Book Description
The Customer Service Training Tool Kit contains 40 activities designed to make customer service training more fun, engaging, and behavior-changing for customer service reps. Trainers can use group activities, role plays, questionnaires, and other exercises "as is" in 30-60 minute training modules or combine them to create longer training programs. The book is full of reproducible participant handouts, worksheets, questionnaires, and overhead masters to make the trainer's job easy. Trainers who, as part of their customer training program, want to give to each participant a brief, motivational handbook reinforcing many of the ideas behind the training activities can obtain copies of the authors' accompanying book, Super service, The Customer Service Training Tool Kit makes it easy for a trainer to design and deliver great customer service training at a fraction of the time it would take to develop a program from scratch.
Customer Reviews:
Training Exercises.......2007-01-19
The 60 activities provide a lot of ideas. Some of the activities need to be updated or reworked to make them more applicable to current markets. The book really helps in getting some ideas ready for the training meetings I conduct.
Very useful.......2006-07-25
Designing activities for training is a art, it's not easy. it takes long time to place year of experiences in a book of activities for developing competences. In my opinión it's has been Jeff Gee' succes. I feel his expertise in each activity.
Hot topic.......2000-07-22
Customer Service is key to any business and this book is a great tool for teaching people how to deliver great service.
Ties in well with Super Service.......2000-07-19
It's not every day that a training book 'ties' in with another book by the same authors. All the activities in The Customer Service Training Tool Kit are discussed in more detail in Super Service, so I was able to give my people a copy of Super Service to take away with them. This way, the learning continues!
Just Right For My Audience.......2000-07-14
I liked the 'find the activity that's just right for your audience' at the very beginning of the book. I picked the 'moments of truth' activity. A Moment of Truth is defined as an opportunity for the customer to form a positive or negative impression of you/and your company. It was a 3 hour workshop that centered around the idea that "every interaction with an internal or an external customer impacts the business one way or another." We discussed how the group can improve each Moment of Truth.
Book Description
From seasoned veterans to first-timers, any instructor, trainer, manager, consultant, or coach charged with improving customer service will find The Customer Service Activity Book a powerful resource. The activities can easily be used as a complete customer service training program or customized and used individually to address areas of concern.
The Customer Service Activity Book presents an array of dynamic and engaging activities that:
* Reinforce what good customer service is -- and is not
* Demonstrate how to work together most constructively and efficiently
* Prove the value and the importance of "sharing the load"
* Show how to increase productivity and performance while enhancing relationships with customers
Assembling 20 years of sales and customer service experiences in a wide variety of industries, The Customer Service Activity Book is a treasure trove of exercises for enhancing the quality of any customer service training program.
Product Description
25 Reproducible Activities for Customer Service Excellence Peter Garber Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There¹s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserveexcellent service. Every topic critical to customer service is addressed in five convenient parts: - Communication - Phone Power - Customer Service Skills - Customer Service Strategies - Achieving Results The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15¬30 minutes. Areas covered include: - The customer¹s first impression - Customer paradigms - Listening to the customer - Finding out who the customer really is - How rumors get started and spread - The importance of telephone greeting messages - Dealing with telephone tag telephone communications - Understanding what the customer really wants - Characteristics of successful customer service - Customer service diseases - Developing your personal improvement plan - Personalities of potential buyers - Types of customers customer complaints - Tips for selling your product or service - Positive and negative words - Winning and losing the customer - Logic vs. emotion in selling
Book Description
Games and other classroom activities can make training more fun, memorable, and effective. Sales Games and Activities for Trainers is the most useful—and complete—collection of games, role-plays, activities, and other skill-building exercises ever collected for increasing the effectiveness of sales training. There are games and activities covering all aspects of selling, from making presentations to handling objections.
Customer Reviews:
Disappointed.......2007-02-07
I just felt that there was nothing in the workbook that was useful. Most of the material was something I would be embarassed to try on a group, and I have to say, this will end up in the next garage sale!
