Publisher's Synopsis
There are four essentials to improving customer service skills and delivery. Any techniques that the trainer or line manager uses need to be: - - ò relevant - ò engaging - ò quick - ò focused on helping service staff to find their own solutions. - - This collection of games and exercises includes tools, brainstorms, questionnaires, practice sessions, competitions and action plans. They all have one thing in common: they encourage service team members to reflect on, and learn about, some of the key issues that will help them improve their performance, for example: - - ò Who are our customers? - ò Why are they our customers? - ò WhatÆs my role in the service process? - ò What makes customers frustrated - or delighted? - ò What practical steps can I (individually) or we (as a team) take to improve service? - - Most of the games and exercises are short, typically under 20 minutes, requiring a minimum of materials and easy to run. TheyÆre designed for use in service training sessions or service team meetings and a number of them are suitable as direct team interventions to help celebrate a success or learn from a mistake.
