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
- Who is a Customer?
- Know Your Customers
- Customer Wants
- Think Like a Customer
- Lines
- Tiresome Waits
- Service and Satisfaction
- Serve and Satisfy the Customer
- Is It Really Service?
- Market-Driven or Customer-Driven
- Not Over ‘Til the Fat Lady Sings
- Make Success Happen
- A Customer Service Audit
- Is the Customer Satisfied?
- Don’t Blame the Competition
- Set Standards
- 99.9% or 100%
- The Company Image
- A Gold Standard
- Appearance
- First Impressions
- Improve Quality Products
- Prejudiced Feelings
- Value the Customer
- Silk Purses and Sows’ Ears
- It’s a Jungle Out There
- Exceed the Customer’s Expectations
- Surprise the Customer
- Names
- Playful Humor
- Appropriate Humor
- Know the Customer Personally
- Bad PR