This book is not limited to telling staff to be nice. Nor is it limited in focus to call center service situations. The workshops in it are applicable to any industry, to any employee, whether delivering service to external customers or to internal ones (think co-workers). The agendas and support materials are designed to:
  • elicit specific techniques to manage challenging customers and situations
  • provide practice using a four-step process appropriate to any service interaction
  • prepare participants to respond to conflict
  • explore the current service environment (individually and organizationally)
  • shift employees' perspectives to that of the customer
  • lead participants to identify customers' pain points and mitigate them
  • guide participants to create mistake-proof techniques to avoid customer frustration

What is included?
All you need to run a half-day, one-day, or two-day customer service training.

The half-day workshop is well-suited when your participants:
  • deal extensively with angry customers
  • have little experience as service providers
  • will be limited in their authority to revise existing service strategies.

Consider the one-day workshop when:
  • there is an organization-wide commitment to service
  • participants will be empowered to make inexpensive improvements to existing strategies
  • program sponsors and champions will look for, recognize, and reward application of the concepts following training
  • a sustained approach to continuous service improvement is desired and will be supported.

Or, plan on the two-day workshop when:
  • the organization is placing a significant priority on service
  • leadership is open to making big-picture changes in how things are done
  • time will be allocated, post-training, to continue the work of process mapping, business re-engineering, and process improvement
  • the organization is pursuing external recognition/certification for being committed to quality service.