The Customer Service Training Tool Kit: 60 Activities for Delivering Super Service to Customers (PERSONAL FINANCE & INVESTMENT) - Hardcover

Book 3 of 16: PERSONAL FINANCE & INVESTMENT

Gee, Val; Gee, Jeff

 
9780079137739: The Customer Service Training Tool Kit: 60 Activities for Delivering Super Service to Customers (PERSONAL FINANCE & INVESTMENT)
Hardcover
ISBN 10: 0079137733 ISBN 13: 9780079137739
Publisher: McGraw Hill, 1999

Synopsis

Train your staff to provide great customer service in every situation! 

Now, with the help of these fun, motivational training activities, you can design and deliver a state-of-the-art customer service training program in a fraction of the time it would take to develop a program from scratch. This comprehensive tool kit contains 60 ready-to-use activities that can be used "as is" in short sessions of less than an hour or combined to create longer programs that you can tailor to the specific needs of your frontline employees. All of the activities--which range from provocative role-playing exercises to intriguing "What Would You Do In This Situation?" questionnaires--have been tested and proven highly effective in developing positive attitudes and customer-friendly behavior in service employees. 

What's more, participants in these sessions tend to enjoy them and look forward to them as they learn to: revitalize their energy on "bad days"; listen to customers with an open mind; bring empathy to all customer encounters; overcome barriers that inhibit problem solving; use words that inspire trust and confidence; pacify unhappy customers; end a conversation gracefully; find "win-win" solutions to all kinds of problems; and much, much more! Filled with reproducible participant handouts, worksheets, questionnaires, and overhead masters, this one-of-kind tool kit will help you put together a superb customer service training program with a minimum of effort.

"synopsis" may belong to another edition of this title.

About the Authors

Val Gee is an instructional designer, an ordained priest, and a regular contributor to Training magazine.

Jeff Gee is a popular motivational speaker and trainer with over 20 years' experience.

From the Back Cover

Train your staff to provide great customer service in every situation! Now, with the help of these fun, motivational training activities, you can design and deliver a state-of-the-art customer service training program in a fraction of the time it would take to develop a program from scratch. This comprehensive tool kit contains 60 ready-to-use activities that can be used "as is" in short sessions of less than an hour or combined to create longer programs that you can tailor to the specific needs of your frontline employees. All of the activities--which range from provocative role-playing exercises to intriguing "What Would You Do In This Situation?" questionnaires--have been tested and proven highly effective in developing positive attitudes and customer-friendly behavior in service employees. What's more, participants in these sessions tend to enjoy them and look forward to them as they learn to: revitalize their energy on "bad days"; listen to customers with an open mind; bring empathy to all customer encounters; overcome barriers that inhibit problem solving; use words that inspire trust and confidence; pacify unhappy customers; end a conversation gracefully; find "win-win" solutions to all kinds of problems; and much, much more! Filled with reproducible participant handouts, worksheets, questionnaires, and overhead masters, this one-of-kind tool kit will help you put together a superb customer service training program with a minimum of effort.

"About this title" may belong to another edition of this title.

Publisher
McGraw Hill
Publication date
1999
Language
English
ISBN 10 
0079137733
ISBN 13 
9780079137739
Binding
Hardcover
Number of pages
365

Other Popular Editions of the Same Title

9780070248151: The Customer Service Training Tool Kit: 60 Activities for Delivering Super Service to Customers

Featured Edition

ISBN 10:  007024815X ISBN 13:  9780070248151
Publisher: Mcgraw-Hill (Tx), 2000
Hardcover