101 Activities for Delivering Knock Your Socks Off Service by Performance Research Associates, Visit Amazon's Ann Thomas

By Performance Research Associates, Visit Amazon's Ann Thomas Page, search results, Learn about Author Central, Ann Thomas, , Jill Applegate

Cutting-edge buyers wish carrier that's swifter, larger, more cost-effective. yet how can corporations make sure that they're ready to satisfy that problem? the precise addition to best-selling writer Ron Zemke's "Knock Your Socks Off Service[registered]" ebook sequence, "101 actions for supplying Knock Your Socks Off provider" offers readers with functional instruments to aid meet their clients' wishes. This set of robust routines teaches customer support managers and staff useful how one can aid their enterprises offer world-class provider and is helping them create an motion plan for development. This name is written within the similar obtainable and funny kind that made this sequence a vintage. Divided into 20-30 minute actions, this worthwhile consultant can help all readers enhance their carrier and wow their shoppers.

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It is not acceptable for participants to use the words in the definitions of each factor in their example. ”) 6. If there is a doubt about the relevance or demonstration of a factor from an example, ask the group to react and respond. Or, if an example is not specific enough, ask the group to provide more details for the example. 7. Ask participants what awareness they have gained from applying the RATER factors to their work. Primary Application Identify how to demonstrate each RATER factor based on the work you do.

Contact 1 Contact 2 Contact 3 Contact 4 Contact 5 What Did I Learn? What Surprised Me? What Will I Do Differently? ACTIVITY 16 Tangibles: Secret Shopper Tangibles are the physical facilities, equipment, and appearance of service personnel. Pay attention to the details, and your organization can leave your customers Wowed! You can learn much from others on ways to improve and leave your positive, lasting impression. PURPOSE: ✓ ✓ To observe how much other organizations pay attention to the Tangibles To apply these observations to Tangibles in your organization TIME: Two meetings—one 10 minutes, one 20 minutes; observation time varies DIRECTIONS: 1.

Assurance: Secret Shopper 41 What did the service professional do that disappointed you? org/go/101ActDKYSOS © 2009 AMACOM, a division of American Management Association. 3. How did the service professional gain your trust and, ultimately, lead you to trust the product or service? __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ 4.

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