By Performance Research Associates, Visit Amazon's Ann Thomas Page, search results, Learn about Author Central, Ann Thomas, , Jill Applegate
Present day shoppers wish provider that's swifter, greater, more cost-effective. yet how can firms make sure that they're ready to fulfill that problem? the precise addition to best-selling writer Ron Zemke's "Knock Your Socks Off Service[registered]" publication sequence, "101 actions for providing Knock Your Socks Off provider" presents readers with functional instruments to aid meet their consumers' wishes. This set of robust routines teaches customer support managers and staff helpful how you can support their businesses offer world-class carrier and is helping them create an motion plan for development. This identify is written within the similar available and funny variety that made this sequence a vintage. Divided into 20-30 minute actions, this useful consultant can assist all readers increase their carrier and wow their consumers.
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Extra info for 101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
You can learn much from others on ways to improve and leave your positive, lasting impression. PURPOSE: ✓ ✓ To observe how much other organizations pay attention to the Tangibles To apply these observations to Tangibles in your organization TIME: Two meetings—one 10 minutes, one 20 minutes; observation time varies DIRECTIONS: 1. Spend a few minutes discussing those businesses that your associates believe focus on the details of the Tangibles. Some examples of businesses that pay attention to details are Disney theme parks, Wegmans market, and Ritz-Carlton hotels.
46 ACTIVITY 15 Tangibles: Customer Feedback Tangibles are the physical facilities, equipment, and appearance of service personnel. Customers have a lot to say about the Tangibles they experience. Tangibles are just that—easy to see and easy to criticize. To ensure that your company’s Tangibles meet or exceed your customers’ expectations, ask for their input. PURPOSE: ✓ ✓ ✓ To learn more about customers’ perceptions of the Tangibles they experience To identify ways to improve these Tangibles based on customer input To build better relationships with your customers TIME: Two meetings—one 10-minutes, one 30-minutes; contact time during work days for one week DIRECTIONS: 1.
In my experience. . I’m not sure. . I know. . Gee, let me see. . 34 Section One • The Fundamentals of Knock Your Socks Off Service I think I need to transfer you. . I need to ask my supervisor. . I’d like to suggest. . Let me make sure I understand. . I can’t do that. Flash Card Categories (for Facilitators Only) Demonstrates Confidence or Competence I am confident that… I can… In my experience… I know… I’d like to suggest… Let me make sure I understand… I’m going to need to check on that… Does Not Demonstrate Confidence or Competence I hope… I might… I’m not sure… Gee, let me see… I think I need to transfer you...
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