Advertisement
| customer service training nyc: Customer Service Training 101 Renee Evenson, 2011 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| customer service training nyc: Amaze Every Customer Every Time Shep Hyken, 2013-09-03 You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time. |
| customer service training nyc: Moments of Magic Shep Hyken, 1993 |
| customer service training nyc: How to Win Friends and Influence People , 2024-02-17 You can go after the job you want…and get it! You can take the job you have…and improve it! You can take any situation you’re in…and make it work for you! Since its release in 1936, How to Win Friends and Influence People has sold more than 30 million copies. Dale Carnegie’s first book is a timeless bestseller, packed with rock-solid advice that has carried thousands of now famous people up the ladder of success in their business and personal lives. As relevant as ever before, Dale Carnegie’s principles endure, and will help you achieve your maximum potential in the complex and competitive modern age. Learn the six ways to make people like you, the twelve ways to win people to your way of thinking, and the nine ways to change people without arousing resentment. |
| customer service training nyc: The Amazement Revolution Shep Hyken, 2011 What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book The Cult of the Customer, Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations. |
| customer service training nyc: Be Your Customer's Hero Adam Toporek, 2015-04-22 On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need. |
| customer service training nyc: Stellar Customer Service Mou Chakraborty, 2016-08-29 From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways. |
| customer service training nyc: Customer Service Robert W. Lucas, 2009 Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel |
| customer service training nyc: Customers for Life Carl Sewell, Paul B. Brown, 2009-07-01 In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve. |
| customer service training nyc: Zingerman's Guide to Giving Great Service Ari Weinzweig, 2012-06-26 Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way. |
| customer service training nyc: Customer Service Management Training 101 Renee Evenson, 2011 Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, real world practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive. |
| customer service training nyc: Customer Service Training 101 Renee Evenson, 2005 A practical, hands-on guide for training customer service employees. |
| customer service training nyc: Train Customer Service Reps for Success Rachel Armstrong, 2014-10-24 Customers now have many ways to get in touch with companies, whether via phone and email or social media and online chats. They have expectations, and organizations need to meet those demands to remain competitive. In this issue of TD at Work, Rachel Armstrong details how talent development professionals can ensure that customer service teams are providing customer experiences that meet high standards. She details: · The skills customer service teams need to meet customers’ expectations · Techniques for training new hires for those skills · Methods to effectively support customer service reps after the training program · Ways to prepare reps for the futureTools and resources included in this issue are a needs assessment checklist and blended learning ideas and planning charts. |
| customer service training nyc: What's the Secret? John R. DiJulius, 2008-05-02 What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers. |
| customer service training nyc: Strategic Customer Service John A. GOODMAN, 2009-05-13 The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line. |
| customer service training nyc: A Career in Customer Service and Tech Support Jeff Mapua, 2014-12-15 This resource provides information for tech-savvy readers about the ins-and-outs of customer service and technical support, including education requirements, job duties and skills, and how to get started in these fields. This practical guide reveals the best educational and experiential paths to a career and emphasizes the importance of professional networking. It also delves into the statistics most relevant to job-seekers in these fields, examining what the career market looks like long-term and what job-seekers must do to land the career that they want. |
| customer service training nyc: Uplifting Service Ron Kaufman, 2012 Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation. |
| customer service training nyc: The Power of Consistency Weldon Long, 2013-03-25 How to achieve wealth, happiness, and peace of mind through personal responsibility The Power of Consistency is based on the fundamental premise that private declarations dictate future actions. In other words, we tend to take actions with the thoughts and beliefs we consistently have, and the cumulative results of those actions eventually create the quality and circumstances of our lives and businesses. Therefore, transformative change in life and business is possible when we reconstruct our minds and take responsibility for its content. Lays out a simple process—the Personal Prosperity Plan—to create powerful results in your life and business Explains the power of focus and your subconscious mind Outlines a four step process: focus, emotional connection, action, responsibility The Power of Consistency teaches you how to create a Personal Prosperity Plan, get deeply emotionally committed to the plan, and take consistent action toward implementing the plan for improved sales and business performance. |
