. On Target: Goal Alignment
- 41. View from the Top: Personal Change Management
- 42. Desk Stress: Organization
- 43. Pass It On: Delegation
- 44. Flag It: File Management
- 45. Just the Fax: Fax Information File
- 46. Library Dues: Development Resources
- 47. Memory Ticklers: Information Recall
- 48. New Kids on the Block: Orientation
- 49. To Do or Not to Do: To-Do Lists
- 50. Setting the Bar: Service Standards
- 51. Tackling Time Wasters: Time Management
- Four. Problem Solving
- 52. Comic Relief: Analyzing Problem Situations
- 53. Dialing Dilemma: Telephone Logic Problem
- 54. It’s All in How You Look at It: Problem Interpretation
- 55. Medical Breakthrough: Logical Problem Analysis
- 56. Miss Interpretation: Problem Interpretation
- 57. Nominally Speaking: Nominal Group Technique
- 58. Role It Out: Situational Role Play
- 59. Sensible Solutions: Alternative Solutions
- 60. Breaking Barriers: Obstacles to Problem Solving
- 61. Creativity Quotient: Self-Assessment
- 62. A CAP-ital Idea: Creative Action Planning
- 63. Feelings Check-In: Conflict Reaction Assessment
- 64. Share to Be Aware: Interdepartmental Problem Solving
- 65. Crash Control: Conflict Management Styles
- 66. Fair Play: Win-Win Negotiation
- 67. Stage Right: Creative Process
- Five. Quality
- 68. Getting the Word Out: Quality Components
- 69. Inconvenience Store: Service Strategies
- 70. Like It or Not: Service Analogies
- 71. Making the Connection: Customer Expectations
- 72. Overcharged and Underrated: Exceeding Expectations
- 73. Picture Perfect: Communicating Quality
- 74. RATER of the Lost Art: Customer Perception of Quality
- 75. Right Approach: Service Attitude
- 76. Service Link: Creative Analysis of Service
- 77. Cream of the Crop: Quality Competencies
- 78. May I Help You?: Telephone Etiquette
- 79. Behind the Scenes: Support Role Recognition
- 80. Getting Down to Business: Customer Comment Cards
- 81. Hit the Heights: Customer Service Week
- 82. Knowledge Is Power: Technical Training
- 83. Concession Stand: Acknowledging Customer Concerns
- 84. Write On: Letters of Complaint
- Six. Teamwork
- 85. Candy Land: Group Decision Making
- 86. In and Out: Internal Customers
- 87. Mind the Details: Individual vs. Team Performance
- 88. On Course: Communication, Reliability, and Trust
- 89. Open Account: Team Environment
- 90. Port of Call: Partnering Strategies
- 91. Seeing STARS: Group Interdependence
- 92. To the Letter: Time-Constrained Team Performance
- 93. A Matter of Trust: Team Member Trust
- 94. Team Checkup: Group Effectiveness
- 95. Bank on It: Peer Recognition
- 96. Get on Board: Peer Feedback
- 97. Rely on Me: Team Trust
- 98. Rivalry or Revelry: Constructive Competition
- 99. Team Talent: Resource Directory
- 100. Confront with Care: Team Conflict Management
- 101. Opposition Position: Constructive Competition
- A. Internal Customer Service
- B. Call Centers
- C. Retail
- D. Sales
- About the Author
- How to Use the CD-ROM
- Pfeiffer Publications Guide
- What will you find on pfeiffer.com?
Appendix . What will you find on pfeiffer.com?
The best in workplace performance solutions for training and HR professionals
Downloadable training tools, exercises, and content
Web-exclusive offers
Training tips, articles, and news
Seamless on-line ordering
Author guidelines, information on becoming a Pfeiffer Affiliate, and much more
Discover more at www.pfeiffer.com
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