50 Activities for Achieving Excellent Customer Service

50 Activities for

Achieving Excellent

Customer Service

Darryl S. Doane

Rose D. Sloat

Authors & Editors

HRD Press ? Amherst ? Massachusetts

? 2003 by Darryl S. Doane and Rose D. Sloat

The materials that appear in this book, other than those quoted from prior sources, may be reproduced for

educational/training activities. There is no requirement to obtain special permission for such uses.

This permission statement is limited to reproduction of materials for educational or training events. Systematic

or large-scale reproduction or distribution��or inclusion of items in publications for sale��may be carried out

only with prior written permission from the publisher.

Published by HRD Press

22 Amherst Road

Amherst, MA 01002

800-822-2801 (U.S. and Canada)

413-253-3488

413-253-3490 (fax)



ISBN 0-87425-737-9

Composition by Anctil Virtual Office

Edited by Robie Grant and Sally Farnham

Cover design by Eileen Klockars

Dedication

To my wife, Anne, our children Diana Doane

and Adam and his wife, Lisa Doane

Darryl S. Doane

To my husband, Al, our children Julie Sloat

and Valerie and her husband, Jamie Garrett

Rose D. Sloat

Table of Contents

Introduction .........................................................................................................................................................

What This Resource Manual Will Provide for You ---------------------------------------------------------------------A New Revolution in Customer Service ----------------------------------------------------------------------------------A Memorable Experience ---------------------------------------------------------------------------------------------------The Seasoned Trainer --------------------------------------------------------------------------------------------------------The New or Occasional Trainer --------------------------------------------------------------------------------------------CD Documenter --------------------------------------------------------------------------------------------------------------EXCUSES, EXCUSES, EXCUSES ----------------------------------------------------------------------------------------

vii

vii

vii

viii

viii

ix

ix

ix

How to Use This Resource Manual ....................................................................................................................

xi

Acknowledgments ................................................................................................................................................ xiii

Areas of Concentration:

Part A. Service Attitude ...................................................................................................................................

1. Attitude Check ----------------------------------------------------------------------------------------------2. Whose Attitude ---------------------------------------------------------------------------------------------3. Both Sides of Change --------------------------------------------------------------------------------------Part B.

Customer Service Icebreakers ...........................................................................................................

4. Team Task ---------------------------------------------------------------------------------------------------5. Promoting Communications and Teamwork -----------------------------------------------------------6. Who Are You? ----------------------------------------------------------------------------------------------7. You��ve Got the Power --------------------------------------------------------------------------------------

1

3

5

7

9

11

13

15

19

Part C. Call Centers and the Telephone .........................................................................................................

8. Have You Ever Called You? ------------------------------------------------------------------------------9. The Power of Repetition -----------------------------------------------------------------------------------10. Calling Your Own Company -------------------------------------------------------------------------------11. Evaluating Self -----------------------------------------------------------------------------------------------

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23

25

27

29

Part D. Professionalism with No Excuses .......................................................................................................

12. Excuses, Excuses, Excuses --------------------------------------------------------------------------------13. Make It a Miracle -------------------------------------------------------------------------------------------14. Overcoming Obstacles -------------------------------------------------------------------------------------15. The Rules Have Changed Game -------------------------------------------------------------------------16. Defining Spectacular Service: How We Impact Our Customers Everyday -------------------------

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37

41

47

51

55

Part E.

Communication��Listening To Your Customers ............................................................................

17. Active vs. Passive Communication ----------------------------------------------------------------------18. Say What You Mean��Mean What You Say! ---------------------------------------------------------19. Name That Tune! How Moods Influence Customer Communication -------------------------------

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67

71

73

Part F.

Customer Treatment (Internal and External) ................................................................................. 77

20. The Grab Bag ------------------------------------------------------------------------------------------------ 79

21. When You Were a Customer ------------------------------------------------------------------------------ 81

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