Average - some good exercises.......2007-01-13
I am a professional trainer, I pulled a few good exercise out of this but most are somewhat childlike and very average. Probably something better out there, but I did get a few ideas for my classes.
A Super Resource.......2003-09-08
I hate to disagree with my esteemed colleague from Mexico City but for any of us who deal with the REAL world of selling, this book is a gem. It is a quick and easy to use way to spice up sales meetings.
Great Resource for Use in Training.......2001-10-09
I do training for an association in which we are members. Although the exercises in this book are for sales people, I have adapted more than a dozen of them to use in various training sessions, from surviving or thriving in our changed economy to direct marketing by snail mail and email. Would recommend this book to anyone who needs visuals to motivate others.
Completely useless.......2001-05-19
As a sales and marketing professional and university professor I can tell you this book is book is one of the worst books I have ever purchased. The reason for this is because the exercises seem adequate for people with a negative IQ! I would have returned the book but my 4 year old boy damaged it.
Book Description
This resource manual provides:
Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.
Identification and creation of memorable experiences for your customer service representatives and their customers
A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.
50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.
User friendly activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes a difference.
Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the "right fit" for your programs.
A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.
Powerful bonus sections are included to complement and support your customer service core values and enhance performance.
A complementary copy of Excuses, Excuses, Excuses...For Not Delivering Excellent Customer Service—And What Should Happen!
Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focus—the Customer!
Training Objectives
Increase the creativity and skill level of customer service representatives
Demonstrate what excellent customer service is
Provide insights and practice to improve customer service
Develop your own organizations bank of customer service learning situations
Training Methods
Role plays
Assessments
Brainstorming
Listening exercises
Time Guidelines
Activities take between 15 minutes and one hour.
Average customer rating:
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Caring for the Customer SS3, Third Edition: Managing Activities (Super)
NEBS Management
Manufacturer: Pergamon Flexible Learning
ProductGroup: Book
Binding: Paperback
 General
| Business & Investing
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Customer Service
| Industries & Professions
| Business & Investing
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Human Resources & Personnel Management
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| Business & Investing
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Management
| Management & Leadership
| Business & Investing
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| Business & Investing
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ASIN: 0750632984 |
Book Description
This workbook will enable managers to:
· explain the meaning and significance of customer care;
· identify their internal and external customers;
· identify their customers' expectations and any areas in which they are failing to meet them;
· provide an effective lead for their team in raising the standard of customer care;
· ensure that they and theirr team members perform to a high standard in customer-contact situations.
Book Description
This digital document is an article from Fleet Equipment, published by Thomson Gale on July 1, 2007. The length of the article is 1424 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Educational value: a training program for technicians at Swift Transportation Co. is helping ensure quality service is provided to the fleet's customers.(Fleet Profile & Specs)(Cover story)(Company overview)
Author: Seth Skydel
Publication:
Fleet Equipment (Magazine/Journal)
Date: July 1, 2007
Publisher: Thomson Gale
Volume: 33
Issue: 7
Page: 50(3)
Article Type: Cover story, Company overview
Distributed by Thomson Gale
Book Description
Training a customer service staff is one of the most important and challenging aspects of any business. This reference for managers and trainers is full of interactive and practical activities designed to develop customer service excellence in any organization. This training tool saves hours of research and preparation time and provides a complete toolkit of ready-to-use worksheets, handouts, discussion points, and self-evaluation questionnaires geared to transform any customer service staff into one of superior quality and competence.