| customer service training nyc: Delight Your Customers Steve Curtin, 2013-07-19 Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary. |
| customer service training nyc: The Little Customer Service Book Rick Grassi, 2020-11-05 A handbook detailing the basics of effective customer service. |
| customer service training nyc: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| customer service training nyc: Training for Library Service Carnegie Corporation of New York, Charles Clarence Williamson, 1923 |
| customer service training nyc: Customer Service Intelligence Merilynn Van Der Wagen, 2007-11-02 Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer’s toolkit. Concepts such as: • emotional intelligence • behaviour modification • role modelling • dimensions of procedure and conviviality • expectancy theory • socio-cultural concepts of (service) community • customer service as dynamic 'object' in activity theory • Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies. |
| customer service training nyc: Powerful Phrases for Effective Customer Service Renee Evenson, 2012 Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service. |
| customer service training nyc: Getting Service Right Jeff Toister, 2019-03-15 Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I |
| customer service training nyc: The Librarian's Guide to Homelessness Ryan Dowd, 2018 Homelessness is a perennial topic of concern at libraries. In fact, staff at public libraries interact with almost as many homeless individuals as staff at shelters do. In this book Dowd, executive director of a homeless shelter, spotlights best practices drawn from his own shelter's policies and training materials -- |
| customer service training nyc: The Cult of the Customer Shep Hyken, 2020-03-17 In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent thirty years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases – from uncertainty to amazement. By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can do it too. Hyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists. |
| customer service training nyc: Be Our Guest Disney Institute, 2003-06 Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service. |
| customer service training nyc: Elevating Customer Service in Higher Education Heath Boice-Pardee, Dr. Emily Richardson, Eileen Soisson, 2018-06-04 Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS Elevating Customer Service should be read by every administrator who cares about retention and service excellence. - Neal Raisman, N. Raisman & Associates In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity. - Bill Destler, President Emeritus, Rochester Institute of Technology How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators. - David DeCenzo, President, Coastal Carolina University This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students. - Jim Pillar, Associate Vice President of Housing, Monmouth University This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider. - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick |
| customer service training nyc: Critical Selling Nick Kane, Justin Zappulla, 2015-10-19 Master these top-performing sales skills to dominate the marketplace Critical Selling is a dynamic and powerful guide for transforming your sales approach and outperforming your competition. This book is based on Janek Performance Group's, an award winning sales performance company, most popular sales training program, Critical Selling®. Let authors Justin Zappulla and Nick Kane, Managing Partners at Janek, lead you through their flagship sales training methodology to provide you with the strategies, skills and best practices you need to accelerate the sales process and close more deals. From the initial contact to closing the deal, this book details the winning strategies and skills that have supercharged the sales force of program alumni like OptumHealth, Santander Bank, Daimler Trucks, California Casualty, and many more. Concrete, actionable steps show you how to plan a productive sales call, identify customer needs, differentiate yourself from the competition, and wrap up the sale. You'll also learn proven techniques for building rapport, overcoming objections, dealing with price pressures, and handling the million little things that can derail an otherwise positive sales interaction. Sales are the lifeblood of your company. Are they meeting your expectations? What if you could exceed projected sales figures and blow your competition out of the water? This book provides the research-based framework to ignite your sales team and excite your customer base, for sustainable success in today's market. Let Critical Selling® show you how to: Connect with customers on a deeper level to build trust Present a persuasive and value-based solution tailored to your customer’s needs Handle pricing pressure, doubt, and objections with confidence Utilize proven methodologies that help you close the sale Sales is about so much more than exchanging goods or services for cash. It's about relationships, it's about outperforming the competition, it's about demonstrating real value, and it's about understanding and solving people's problems. Critical Selling shows you how to bring it all together, using proven techniques based on real sales performance research. |
| customer service training nyc: Achieving Excellence Through Customer Service John Tschohl, 1996 Promotes the theory that superior customer service leads to a superior business organisation |
