The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers - Hardcover
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
Jeff Gee is a popular motivational speaker and trainer with over 20 years' experience.
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.
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The Customer Service Training Tool Kit: 40 Training Activities for Customer Service Trainers
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Hardcover. Condition: Very Good. This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. Seller Inventory # 6545-9780079137739
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The Customer Service Training Tool Kit
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Condition: Bueno. : Este completo kit de herramientas contiene 60 actividades listas para usar que se pueden utilizar 'tal cual' en sesiones cortas de menos de una hora o combinadas para crear programas más largos que puede adaptar a las necesidades específicas de sus empleados de primera línea. Todas las actividades han sido probadas y han demostrado ser muy eficaces en el desarrollo de actitudes positivas y comportamientos amigables con el cliente en los empleados de servicio.Además, los participantes en estas sesiones tienden a disfrutarlas y a esperarlas con interés a medida que aprenden a revitalizar su energía en los 'días malos', a escuchar a los clientes con una mente abierta, a aportar empatía a todos los encuentros con los clientes, a superar las barreras que inhiben la resolución de problemas, a utilizar palabras que inspiran confianza, a pacificar a los clientes descontentos, a terminar una conversación con elegancia y a encontrar soluciones 'ganar-ganar' a todo tipo de problemas. EAN: 9780079137739 Tipo: Libros Categoría: Negocios y Economía|Educación Título: The Customer Service Training Tool Kit Autor: Jeff Gee| Val Gee Editorial: McGraw Hill Idioma: en Páginas: 365 Formato: tapa dura. Seller Inventory # Happ-2025-07-01-53a52d7f
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The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers
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The Customer Service Training Tool Kit: 40 Training Activities For Customer Service Trainers
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Very Good. UK stocked, available immediately. Large format hardcover published by McGraw-Hill in 2000. Minor edge wear only, a bright and clean copy throughout. Seller Inventory # sk9qws1282
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