Are you struggling everyday to turn front-line people  into great service teams?  Do you feel a sense of urgency about  improving customer service?  It's time for an intervention.  The  Customer Service Intervention offers a practical step-by-step program  that will teach you how to quickley assess the effectiveness of your  staff...launch an intervention to keep your staff service savvy...and  seize opportunities everyday to improve the quality of every customer  interaction.  Are you willing to stop and evaluate yourself, your team  and each team member?  Make personnel changes and adjust future hiring  criteria?  Spend substancial amounts of time training?  Then this  powerful, results-oriented guide is for you.  Learn what to do to  improve front-line performance-and how to do it.  The book is  organized into two sections: .The Big Picture tells you what to do.  It offers the tactics, best practices and techniques you'll need for  your intervention .Customer Service Intervention: The Program shows  you how to do it through scripts, exercises, activities, tools and  implementation ideas.  Learn how to : Prepare for and launch an inital  training program in customer service, engage your team in creating  customer service information tools, and keep your team buzzing about  customer service during routine meetings with quick, hard-hitting  "half-hour courses".

The Customer Service Intervention: Bottom-line Tactics for Front-line Managers PDF

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