| customer service training nyc: Emotional Intelligence 2.0 Travis Bradberry, Jean Greaves, 2009 Includes a new & enhanced online edition of the world's most popular emotional intelligence test. |
| customer service training nyc: The Service Culture Handbook Jeff Toister, 2017-03-23 Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent. -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works. -Brad Cleveland, founding partner and former CEO, International Customer Management Institute |
| customer service training nyc: The Big Book of Customer Service Training Games Peggy Carlaw, Vasudha K. Deming, 1998-09-22 Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more. |
| customer service training nyc: Doing the Work of Reference Linda S Katz, 2013-10-18 Become more versatile, competent, and resourceful with these practical suggestions! Becoming a first-class reference librarian demands proficiency in a wide range of skills. Doing the Work of Reference offers sound advice for the full spectrum of your responsibilities. Though many aspects of a reference librarian's work are changing with astonishing speed, the classic principles in this volume will never go out of date. This comprehensive volume begins with hints for orienting yourself to a new job and concludes with ideas for serving the profession. On the way, Doing the Work of Reference covers such diverse topics as working with student assistants, offering reference services to remote users, and keeping up your professional development. In addition, you will find strategies for dealing with technological change--not high-tech information that will become obsolete before the ink is dry, but ways of approaching the process of change that will work today, next week, and ten years from now. Doing the Work of Reference will help you increase your competence in: getting along with other staff members marketing the library to users and faculty handling ephemeral materials keeping students’attention in library instruction courses maintaining good relations with faculty increasing your subject knowledge and much more! This comprehensive guide is an essential handbook for librarians in the trenches. Whether you are a new librarian or a veteran at the reference desk, Doing the Work of Reference will help you burnish your skills. |
| customer service training nyc: Be Amazing Or Go Home Shep Hyken, 2019-10 Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master-and Shep Hyken knows the tricks to making it your own.In Be Amazing or Go Home, Shep shares the secrets behind making his motto Always Be Amazing! an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including:¿Showing up ready to be amazing¿Being proactive¿Craving feedback¿Taking responsibility¿Embracing authenticity¿Focusing on excellence¿Turning misery into magicOnce you master these habits, you'll be able to create trust, build stronger relationships, make sales, advance your career, and more. Now is the time to step out of the ordinary and step into amazing. |
| customer service training nyc: Customer Care Excellence Sarah Cook, 2010-11-03 Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement. |
| customer service training nyc: Achieving Excellence Through Customer Service John Tschohl, 2011-09-22 If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability. |
| customer service training nyc: Associate Training Manual Michael A. Gray M.A.E.D, 2016-12-19 Your knowledge of police ethics or lack thereof determines your experience! Every sworn officer knows, or at least should know by now, that they live in a glass jar. Friends, relatives, neighbors, and strangers watch every move that law enforcement officers make both on and off duty. The fact is that the public scrutinizes police officers more than most other professions either because theyre cynical or hope to catch them screwing up or because theyre hopeful and are looking for a good example and a strong leader. In either case, its up to the officer or civil service worker to be above reproach in both his public and private life. The major difference between most sworn officers or civil service workers and extremely successful officers or civil workers is the gap between what they know and what they do. Both groups have about the same knowledge base. Extremely successful officers and civil service works are just better at doing what they should be doing. I worked as a special deputy sheriff early in my young life, and there were times I lost my temper to the point where I wanted to cross ethical boundaries. I wrote this powerful, high-impact workbook to help fellow officers by educating them in police ethics so that they wont become a victim of poor decision-making, placed in the limelight of shame, and made the poster child for law enforcement ethical dilemmas. Using this ethical workbook in your organization will show your employees youre serious about their professional growth and achieving critical ethical goals and objectives. This ethics in law enforcement workbook allows you to train entire police departments for less than the cost of traditional public seminars or other training options. Give your officers and civil service workers the skills, knowledge, and confidence they need to meet tough workplace challenges while on patrol or while working in a civil service position. This workbook will help them realize their full potential and perform at their peak and provide them with the tips and techniques they will need to stay calm and productive in any situation. |
