Title: At Your Service : Designing and Delivering Top-Notch Customer-Focused Service with Video Cassette Author: Chip R. Bell and Ron Zemke ISBN: 0527762822 / 9780527762827 Format: Trainer Kit + Video Publisher: Quality Resources Year: 1994 Availability: Out of Stock
Description
Feature
Contents
At Your Service is team-oriented customer service training system that will help any department, business unit, or organization to understand and surpass its customers' expectations.
The System contains six modules: Service Feedback, Service Strategy, Service Delivery, Service Recovery, Service Standards, and Service Challenges.
Trainer's guides for each module, Lesson Plans, a Team Assessment, a 30-minute videotape, set of Participant Workbooks, and a zippered tote bag.
Module 2 : Service Strategy Chapter 1 : Team Prework Chapter 2 : Individual Prework Chapter 3 : Getting Started Chapter 4 : A Personal Vision of Service Chapter 5 : What is A Service Strategy Chapter 6 : Service Strategy Models Chapter 7 : Drafting A Service Strategy Chapter 8 : Making It A Reality Chapter 9 : Reference Summary Chapter 10 : Bridge Activity Chapter 11 : Resources
Module 3 : Service Delivery Chapter 1 : Prework Chapter 2 : Getting Started Chapter 3 : Understanding The Service Delivery System Chapter 4 : The Inspection of The Service Auditor Chapter 5 : The Invention of The Service Magician Chapter 6 : The Protection of The Service Steward Chapter 7 : Action Plan Chapter 8 : Reference Summary Chapter 9 : Bridge Activity Chapter 10 : Resources
Module 4 : Service Recovery Chapter 1 : Prework Chapter 2 : Getting Started Chapter 3 : Understanding Service Recovery Chapter 4 : What Customers Expect in Service Recovery Chapter 5 : Planning for Difficult Customer Complaints Chapter 6 : Planning for Responsible Consistency Chapter 7 : Action Planning Chapter 8 : The Appendices Chapter 9 : Resources
Module 5 : Service Standards Chapter 1 : Prework Chapter 2 : Getting Started Chapter 3 : Understanding Service Standards Chapter 4 : Drafting Service Standards Chapter 5 : Cuing At Your Service Chapter 6 : Action Steps Chapter 7 : Resources
Module 6 : Service Challenges Chapter 1 : Prework Chapter 2 : Getting Started Chapter 3 : Coping with Service Burnout Chapter 4 : Dealing with Change Chapter 5 : Celebrating Excellence Chapter 6 : Resources