101 Ways to Improve Customer Service
Training, Tools, Tips, and Techniques
By (author) Lorraine L. Ukens
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101 Ways to Improve Customer Service by Lorraine L. Ukens
Book Description101 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.
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Book DetailsISBN: 9780787982003
(278mm x 218mm x 29mm)
Imprint: Jossey-Bass Inc.,U.S.
Publisher: John Wiley & Sons Inc
Publish Date: 27-Mar-2007
Country of Publication: United States
Books By Author Lorraine L. Ukens
What Would You Do?, Paperback (January 2008)
What Would You Do? is based on A Prisoner's Dilemma and offers an excellent way of studying the issues of competition versus cooperation between individuals and among groups because it is one for which the optimal outcome, the one that would be best for both parties, is not always the outcome players will reach.
Inca Trail, Paperback (November 2004)
Features a 60 minute survival scenario which is set along the Inca Trail in Northern Peru, which traverses three different and isolated environments. This work presents twelve to fifteen defined situations that require the participant to choose from a set of possible actions that offer the best chance of survival.
Cradle of Gold, Paperback (November 2004)
Presents a survival scenario, which is set in the Empty Quarter of the Sahara Desert in eastern Saudi Arabia, as participants search for the fabled mines of King Solomon.
What Smart Trainers Know, Paperback (June 2001)» View all books by Lorraine L. Ukens
Learn from the best of the best! Written by highly regarded experts in the field--including Zane L. Berge, Jay A. Conger, Robert Hargrove, James M. Kouzes, Julie O'Mara, Barry Z. Posner, Fran Rees, William J. Rothwell, and Edgar H. Schein--What Smart Trainers Know offers you a comprehensive guide to the HRD profession's most critical issues.
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Author Biography - Lorraine L. Ukens
Lorraine L. Ukens is the owner of Team-ing with Success, a consulting and training enterprise specializing in team building and leadership development. Her wide range of business experience, spanning more than twenty-five years, is applied in designing, facilitating, and evaluating programs in a variety of human resource development areas. Ukens is the author of more than ten books including the best-selling simulation, Lost in the Amazon and her most recent collection of activities, The New Encyclopedia of Group Activities, both from Pfeiffer. She received her M.S. degree from Towson University where she taught as an adjunct faculty member from 1997 until 2005.
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