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Becoming a Customer Service Star - Facilitator Set

Becoming a Customer Service Star - Facilitator Set

$ 187.75
3rd Edition by Bruce R. Matza

Don’t just talk about providing better customer service – make it a reality! Becoming a Customer Service Star helps both employees and managers examine their attitudes about customer service in 5 critical areas:
  • Having a positive attitude toward customers
  • Encouraging customer feedback
  • Responding to customer problems
  • Developing repeat relationships
  • Seeking to exceed customer expectations
The assessment can be used to measure individual performance, build a service team, or identify changes needed in policies or operating procedures. Becoming a Customer Service Star is appropriate for anyone who has contact with customers.

Learning Outcomes
  • Create a profile of individual customer service strengths and weaknesses
  • Recognize the opportunities to improve customer service and retention
  • Identify an individual action plan to enhance service in the 5 key areas

Facilitator Set Contents:

  • Administrative guidelines
  • Background information
  • Sample training design
  • Blank training outline
  • Sample copy of re-formatted
  • Self Assessment CD-ROM containing reproducible content
  • Microsoft® PowerPoint® presentation
  • Certificate of achievement template
  • Training evaluation template
  • Overhead transparency masters
  • Convenient 3-ring binder format

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