"Introduction A New Revolution in Customer Service. What This Resource Manual Provides A Memorable Experience The Seasoned Trainer The New or Occasional Trainer The Documenter How to Use This Resource Manual Part A: Service Attitude 1.Attitude Check 2.Whose Attitude 3.Both Sides of Change Part B: Customer Service Icebreakers 4.Team Task 5.Promoting Communications and Teamwork 6.Who Are You? 7.You've Got the Power Part C: Call Centers and the Telephone 8.Have You Ever Called You? 9.The Power of Repetition 10.Calling Your Own Company 11.Evaluating Self Part D: Professionalism with No Excuses 12.Excuses, Excuses, Excuses 13.Make It a Miracle 14.Overcoming Obstacles 15.The Rules Have Changed Game 16.Defining Spectacular Service: How We Impact Our Customers Every Day Part E: Communication: Listening To Your Customers 17.Active Versus Passive Communication 18.Say What You Mean -- Mean What You Say! 19.Name That Tune! How Moods Influence Customer Communication Part F: Customer Treatment (Internal and External) 20.The Grab Bag 21.When You Were a Customer 22.WACTEO 23.The People in Your Office 24.The Internal Customer 25.The Golden Rule 26.A Visit to the Zoo 27.Team Circle -- Together We Are One Part G: Essential Tools for Success 28.Check Out Your Work Environment 29.Learn/Teach/Apply 30.Unification 31.Best Practices in Customer Service Part H: Customers and the World Wide Web 32.Think Before Clicking the Send Key 33.Putting Your Company to the Test: Being Your Own Customer Part I: Asking for the Order 34.Interdependence and Selling Up 35.Achieving Closure Part J: Fulfilling Needs/Providing Solutions 36.Reacting vs. Responding 37.Transformations and Their Impact: A Reality Check 38.Probing the Mind of the Customer 39.Holding On 40.Candid Customer 41.Customer's Perceptions: How Their Expectations Are Created Part K: Customer Service Assessments 42.HRD Press 43.What Do You Do? The Gifts You Bring to the Workplace Part L: Uncomfortable Situations 44.Real World Customer Encounters 45.Training Activity for Customer Treatment 46.Losing Control 47.Most Embarrassing Moment 48.Your Customer's Perception of Reality Part M: Customer Service Stories 49.Service in the News -- Do Customers Have to Look the Part? 50.Eureka! Bonus Section Being in the Real World -- Collected Bits of "Sage" Advice Appendix A The Documenter Learning Tool Customer Service Documenter Appendix B Customer Service Reminders Author Biographies"
DARRYL S. DOANE AND ROSE D. SLOAT (Canton, OH) are international performance-based training and development specialists, and the owners of The Learning Service.