Introduction: Getting the Most from This Resource.

Topical Index of Interventions.

Section ONE: Awareness.

Training 1: Collection Inspection:Observation.

Training 2: Conjecture Lecture: First Impressions.

Training 3: Information, Please:Observation and Information Gathering.

Training 4: It’s a Jungle out There: Stereotyping.

Training 5: Just My Luck: Personal Perspective.

Training 6: Making Sense of It: Sensory Acuity.

Training 7: See Saw:Visual Perception.

Training 8: Stressing the Positive:Workplace Stressors.

Training 9: What Now? Perceptual Expectations.

Tool 10: On the Line: Credibility.

Tool 11: Power Up: Assertiveness.

Tip 12: Flex Your Mind:Mental Flexibility.

Tip 13: Keep It Cool: Job Pressure.

Tip 14: Stress Buster: Stress Reduction.

Technique 15: Meltdown:Dealing with Anger.

Technique 16: Plead Your Case: Influencing Change.

Section TWO: Communication.

Training 17: Blueprints for Success:Verbal Instructions.

Training 18: From Me to You: Focus on Others.

Training 19: Negative Ten-dency:Word Usage.

Training 20: Poker Face:Nonverbal Communication.

Training 21: Say What You Mean: Concise Verbal Communication.

Training 22: Seeing Is Believing: Body Language and Culture.

Training 23: Summary Judgment: Listening.

Training 24: Tongue-Tying Twisters:Word Enunciation.

Tool 25: Listen Closely: Responsive Listening.

Tool 26: Mind the Message: Communication Processes.

Tool 27: Probing Points:Questioning.

Tool 28: Sound Advice:Voice Quality.

Tip 29: Crossing the Border: International Communication.

Tip 30: E-Service: Electronic Communication.

Technique 31: Attention, Please: Keeping the Customer’s Attention.

Technique 32: Return Policy: Feedback Guidelines.

Technique 33: Six Degrees of Persuasion: Influencing Through Listening.

Section THREE: Planning.

Training 34: Color Quest: Limited Resources.

Training 35: Commercial Appeal: Product or Service Offerings.

Training 36: Flow Motion:Work Process Improvement.

Training 37: Hardware: Classifying Resources.

Training 38: Heads and Tails: Optimizing Resources.

Training 39: Last Straw: Goal Setting and Resources.

Training 40: On Target: Goal Alignment.

Training 41: View from the Top: Personal Change Management.

Tool 42: Desk Stress: Organization.

Tool 43: Pass It On:Delegation.

Tip 44: Flag It: File Management.

Tip 45: Just the Fax: Fax Information File.

Tip 46: Library Dues:Development Resources.

Tip 47: Memory Ticklers: Information Recall.

Tip 48: New Kids on the Block: Orientation.

Tip 49: To Do or Not to Do:To-Do Lists.

Technique 50: Setting the Bar: Service Standards.

Technique 51: Tackling Time Wasters:Time Management.

Section FOUR: Problem Solving.

Training 52: Comic Relief: Analyzing Problem Situations.

Training 53: Dialing Dilemma:Telephone Logic Problem.

Training 54: It’s All in How You Look at It: Problem Interpretation.

Training 55: Medical Breakthrough: Logical Problem Analysis.

Training 56: Miss Interpretation: Problem Interpretation.

Training 57: Nominally Speaking:Nominal Group Technique.

Training 58: Role It Out: Situational Role Play.

Training 59: Sensible Solutions: Alternative Solutions.

Tool 60: Breaking Barriers:Obstacles to Problem Solving.

Tool 61: Creativity Quotient: Self-Assessment.

Tip 62: A CAP-ital Idea: Creative Action Planning.

Tip 63: Feelings Check-In: Conflict Reaction Assessment.

Tip 64: Share to Be Aware: Interdepartmental Problem Solving.

Technique 65: Crash Control: Conflict Management Styles.

Technique 66: Fair Play:Win-Win Negotiation.

Technique 67: Stage Right: Creative Process.

Section FIVE: Quality.

Training 68: Getting the Word Out:Quality Components.

Training 69: Inconvenience Store: Service Strategies.

Training 70: Like It or Not: Service Analogies.

Training 71: Making the Connection: Customer Expectations.

Training 72: Overcharged and Underrated: Exceeding Expectations.

Training 73: Picture Perfect: Communicating Quality.

Training 74: RATER of the Lost Art: Customer Perception of Quality.

Training 75: Right Approach: Service Attitude.

Training 76: Service Link: Creative Analysis of Service.

Tool 77: Cream of the Crop:Quality Competencies.

Tool 78: May I Help You? Telephone Etiquette.

Tip 79: Behind the Scenes: Support Role Recognition.

Tip 80: Getting Down to Business: Customer Comment Cards.

Tip 81: Hit the Heights: Customer Service Week.

Tip 82: Knowledge Is Power:Technical Training.

Technique 83: Concession Stand: Acknowledging Customer Concerns.

Technique 84: Write On: Letters of Complaint.

Section SIX: Teamwork.

Training 85: Candy Land: Group Decision Making.

Training 86: In and Out: Internal Customers.

Training 87: Mind the Details: Individual vs.Team Performance.

Training 88: On Course: Communication, Reliability, and Trust.

Training 89: Open Account:Team Environment.

Training 90: Port of Call: Partnering Strategies.

Training 91: Seeing STARS: Group Interdependence.

Training 92: To the Letter:Time-Constrained Team Performance.

Tool 93: A Matter of Trust:Team Member Trust.

Tool 94: Team Checkup: Group Effectiveness.

Tip 95: Bank on It: Peer Recognition.

Tip 96: Get on Board: Peer Feedback.

Tip 97: Rely on Me:Team Trust.

Tip 98: Rivalry or Revelry: Constructive Competition.

Tip 99: Team Talent: Resource Directory.

Technique 100: Confront with Care:Team Conflict Management.

Technique 101: Opposition Position: Constructive Competition.

Appendix A: Internal Customer Service.

Appendix B: Call Centers.

Appendix C: Retail.

Appendix D: Sales.

About the Author.

How to Use the CD-ROM.