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Table Of Contents

1.Pay Attention
2.Listen Carefully to Your Customers
3.Know Your Business
4.Do What You Say You Will When You Say You Will
5.Follow Up for Satisfaction
6.Making Customers Happy Is Job #1
7.Present Your Best Face Forward
10.Honesty Is Always Your Best Choice
11.Energize Yourself
12.Bounce Back with Resiliency
13.Create a Personal Mission Statement
14.Write a Customer-Focused Plan
15.Set Specific and Relevant Goals
16.Measure Results to Stay on Track
17.You Don’t Communicate Alone
18.Stop When You See Communication Red Lights
19.Go with Green Light Communication
21.Speak Your Best at All Times
22.Pay Attention to Body Language:Yours and Others
23.Give and Get Accurate Information
24.Ask Good Questions
25.Ask Who,What,When,Where,Why,and How
26.Answer and Respond to Enhance Communication
27.Assure to Make Others Feel Valued
28.Zap Zapper Words from Your Vocabulary
29.Charge Ahead with Charger Words
30.Positive Leadership Begins with Awareness
31.Develop Positive Leadership Qualities
32.Think Like a Leader
35.Make Solid Decisions
36.Manage Your Time or Your Time Will Manage You
37.Add Value to Everything You Do
38.Get Ready:Things Will Not Stay the Same
39.Become a Quick Change Artist
40.Help Yourself and Others Work Through Change
43.Stay Accountable for Outcomes
44.Analyze Training Needs
45.Learners Come in Different Styles
46.Products,Services,and Company Policies
47.General Steps to Exceptional Customer Service
48.Specific Steps to Exceptional Customer Service
49.Conduct Market Research
50.Understand the Big Picture
51.Handle Customer Complaints
52.Learning Is a Continual Project
53.Strong Teams = Success
54.Establish a Team Identity
55.Foster a Supportive Environment
56.Form a Cohesive and United Team
57.Strengthen Your Team by Being a Team Player
58.Analyze What You Can Do to Improve
59.Hands-On Customer Service
60.Take Charge:Stop,Look,and Listen
61.Document Your Observations
62.Motivate Your Team
63.Exemplify the Right Behavior
64.Meaningful Feedback Is Focused,Specific,and Timely
65.The Wrong Way Demoralizes
66.The Right Way Enthuses
67.Quick Feedback Gets Positive Results
68.Corrective Feedback Changes Performance
69.Development Plans Set Goals for Improvement
70.Periodic Appraisals Are the Most Specific Feedback
71.Accept Feedback Graciously
72.Plan Productive Meetings
73.Lead Meetings Effectively and Efficiently
74.Sound Questioning Techniques Keep You on Track
75.Maintain Control During Your Meetings
76.Strengthen Group Discussion by Understanding Group Dynamics
77.Conclude Meetings by Energizing Your Team
79.Contribute Positively When You Attend Meetings
80.Conflict Is Good
81.Communication Is Key to Resolving Conflict
82.Anticipate Problems and Deal with Them Immediately
83.Find Win-Win Solutions
84.Turn Chronic Complaining into Contentment
85.Turn Problem Performers into Peak Producers
86.Remain Calm and in Control at All Times
87.Keep the Momentum Going
88.Stay One Step Ahead of the Crowd
89.Pro-Act,Don’t React
90.Create Creative Coworkers
91.Cultivate Contented Customers
92.Develop an Attitude of Gratitude
93.Make Fun Time a Daily Goal
95.CHANGE for the Better
96.LISTEN UP for Better Communication
97.CARE About Your Customers
98.Face-to-Face Customer Service
99.Stop! Look! Listen! Act! for Outstanding Customer Service
100.Customer Satisfaction Quiz
101.Customer Quick Bytes
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Award Winning Customer Service Evenson

Award Winning Customer Service Evenson

Ratings: (0)|Views: 180|Likes:
Published by betito123

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Published by: betito123 on Sep 16, 2011
Copyright:Attribution Non-commercial


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