| customer service training nyc: From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans Jon Picoult, 2021-10-12 If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with—not just shaping their experiences, but also shaping their memories. Picoult explores the cognitive science behind great customer experiences, pinpointing the breakthrough, psychology-based strategies that both industry leaders (like Apple, Disney, and Southwest Airlines) as well as fast-growing startups (like BILT and Framebridge) use to shape people’s perceptions and sculpt unforgettable impressions—thereby turning more sales prospects into customers, and more customers into obsessed brand ambassadors. Packed with intriguing case studies, engaging stories, and eye-opening research, the book details these proven principles and illustrates how they can be applied to almost any type of business or customer. Examples include cases that show how to: • Create Peaks & Avoid Valleys—leverage the science of memory to etch positive impressions in people’s minds, by creating greater experiential peaks and fewer experiential valleys. • Give the Perception of Control—the almost magical power of giving customers a sense of agency, via choice and expectation-setting, causing them to feel better about the experience a business is already delivering. • Make It Effortless—make interactions easy for customers, not just from a physical perspective, but also a cognitive one, to satisfy today’s demand for simplicity and convenience. • Stir Emotion—harness the power of emotion as a memory cue, by infusing customer experiences with emotional resonance, highlighting positive feelings while stemming negative ones. No matter what kind of constituency you serve—customers or colleagues, individuals or institutions, employees or employment candidates—this book will help you do it with distinction. Picoult’s message is particularly relevant for managers, as he shows the parallels between how great companies cultivate engagement with customers, and how great leaders accomplish the same with their workforce. From Impressed to Obsessed reveals the what, the why, and—most importantly—the how behind great customer experiences. Filled with actionable insights, the book provides an invaluable roadmap for becoming the company that everyone wants to do business with, the employer everyone wants to work for, and the leader everyone wants to follow. |
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual consumers who buy goods and services for their own use …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦进货的全家就是曼伦的customer，然后隔 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么 …
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。通俗地讲， CRM就 …
请问金融系统中提到的KYC是做什么用的？ - 知乎
KYC看着高端，其实我们每个人都经历过。例如，当你去银行开户的时候，都必须要提交身份证件，甚至有时候还要提交家庭住址证明。这便是一个最简单的KYC。(也叫做CIP - Customer …
什么是SCRM？为什么企业要做SCRM？ - 知乎
SCRM翻译后的全程是：Social Customer Relationship Management ，可以看到这里的“S”原来是“Social”，也就是“社交”的意思。 尽管只是多了一个S，却将原先CRM呈现的客户管理行为转 …
什么是跨境电商，你们了解多少？ - 知乎
跨境电子商务是指不同国度或地域的买卖双方经过互联网以邮件或者快递等方式通关，将传统贸易中的展现、洽谈和成交环节数字化，完成产品进口的的新型贸易方式，当前主流的跨境电商形 …
有大神公布一下Nature Communications从投出去到Online的审稿 …
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
新媒体的KOL、KOC是什么? - 知乎
KOC有双重身份，即Customer和Creator，KOC是消费者的同时也是创作者，是对消费者的消费决策起到关键作用的群体。 KOL与KOC在本质上截然不同，是两个群体。前者是推，而KOC是 …
Requesting OPT Transportation Services Guide
OFFICE OF PUPIL TRANSPORTATION 44-36 Vernon Boulevard Long Island City, NY 11101 Telephone: (718) 392-8855 Fax: (718) 482-3702 REQUESTING OPT TRANSPORTATION …
STUDY MATERIAL FOR THE EXAMINATION FOR THE …
Revised on 07/2023 (update the NOE-COIB) 6 Exam Specific Information for S-56 Certificate of Fitness An appointment is required to take the S-56 Certificate of Fitness Exam.
2024 NYC Summer Internship Program Application Form
2024 NYC Summer Internship Program Application Form Agency: Department of Citywide Administrative Services (DCAS) Division: Office of the General Counsel (OGC) Address 1: 1 …
Identifying Success Factors and Challenges of 311-Driven …
Especially, training of call center representatives (CCRs) is pivotal to the quality of 311 service. Training sessions open not only for new hire trainings but also for refreshing training, training …
FAQs for the Fair Workweek Law in Fast Food - NYC.gov
The Department of Consumer and Worker Protection (DCWP) enforces NYC’s Fair Workweek Law. This document answers many common questions about the law and how DCWP …
VOLUNTEERING AFTER A DISASTER IN NEW YORK CITY
possible level of customer service. Information is available in over 170 languages and can be obtained by calling 311 or (212) 639-9675 from outside of New York City. You can also use …
FIREFIGHTER CANDIDATE PHYSICAL PREPARATION GUIDE
Email: Recruitment@fdny.nyc.gov CPAT Training Program David Lin, Coordinator Phone: (718) 999-1475 Email: David.Lin@fdny.nyc.gov Firefighter Candidate Mentorship Program Jéneen …
New Hotline and Payment Information for SOTA - NYC.gov
DHS-10g (E) 02/05/2020 (page 2 of 2) Department of Social Services
RAD (Rental Assistance Demonstration) - NYC.gov
RAD (Rental Assistance Demonstration) Improve – Safeguard – Stabilize NYCHA Fact Sheet The Rental Assistance Demonstration (RAD) is a program created by the Obama Administration in …
DOB NOW: Safety Boiler Compliance Filings Information for …
1 | P a g e DOB NOW: Safety Boiler Compliance Filings Information for Owners The New York City Department of Buildings (DOB) is pleased to announce that DOB NOW
Youth Development Specialist - NYC.gov
2.EducationandExperienceExam:Filloutalltherequiredsectionsdisplayedonscreen(ifapplicable). YouwillhaveuntilmidnightEasterntimeonthelastdayoftheApplicationPeriod ...
the New York City Mayor’s Office of Operations: Jeffrey A. Kay ...
