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Smile Face/Customer Service Items |
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Customer Service for Front Line Employees Tele-seminar Download
| Item#: GPSCSK607-001 |
Our Price: $17.95 |
| Purchase includes Audio file and Handout |
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This is a download of the full version teleseminar. After purchase, you will receive an
email with a link to the download. Please do not discard the email until after you have downloaded the file.
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It takes less than a minute for a service provider to send a message that will either
win the heart and mind of a customer or potentially lose them forever (along with just about everyone to whom they
relate their experience). To prevent this from occurring service providers need solid knowledge and skills in effectively
communicating and building strong interpersonal relationships with customers.
In this 56-minute recording of a moderated teleseminar interview that was conducted recently,
internationally known author, consultant and entrepreneur, Bob Lucas, discusses three key customer service communication
strategies. He has developed these techniques over a career spanning more than three decades while working
with internal and external customers in a variety of organizational settings. Bob provides real-world
tips for effectively building rapport and relationships with customers in any environment.
In the seminar, you will hear Bob discuss the following three powerful secrets of customer
service that can lead you to more successful customer interactions:
- Techniques for avoiding negative language that can interfere with effective customer communication;
- Ways to avoid some key mistakes that service providers make on the telephone; and
- Strategies for eliminating faulty assumptions that many service providers often make about their customers.
In less than one hour, you are guaranteed to learn strategies that will enhance your customer service
prowess and help create an environment where your customers keep coming back! |
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Customer Service Skills for Success by Robert W. Lucas
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The fourth edition of this best-selling customer service text has revised content
and added features to help identify common customer service issues and provide proven strategies to address them.
The focus of the ten-chapter book is to raise awareness, prompt thinking, give many step-by-step suggestions for
service improvement, and provide readers with a valuable reference for information on how your organization can
deliver service excellence. The information contained in the book will benefit you whether you are new to dealing
with others in a in a service environment or are more experienced with internal (e.g. coworkers or other employees)
and external (e.g. consumers, vendors, other end users of products, suppliers, businesses, dealers, and distributors)
customer encounters.
For educators who adopt the book as a textbook, there is a dedicated website with instructor notes,
PowerPoint® slides for each chapter, video vignettes to support classroom discussion, and a test bank of questions.
Contents
The Profession
Chapter 1 – The Customer Service Profession
Chapter 2 – Contributing to a Service Culture
Skills for Success
Chapter 3 – Verbal Communication Skills
Chapter 4 – Non-Verbal Communication Skills
Chapter 5 – Listening to the Customer
Building and Maintaining Relationships
Chapter 6- Customer Service and Behavior
Chapter 7 – Service Breakdowns and Service Recovery
Chapter 8- Customer Service in a Diverse World
Chapter 9 – Customer Service Via Technology
Chapter 10 Encouraging Customer Loyalty |
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How to Be a Great Call Center Representative by Robert W. Lucas
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Finally! There is now an effective resource for organizations, trainers
and individuals involved in call center service. The program can be used by individuals to learn how to be an effective
service representative, or by organizations needing a training sourcebook, or to supplement organizational learning
materials and programs.
In this course, users will learn what technology-based customer service is all about --- a brief
history, terminology, CSR competencies required, and interpersonal skills necessary to be successful in dealing
with a variety of customer service situations. The Successful Call Center Representative gives the tools needed
to feel confident in handling customers, and the foundation for future growth and advancement.
Because of the diverse ways in which technology is being used to serve customer in various industry
call centers, the material covered in this course is fairly generic so that it can be adapted to most call center
and customer care environments. Additionally, there are numerous local, state, and federal guidelines to which call
center employees must adhere. By following information provided by supervisors or team leaders and using what is
learned in How to be a Great Call Center Representative to supplement and enhance knowledge and skills, users can
begin immediately providing quality customer service.
Included in the price is an examination that can be taken and forwarded to The American Management
Association for grading and issuance of a certificate. Also, users have a specially created AMA web-site for support
and questions arising as they take the course. No other product on the market gives all this!! |
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Customer Service and the Telephone by Becker, D. & Becker, P.B.
| 94 pages - Item#: 995-511 |
ISBN: 0-7863-0224-0 |
| Retail $10.95 |
Our Price $8.95 ea. |
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For anyone delivering customer service primarily on the telephone, this book is an
excellent, concise guide to better service. It provides activities, exercises and techniques to help build effective
telephone presence through sound speaking skills and the display of a positive phone attitude. Customer Service
on the Telephone also provides a number of success strategies for handling upset callers and explains how to effectively
use telephone technology. |
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Customer Service Excellence by MacNeill, D.
