The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees - Brossura

Carlaw, Peggy; Deming, Vasudha K.

Brossura

ISBN 10: 0077114760 ISBN 13: 9780077114763

Casa editrice: McGraw Hill / Europe, Middle East & Africa, 2006

Riassunto

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.

Su questo libro

L'autore:

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

Contenuti:

It’s who you are

What you say and how you say it

Make the Connection

Here’s looking at you

Make it a great day

Stop, look, and listen

The sky’s the limit

When the going gets tough

Wait! That’s not all

What about us?

Su questa edizione

• Editore: McGraw Hill / Europe, Middle East & Africa
• Data di pubblicazione: 2006
• ISBN 10: 0077114760
• ISBN 13: 9780077114763
• Rilegatura: Copertina flessibile
• Numero di pagine: 209