NYC Feedback Citywide Customer Survey Report of Survey Results December 2008 Michael R. Bloomberg Edward Skyler Mayor, New York City Deputy Mayor for Operations
Citywide Training Center 2019 SPRING COURSE CATALOG
Interest, M/WBE Purchasing, Customer Service, and Diversity & Inclusion. Our courses and programs are offered in multiple portfolios. Most of the classes in each portfolio are ... NYC …
Mayor BUREAU OF EXAMINATIONS NOTICE OF …
ADDICTION COUNSELOR (NYC HEALTH + HOSPITALS) Exam No. 4001 (For NYC Health + Hospitals Only) WHEN TO APPLY: From: September 6, 2023 To: September 26, 2023 …
NYC FIRE CODE GUIDE - NYC.gov
Customer Service Center by calling 311 or email directly to BFP Customer Service at FDNY.BusinessSupport@fdny.nyc.gov. 5 FC CHAPTER 1 - ADMINISTRATION 1. I …
FIRE DEPARTMENT CITY OF NEW YORK - NYC.gov
information you need to know to work as a fire guard. It is your responsibility to become familiar with all applicable rules and regulations of the C ity of New York, even if they are
CONTACT US - NYC.gov
processing, customer service, security, sales, administration, home health care, and more. Participants attend computer, job-search, resume-writing, and interviewing classes. Job …
O T I C E - NYC.gov
customer service center, agency help desk, or other agency customer service unit; provide information, record complaints and requests, and conduct research to resolve pr oblems; …
TEFAP Civil Rights Training 2024 - Office of General Services
Jan 30, 2024 · Civil Rights Training The Emergency Food Assistance Program (TEFAP) Updated January 2024. January 30, 2024 2 Table of Contents ... If you have tried to assist the person …
ACCES-VR - NYC.gov
Address: 1215 Zerega Avenue Bronx, NY 10462 Phone: 718-931-3500 Fax: 718-931-4299 Hours: Monday to Friday: 8:30am to 5:00pm Orientation Sessions:
Citywide Training Center Course Catalog - NYC.gov
professional development opportunities that help build skills and improve service delivery. DCAS Citywide Training Program Difference Our workshops and programs differ from other training …
ERIC L. ADAMS Mayor DAWN M. PINNOCK NOTICE OF …
online. However, you must schedule a customer service appointment prior to your visit. Due to the COVID-19 pandemic, DCAS no longer permits walk-ins at DCAS sites. Manhattan Brooklyn …
HHS Prequalification - NYC.gov
May 4, 2022 · 1. Establish a NYC.ID here. If your organization already has an HHS Accelerator account, your NYC.ID is your email login. 2. Once a NYC.ID is created, use it to log in and …
ERIC L. ADAMS Mayor DAWN M. PINNOCK NOTICE OF …
online. However, you must schedule a customer service appointment prior to your visit. Due to the COVID-19 pandemic, DCAS no longer permits walk-ins at DCAS sites. Manhattan Brooklyn …
AMENDED NOTICE - December 1, 2021 Y: From: July - NYC.gov
will be charged a service fee of 2.00% of the payment amount. This service fee is nonrefundable. THE TEST DATE: Multiple-choice testing is expected to begin on Friday, December 17, 2021. …
STUDY MATERIAL FOR THE EXAMINATION FOR - NYC.gov
SERVICE TECHNICIAN, was developed in order to certify technicians who program, test, inspect and service fire alarm systems in the City of New York. This certification applies to fire alarm …
Exam No. 1157 - Page 2 - NYC.gov
4.Asatisfactorycombinationofeducationandexperience.Satisfactory,full-timepaidexperienceworking for a New York City government agency responding to inquiries utilizing ...