| 100 pages - Item#: 995-515 |
ISBN:1-55623-969-6 |
| Retail $10.95 |
Our Price $8.95 ea. |
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Readers will find helpful approaches for developing and maintaining solid internal
and external customer relationships. Offers dozens of reliable techniques for handling customer complaints, probing
for customer needs, and satisfying customer expectations. |
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Multicultural Customer Service by Aguilar, L. & Stokes, L.
| 136 pages - Item#: 995-513 |
ISBN: 0-7863-0332-8 |
| Retail $10.95 |
Our Price $8.95 ea. |
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In the ever-changing world of business, one principle remains constant: a satisfied,
loyal customer is your most valuable asset. As the world becomes a smaller place, customer service providers are
being faced with the challenge of meeting the diverse needs and expectations of a growing multilingual and multicultural
customer population.
In Multicultural Customer Service: Providing Outstanding Service Across Cultures you will learn how to provide excellent
service to individuals from a variety of backgrounds. By examining customer service scenarios, completing a series
of self-assessment exercises, and reviewing case studies of organizations that have mastered multicultural customer
service, you will develop the skills to make every customer feel "at home." Whether you have one customer
or a million, this book will help you deliver the best customer service possible. |
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Building Customer Loyalty: How You Can Help Keep Customers Returning by Glanz,
Barbara
| Item#: 995-512 |
ISBN: 0-7863-0253-4 |
| Retail $10.95 |
Our Price $8.95 ea. |
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Tips and techniques for offering superior service to clients and customers. Learn
to create positive customer experiences, build lasting customer relations, attract new customers and retain current
customers, and analyze positive and negative feedback to become a committed service person. |
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Smile Face Laughing Bag
| $6.95 ea. - Item#: 104-074 |
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Electronic laugh sounds when nose is pressed. Great for adding fun and humor to a session. Battery
included. Size 5 inches. |
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Winning Customer Loyalty (Vol 1)
| $89.95 ea. - Item#: 204-011 |
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Volume One: Winning Customer Loyalty...Eliminate Customer Turnoffs looks at what
really alienates your customers. What makes them want to stay away and not buy your product. Each time we experience
poor service we are tempted to join the chorus of complainers. But a more fruitful use of such experiences is to
learn from what others do poorly so that we can provide the best in service to our customers. |
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Winning Customer Loyalty (Vol II)
| $89.95 ea. - Item#: 204-012 |
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Volume Two: Winning Customer Loyalty...Exceed Customer Expectations shows you how
to really exceed the expectations of your customers and gain their loyalty. It takes the ambiguity out of what it
means to "give your customer more" when they really don't expect it. It shows you how to set yourself
apart from your competitors. |
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Warm Fuzzies (Two Color)
| Assorted Colors $3.89 pkg. - Item#: WFTCP |
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These cute little creatures are always a hit when used as incentives, rewards, or
when used to designate group small members, based on colors they received. Each little pom-pom had attached feet,
eyes and antenna. (2 dozen per pkg.) |
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Smile Face (pink 2 1/2 inch)
| $1.10 ea. - Item#: 697-001 |
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Bright colored button with safety pin-type clasp on back. Great inexpensive giveaway
prize for customer service, communication, teambuilding or other interpersonal skills type sessions. |
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Smile Face (yellow 1 1/2 inch)
| $0.79 ea. - Item#: 197-006 |
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Bright colored button with safety pin-type clasp on back. Great inexpensive giveaway
prize for customer service, communication, teambuilding or other interpersonal skills type sessions. |
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3/4 Inch Smile Face Erasers (144 per package)
| $3.95 gr. (144 per) - Item#: 995-095 |
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Perfect for designating members of discussion groups. Randomly place one of the assorted
colors at each participant place before they arrive. Later groups can be formed based on the color they received.
Also good as inexpensive incentives. The person collecting the most erasers throughout the session can be rewarded.
Colors are yellow, pink and green per package. |
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1 1/4 Inch Smile Face Erasers 48 per package)
| $6.95 ea. (48 per) - Item#: 1002-002 |
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Use as incentives for classroom performance or to designate members of discussion
groups or leaders/scribes. Randomly place one of the assorted colors at each participant place before they arrive.
Later groups can be formed based on the color they received. If used in combination with 3/4 inch small face erasers,
you can give one person in every color group a large eraser to designate them as leader or scribe. Simply replace
their small with a larger eraser. |
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