Average customer rating:
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Multifamily adopts new tactics. (Viewpoint).(real estate internet advertising): An article from: Journal of Property Management
Paul Kaliades , and
Andrew Botieri
Manufacturer: Institute of Real Estate Management
ProductGroup: Book
Binding: Digital
Nonfiction
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ASIN: B0008IGLAW
Release Date: 2005-07-28 |
Book Description
This digital document is an article from Journal of Property Management, published by Institute of Real Estate Management on November 1, 2001. The length of the article is 1008 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Multifamily adopts new tactics. (Viewpoint).(real estate internet advertising)
Author: Paul Kaliades
Publication:
Journal of Property Management (Refereed)
Date: November 1, 2001
Publisher: Institute of Real Estate Management
Volume: 66
Issue: 6
Page: 68(2)
Distributed by Thomson Gale
Book Description
This digital document is an article from Journal of Property Management, published by Institute of Real Estate Management on November 1, 2002. The length of the article is 633 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Sweeping changes: the right attitude and proper training add up to great customer service. (Speak Easy).(maintenance staff)
Author: Douglas D. Chasick
Publication:
Journal of Property Management (Refereed)
Date: November 1, 2002
Publisher: Institute of Real Estate Management
Volume: 67
Issue: 6
Page: 80(1)
Distributed by Thomson Gale
Average customer rating:
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Multinationals and Transition: Business Strategies, Technology and Transformation in Central and Eastern Europe
Julia Manea , and
Robert Pearce
Manufacturer: Palgrave Macmillan
ProductGroup: Book
Binding: Hardcover
Policy & Current Events
| Popular Economics
| Business & Investing
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General
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Development & Growth
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Economic Policy & Development
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ASIN: 0333968743 |
Book Description
This book refocuses thinking on how multinational enterprises (MNEs) can achieve a sustained contribution to European transition economies as these countries move from the processes of transformation into pursuit of more sustained development. The authors apply key aspects of recent work on the strategic aims and nature of the contemporary MNE to the transition economy context, and find that the generation and application of technology has particular relevance to the success of MNEs in Central and Eastern Europe. The book is based on the results of two new wide-ranging surveys and includes a thorough review of current literature.
Average customer rating:
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Beyond Eu Enlargement: The Agenda of Direct Neighborhood for Eastern Europe
Manufacturer: Bertelsmann Foundation Publishers
ProductGroup: Book
Binding: Paperback
International
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| History
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ASIN: 3892045488 |
Average customer rating:
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Costa Rica Business Law Handbook
Manufacturer: International Business Publications, USA
ProductGroup: Book
Binding: Paperback
Business Law
| Reference
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| Caribbean
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Costa Rica
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ASIN: 073976327X |
Average customer rating:
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Costa Rica Business Law Handbook (World Business Law Handbook Library)
Igor Oleynik
Manufacturer: International Business Publications USA
ProductGroup: Book
Binding: Digital
General
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ASIN: B00005R4WE
Release Date: 2006-01-01 |
Book Description
Basic business legislation, laws, export-import regulations affecting business, business climate and contacts
Download Description
Basic business legislation, laws, export-import regulations affecting business, business climate and contacts
Average customer rating:
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Costa Rica Business Law Handbook
USA International Business Publications
Manufacturer: Intl Business Pubns USA
ProductGroup: Book
Binding: Paperback
Exports & Imports
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General
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Business Law
| Reference
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ASIN: 0739745417 |
Book Description
This law handbook contains information on basic business legislation, laws and regulatoins affecting export-import, business, foreign investments, property rights, taxation and banking. (Updated annually)
Book Description
This law handbook contains information on basic business legislation, laws and regulatoins affecting export-import, business, foreign investments, property rights, taxation and banking.
Books:
- The directory of software publishers: How and where to sell your program
- The Engaged Customer: Using the New Rules of Internet Direct Marketing to Create Profitable Customer Relationships
- The Lean Communications Provider: Surviving the Shakeout through Service Management Excellence
- The Lifebelt: The Definitive Guide to Managing Customer Retention
- The Millionaires Are Coming!: How to Succeed at Network Marketing
- The New Competitor Intelligence: The Complete Resource for Finding, Analyzing, and Using Information about Your Competitors
- The Origin of Brands: Discover the Natural Laws of Product Innovation and Business Survival
- The Slingshot Syndrome: Why America's Leading Technology Firms Fail at Innovation
- The Soul of the New Consumer : The Attitudes, Behavior, and Preferences of E-Customers
- The Stakeholder Strategy: Profiting from Collaborative Business Relationships
Books Index
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The Big Book of Customer Service Training Games (Big Book)
Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)
Great Customer Service on the Telephone (Worksmart Series)
