Business : Customer Service

Now fully revised and updatedâ?“a powerful, customer-focused tool for business improvement. Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. As well, new tools are included toward enhancing and enriching the basic work done with process mapping. J. Mike Jacka, CPA, CIA, CFE, CPCU (Phoenix, AZ), is Senior Manager over Special Projects at Farmers Insurance Internal Audit. Paulette J. Keller (Phoenix, AZ) is the Audit Director of Audit Technology and Support at Farmers Insurance Internal Audit. more...

Price: $65.00

101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization. more...

Price: $50.00

How effective would your communication be if every other word you said was eliminated? (How...would...communication...if...other... you... was...?) Not very effective? Studies show that well over half of your message can be carried through nonverbal elements-your appearance, your body language, and the tone and pace of your voice. You could use powerful, clearly understood words; you could have excellent listening skills; you could be an expert with feedback...but if you don't understand nonverbal communication, your communication might be less effective than you would like. This 21-page E-report will help you understand how to create a powerful nonverbal message that will support your verbal content. You will learn how to interpret and use body language to deliver the message you intend and how to project a vocal quality that matches your message. Topics covered include:. • Five body language gestures. • Interpreting twelve gesture clusters. • Various ways to use body language. • Seven major vocal qualities. • Twelve common emotions communicated in voice qualities. • Five ways to develop an assured voice. An awareness of the subtle nuances of body language and vocal behavior is critical if you want to be more aware of what you are communicating to others and what they are communicating to you. The payoff seems well worth the effort. more...

Price: $7.95

While basic sales methodologies instruct salespeople on the nuts and bolts of the sales process-who to approach in an organization, when to ask questions, and what to ask-ROI Selling takes them to a new level. Using a unique "360 Degree Measurement" technique, this guide provides practical tools for turning valuable customer feedback into a compelling case for their products and services. more...

Price: $27.00

This resource manual provides: Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.; Identification and creation of memorable experiences for your customer service representatives and their customers; A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.; 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.; User friendly activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes a difference.; Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the “right fit” for your programs.; A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.; Powerful bonus sections are included to complement and support your customer service core values and enhance performance.; A complementary copy of Excuses, Excuses, Excuses...For Not Delivering Excellent Customer Service—And What Should Happen!; Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focus—the Customer!. Training Objectives: Increase the creativity and skill level of customer service representatives; Demonstrate what excellent customer service is; Provide insights and practice to improve customer service; Develop your own organizations bank of customer service learning situations. Training Methods: Role plays; Assessments; Brainstorming; Listening exercises. Time Guidelines. Activities take between 15 minutes and one hour. more...

Price: $139.95