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At Your Service : Designing and Delivering Top-Notch Customer-Focused Service with Video Cassette

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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: In 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 1 : Service Feedback
Chapter 1 : Prework
Chapter 2 : Getting Started
Chapter 3 : Inventorying Your Data
Chapter 4 : Assertively Soliciting Feedback
Chapter 5 : Dramatic Listening
Chapter 6 : Lavish Understanding
Chapter 7 : Action Steps
Chapter 8 : Reference Summary
Chapter 9 : Bridge Activity
Chapter 10 : The Appendices
Chapter 11 : Resources

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

 
 
 
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