Develop standard-setting customer service!
Based on the best-selling book Fabled Service by BetsySanders!
This program will help you develop exceptional customer servicethat puts your organization above your competition. InspiringFabled Service helps you assess your needs and select activities toimprove weak areas in your current customer service.
Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively... and more!
Simply written, this program includes all necessary materials tocreate results-oriented, customized customer service training. ATrainer's Guide includes specific direction for administering theCustomer Service Survey, which assesses individual strengths andweaknesses in three learning areas: understanding him or herselfand others; planning for results; and product/service knowledge.The Guide also includes 12 prepared activities that correspond withthe three learning areas. Using results from the survey, you chooseactivities that will help your group improve in its weaker areas.Each activity specifies goals, materials needed, time required,physical setting, and process (including questions to help youreview what was learned and help people understand what can beapplied to every day situations).
You will need to order a Participant Workbook for each personinvolved in the training. The Workbook includes a copy of thesurvey and participant materials for each activity.
Create great service that gets customers talking!
|Product dimensions:||7.09(w) x 9.98(h) x 0.38(d)|
About the Author
BETSY SANDERS worked with Nordstrom, Inc. for 19 years. During that time, she served as VP and general manager. In that capacity, she was responsible for the inception and development of the Southern California regionthe company's largest and most profitable division, generating $1 billion in annual revenues.At present, Sanders is a consultant specializing in developing and implementing comprehensive business and marketing strategies, customer service objectives, quality performance standards, and leadership potential. She replaced First Lady Hillary Rodham Clinton on the WalMart Board of Directors and also serves on the boards of Carl Karcher Enterprises, H.F. Ahmanson Company, and Vons Companies, Inc., among others. She is founder and director of The National Bank of Southern California, director and second vice-chairman of the Los Angeles Chamber of Commerce, and director and chairman of the United Way of Orange County.
Table of Contents
Foreword Introduction 1. The Road to Fabled Service 2.Fabled Service is a Way of Life 3. Fabled Service is Defined by the Customer 4.Fabled Service is Everyone's Job 5. Fabled Service is Designed into the System 6. Fabled Service is Inseparable from Integrity 7. Fabled Service is Empowered by Leadership