The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees (MGMT & LEADERSHIP) - Softcover

Carlaw, Peggy; Deming, Vasudha K.

Softcover

ISBN 10: 0077114760 ISBN 13: 9780077114763

Publisher: McGraw Hill Professional, 2006

Synopsis

Title: Big Book of Customer Service Training Games <>Binding: Paperback <>Author: Peggy Carlaw <>Publisher: MCGRAW-HILL Professional

About this title

From the Back Cover:

Supervisors and trainers: turn your customer service reps into yourcompany's biggest asset! Because they're out there dealing with thepublic, frontline workers such as customer service representatives, salespeople, and technicians have the capacity to make a company lookvery bad...or very good. With the help of this creative collection oftraining games, you can be sure that your employees can be counted onto give your company a good reputation--employees who...know how tocreate a rapport with the customer or client; recognize and respondfor the needs of every customer; go beyond the expected; bringenthusiasm and a love of what they do to the job. These easy-to-usegames take just 15-30 minutes and include reproducible handouts andworksheets. You can use them either to enliven traditional customerservice training programs or to add a training component to a regularstaff meeting. Customer service training games will help yourfrontline service workers keep a positive attitude at all times; speakand communicate clearly, both on the telephone and face-to-face; dealwith difficult customers, and much more.

Synopsis:

Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude; speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and, other essentials to successfully provide great front line customer service.

About this edition

• Publisher: McGraw Hill Professional
• Publication date: 2006
• ISBN 10: 0077114760
• ISBN 13: 9780077114763
• Binding: Paperback
• Number of pages: 209