Customer service games for training. (2018)

• Record Type: Book
• Further Information: Note: Edited by Agatha C Hughes, Thomas P Hughes.
• Editors: Hughes, Agatha C; Hughes, Thomas Parke
• Contents: Part I The Games and Activities :1 Artists in action, 2 Bars of soap, 3 Communication dynamics, 4 Complaints as opportunities, 5 Customer confessions, 6 Customer feedback: performance versus expectation, 7 Customer service call flow diagram, 8 Customer service buzz groups, 9 Customer service examples, 10 Customer skills 1: being prepared, 11 Customer Skills 2: welcoming, 12 Customer Skills 3: connecting, 13 Customer Skills 4: setting expectations, 14 Customer survey form, 15 Defining excellent customer service, 16 Gap analysis, 17 Happy customer /unhappy customer 1, 18 Happy customer/unhappy customer, 19 Improving customer service, 20 Integrating products and services, 21 Key telephone skills, 22 Mystery shopper, 23 Personal qualities, 24 Phoney phrases, 25 Presenting ideas for change, 26 Questionnaires and rating, Part II Role Plays: 38 Role play sessions: customer connecting.
• Edition: 1st
• Publisher Details: London : Routledge
• Publication Date: 2018
• Extent: 1 online resource
• Subjects: 658.812; Customer services; Management games
• Languages: English
• ISBNs: 9781351723848
• Related ISBNs: 9781351723855; 9781351723831; 9781315181998
• Notes: Note: Description based on CIP data; resource not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.