25 Activities for Customer Service Excellence - 16252 Words

25 Reproducible Activities for Customer Service Excellence Peter R. Garber HRD Press, Inc. †¢ Amherst †¢ Massachusetts Copyright  © 2005, HRD Press, Inc. The materials that appear in this book, other than those quoted from prior sources, may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do, however, ask that the following statement appear on all reproductions: Reproduced from 25 Reproducible Activities for Customer Service Excellence, by Peter R. Garber. Amherst, Massachusetts: HRD Press, 2005. This permission statement is limited to reproduction of materials for educational or training events. Systematic or large-scale reproduction or distribution—or†¦show more content†¦117 21. The ABCs of Customer Service................................................................. 127 Part 5—Achieving Results................................................................................. 133 22. Self-Fulfilling Prophecies .......................................................................... 135 23. Word Games............................................................................................... 139 24. Winning and Losing with the Customer .................................................... 145 25. Buying Decisions ....................................................................................... 149 v Preface Customers are the life blood of any business, and providing great customer service is critically important. Keeping the customer satisfied needs to be the goal of everyone in the organization. Think about how you feel when you play the role of a customer yourself. How do you feel when you receive poor customer service as you spend your hard-earned money? Would you continue to do business with a company that didn’t understand your needs, or worse yet, didn’t care? Of course not. Similarly, the customers you provide service to expect the same quality that you would expect to receive. The quality process has taught us the importance of meeting the requirements of the customer. Customers rightfully deserve nothing less than excellent service. The emphasisShow MoreRelatedAn Organization Or Brand s Value Proposition1579 Words   |  7 Pagesfragrance-free beauty products and are recognised as a pioneer in the skincare industry (Clinique 2016). Value Creation Customer value as defined by Zeithaml (1988) refers to the benefits that customers receive from the use of a product, relative to their cost or sacrifices. Literary theory widely recognises the ability for organisations to create value for their customers as integral to business success (Woodruff 1997). 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