How to Make Teamwork Work: Targeting Team Members' Roles to Get the Best Results : Five 20-minute Self-study Sessions that Build the Skills You Need to SucceedAre your customer service reps having trouble with difficult customers? Are you losing customers due to poor service? To ensure that you keep your customers - the dissatisfied ones as well as the loyal ones - give your customer service reps the skills they need to deal with tough customers. The source for all these essential skills? Dartnell's new workbook, HOW TO HANDLE TOUGH CUSTOMERS. It offfers individual learners five 20-minute sessions: * Understanding Tough Customers. * Calming Angry Customers & Solving Problems. * Face-to-Face & on the Phone. * Everybody Makes Mistakes (Can the Customer be Saved?) * Preventing Customer Problems. Each section provides tips, procedures, & real-life examples on how to handle tough customers. Employees will track their own progress with individualized skill-assessment quizzes & retain their new knowledge with built-in learning reinforcement tools. |
Contents
OFF TO A GREAT START | 1 |
DEFINING ROLES AND RESPONSIBILITIES | 15 |
RECIPE FOR TEAM SUCCESS | 29 |
Copyright | |
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Common terms and phrases
accountability achieve actions Answer to Session assignments avoid behavior Building team trust clarify climate co-workers collaborator commitments communication compliment contributions cooperation create credibility critical DALE CARNEGIE decision departments destructive conflict discuss effective employees empowered Encourage expectations feedback focus following assessment Gifts Teammate Gifts give ground rules Group dynamics home office ideas identify important improve individual internal customers keep Learn listen members feel mission statement mistakes Never Rarely Sometimes Number of YES organization peers percent person Plan positive praise problems purpose questions QUICK TIP reinforcement relationships roles and responsibilities score Serving your internal share information short-term skills someone specific stakeholder Successful teams suggestions supervisors tackle talk task team goal team leader team meeting team members team needs team player team roles team's mission Teammate Gifts Teammate Teams thrive teamwork Total Number understand workplace wrong YES Answers