The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers

Gee, Jeff; Gee, Val

ISBN 10: 0079137733 / ISBN 13: 9780079137739

Editore: McGraw Hill, 1999

The book is in good condition with all pages and cover intact, including the dust jacket if originally issued. The spine may show light wear. Pages may contain some notes or highlighting, and there might be a "From the library of" label. Boxed set packaging, shrink wrap, or included media like CDs may be missing. Codice articolo BSM.X1LT

Riassunto:

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.

Informazioni sugli autori: 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.

Dati bibliografici

Titolo: The Customer Service Training Tool Kit : 60 ...
Casa editrice: McGraw Hill
Data di pubblicazione: 1999
Legatura: Rilegato
Condizione: good