Full Description
This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and "experts" in American society, led to a retrenchment, systems methods are still part of modern managerial practice.
Contents
Part I The Games and Activities :1 Artists in action, 2 Bars of soap , 3 Communication dynamics, 4 Complaints as opportunities, 5 Customer confessions, 6 Customer feedback: performance versus expectation, 7 Customer service call flow diagram, 8 Customer service buzz groups, 9 Customer service examples, 10 Customer skills 1: being prepared, 11 Customer Skills 2: welcoming, 12 Customer Skills 3: connecting, 13 Customer Skills 4: setting expectations, 14 Customer survey form, 15 Defining excellent customer service, 16 Gap analysis, 17 Happy customer /unhappy customer 1,18 Happy customer/unhappy customer , 19 Improving customer service, 20 Integrating products and services, 21 Key telephone skills, 22 Mystery shopper, 23 Personal qualities, 24 Phoney phrases, 25 Presenting ideas for change, 26 Questionnaires and rating, Part II Role Plays: 38 Role play sessions: customer connecting.
