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In this activity, participants review skills that are essential to the customer service role, assess their own competence in each skill, and develop an action plan for improving their proficiency. This activity helps new employees understand the assets possessed by top-notch customer service representatives and gives all employees an opportunity to review their assets and opportunities for improvement.
What You'll Need
One copy of the handouts on pages 13 through 15 for each participant.
What to Do
Distribute the handouts on pages 13 and 14. Give participants five to ten minutes to complete the activity.
Then distribute the handout on page 15 and ask each participant to develop an action plan to improve two skills.
Tip! You may want to post these action plans in your department and review them on a weekly basis. Reward employees when they make verifiable progress.
If You Have More Time
Make another copy of the Action Plan Worksheet on page 15. Put participants into pairs. Each participant will write the skills he or she wants to improve on the Action Plan Worksheet on the line titled "Your skill." The participants will then trade worksheets with their partners.
Each participant will create an action plan to help his or her partner become a Super Star in the areas listed on the worksheet. Allow five minutes for this activity.
After five minutes, have participants trade action plans and give them several minutes to review.
Q: Is it helpfulto have someone else brainstorm ideas for you?
A: Field answers.
Q: Did your partner think of some ideas that you would not have thought of?
A: Field answers.
Ask participants to review their action plans from time to time in order to improve their proficiency in each skill.
Assets and Opportunities
Whether you plan a life-long career in customer service or view your present job as a stepping stone to something else, the skills inherent in providing good customer service will be assets in any field you choose. What's more, a good attitude is key to success anywhere, anytime. Customer service representatives who stand out in their work are:
These customer service representatives always:
|Ch. 1||It's Who You Are: Games for Developing a Customer-Focused Attitude||1|
|Ch. 2||What You Say and How You Say It: Verbal and Vocal Skills for Customer Service Success||23|
|Ch. 3||Make the Connection: Training Games for Telephone Success||45|
|Ch. 4||Here's Looking at You: Games for Excellence in the Face-to-Face Service Environment||67|
|Ch. 5||Make It a Great Day: Games for Establishing Rapport with Every Customer||87|
|Ch. 6||Stop, Look, and Listen: Games for Focusing on the Customer's Needs||109|
|Ch. 7||The Sky's the Limit: Creative Ways to Customize Your Service||137|
|Ch. 8||When the Going Gets Tough: Games for Dealing with Difficult Customers||155|
|Ch. 9||Wait! That's Not All: Techniques to Up-sell and Cross-sell for Ultimate Customer Satisfaction||171|
|Ch. 10||What About Us?: Games for Improving Service to Your Internal Customers||191|
Posted May 23, 2009
Posted February 9, 2005
Peggy Carlaw and Vasudha Deming have combined extensive training knowledge to make this a highly impactful book. I have been a corporate trainer for 8 years and find myself using the same energizers and ice-breakers continuously. This book increased my repertoire of training activities to offer my participants. As a result I have been energized, and I can pass on the enthusiasm and knowledge.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.
Posted January 9, 2003
Posted November 10, 2000