Staff Analyst - NYC.gov
online. However, you must schedule a customer service appointment prior to your visit. Due to the COVID- 19 pandemic, DCAS no longer permits walk-ins at DCAS sites. The centers will be …
Child Support Information Packet - New York City
NYC Office of Child Support Services (OCSS) Contact Child Support In Person Customer Service Office Services OCSS CUSTOMER SERVICE WALK-IN CENTER 151 West Broadway 4th …
ACCESS-A-RIDE SERVICE APPLICATION - MTA
MTA New York City Transit’s paratransit service, Access-A-Ride, ... the offices of the professional certifier selected by NYC Transit and listed in the cover letter. If you have ... please contact …
Mayor BUREAU OF EXAMINATIONS NOTICE OF …
will be charged a service fee of 2.00% of the payment amount. This service fee is nonrefundable. THE TEST DATE: Multiple-choice testing is expected to begin on Monday, June 3, 2024. YOU …
Revised on 07/2023 (lithium-ion) - NYC.gov
Revised on 07/2023 (lithium-ion). FIRE DEPARTMENT CITY OF NEW YORK. STUDY MATERIAL FOR THE EXAMINATION FOR. CERTIFICATE OF FITNESS FOR. F-80 …
PRELIMINARY MAYOR’S MANAGEMENT REPORT - NYC.gov
customers including timeliness in responding to e-mail, letters and service requests made through the City’s 311 Customer Service Center. At the end of each chapter there is a “Noteworthy …
Revised on March 2024 (Apply/Pay) - NYC.gov
In any occupancy, w here arequired fire protection system is out of service, a fire watch shall be maintained. Fire watch can be maintained by one or more persons holding an F-01 certificate …
NYC Public Schools Division of Human Resources (DHR)
The Career Training Program serves as a benefit to UFT Paraprofessionals. This Program provides tuition assistance of up to six (6) credits per semester, three (3) semesters per year, …
Filing Representative Training - Course 101 - Handout
Customer Service Tickets 13. ... Training Module 2.4 Anthony Pollicino Project Advocate Types of Applications Zoning Challenges. build safe | live safe We will discuss the following: • …
Mayor BUREAU OF EXAMINATIONS NOTICE OF …
SPECIAL OFFICER (NYC H+H) Exam No. 3307 (For NYC Health and Hospitals Only) AMENDED NOTICE – February 1, 2023 WHEN TO APPLY: From: November 2, 2022 To: November 22, …
Mayor Commissioner NOTICEOFEXAMINATION - NYC.gov
online. However, you must schedule a customer service appointment prior to your visit. Due to the COVID-19 pandemic, DCAS no longer permits walk-ins at DCAS sites. Manhattan Brooklyn …
2023 Business Workforce Survey Results - Department of Labor
Central NY 2022 2023 NYC 2022 2023 ... Keeping up with customer demand 23% Training current staff 22% Staying competitive compared to other states 19% . ... Customer Service …
QEWI Training Session - NYC.gov
longer be accepted at the Façade customer service window and will no longer be available for review in the Building Information Systems (BIS). Beginning on September 12, 2016 • All …
DEPARTMENT OF INFORMATION TECHNOLOGY
Goal 2a Increase the public’s use of City government information through NYC.gov. Goal 2b Increase the number of publicly available datasets. SERVICE 3 Regulate franchised cable …
High Productivity Chemistry-free Metal CTP - NYC.gov
Dear Occupational Skills Training Service Providers: The New York City Human Resources Administration (HRA) Office of Child Support Services (OCSS) is seeking partner …
Customer Information Representative - NYC.gov
Customer Information Representatives provide customer service utilizing computer databases and information technology to access information required for responses and overseeing customer …
PETS ver. 2.0 - infohub.nyced.org
job titles, email PETSAdminSupport@schools.nyc.gov – You will get a response to your inquiry within one business day. •For issues regarding missing contracts or worksites, contact your …
PROTECTION TRAINING MANUAL - NYC.gov
1. All food service establishments must have a current and valid permit issued by the NYC Health Department. TRUE FALSE 2. Health Inspectors have the right to inspect a food service or …
CHILD SUPPORT: YOUR NEXT STEPS - NYC.gov
“Requesting a Customer Service Appointment” in the subject line of your email. • Go to nyc.gov/hra/ocss for more information, videos, and updates about OCSS services. • Call the …
Language Access Implementation Plan - City of New York
the NYC Customer Service Center at 311 is our primary source for review and referring public ... training sessions attended by both existing and new managerial/supervisory personnel. …
2024 NYC Summer Internship Program Application Form
2024 NYC Summer Internship Program Application Form Agency: Department of Citywide Administrative Services Division: Fleet Address 1: 1 Centre Street New York, NY 10007 …
for SEASONAL EMPLOYEES - New York State Parks
these five principles will enable you to provide excellent customer service to our visitors as you carry out the agency’s mission every day. You should re- view and become familiar with the …
NYC Customer Service Volume 1, Issue 3 Newsletter - NYC.gov
Page 3 of 6 NYC Customer Service Newsletter In 2008, the 311 Customer survey completed by CFI Service Center outperformed government and private sector industries in customer …
