Customer Service

The Customer Service Skills Facilitator Guide is a collection of step-by-step instructions for teaching 33 employment skills activities (645 minutes) to groups of youth and adults.

In today's highly competitive marketplace, no business can survive if it alienates its existing customers through poor customer service. Depending on the industry involved, getting a new customer can cost 5 to 10 times more than keeping an existing customer happy. Keep in mind that every customer lost is a customer gained by the competition. Can your employer afford to aid the competition because of poor customer service skills? Definitely not! So how do you go about keeping customers happy? First of all, you have to be happy yourself. Activity Titles

  1. Who is a Customer?
  2. Know Your Customers
  3. Customer Wants
  4. Think Like a Customer
  5. Lines
  6. Tiresome Waits
  7. Service and Satisfaction
  8. Serve and Satisfy the Customer
  9. Is It Really Service?
  10. Market-Driven or Customer-Driven
  11. Not Over ‘Til the Fat Lady Sings
  12. Make Success Happen
  13. A Customer Service Audit
  14. Is the Customer Satisfied?
  15. Don’t Blame the Competition
  16. Set Standards
  17. 99.9% or 100%
  18. The Company Image
  19. A Gold Standard
  20. Appearance
  21. First Impressions
  22. Improve Quality Products
  23. Prejudiced Feelings
  24. Value the Customer
  25. Silk Purses and Sows’ Ears
  26. It’s a Jungle Out There
  27. Exceed the Customer’s Expectations
  28. Surprise the Customer
  29. Names
  30. Playful Humor
  31. Appropriate Humor
  32. Know the Customer Personally
  33. Bad PR


Price: $8.25

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