Becoming a Customer Service Star Facilitator Set

£145.52 excl VAT

Category: Instruments
Code: 701G
Becoming a Customer Service Star can be used for individual analysis, as a measure for personal development, a picture for building a service team, or as an opportunity to identify changes needed in policies or operating procedures.
Don’t just talk about providing better customer service – make it a reality! Becoming a Customer Service Star helps both employees and managers examine their attitudes about customer service in five critical areas:

1) Having a positive attitude toward customers
2) Encouraging customer feedback
3) Responding to customer problems
4) Developing repeat relationships
5) Seeking to exceed customer expectations.

The assessment can be used to measure individual performance, build a service team, or identify changes needed in policies or operating procedures. Becoming a Customer Service Star is appropriate for anyone who has contact with customers.

The expanded Facilitator Guide includes:

• Suggested training designs

• Theoretical background

• Normative data

• Sample Participant Guide

• Blank training outline

• CD-ROM containing Microsoft® PowerPoint® presentation and reproducible masters including Certificate of Achievement, Training Evaluation, as well as overhead transparency masters

• Administrative guidelines
• Background information
• Sample training design
• Blank training outline
• Sample copy of re-formatted
• Self Assessment CD-ROM containing reproducible content
• Microsoft® PowerPoint® presentation
• Certificate of achievement template
• Training evaluation template
• Overhead transparency masters
• Convenient 3-ring binder format
Format Assessment
Objective To profile customer service strengths and weaknesses
Audience Customer service employees and managers
Time Required Scoring: 10 minutes, Interpretation: 1.5 hours, Workshop 2 hours (optional)
Author Bruce R. Matza