- Paperback: 209 pages
- Publisher: McGraw-Hill Professional; First Edition edition (1 Oct 1998)
- Language English
- ISBN-10: 0070779740
- ISBN-13: 978-0070779747
- Product Dimensions: 23.5 x 18.6 x 1.5 cm
- Average Customer Review: 4.1 out of 5 stars See all reviews (8 customer reviews)
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Amazon Bestsellers Rank:
44,564 in Books (See Top 100 in Books)
- #24 in Books > Business, Finance & Law > Management > Human Resources > Training
- #26 in Books > Business, Finance & Law > Sales & Marketing > Customer Services
- #44 in Books > Business, Finance & Law > Management > Human Resources > Coaching & Mentoring
- See Complete Table of Contents
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Product Description
Product Description
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.
From the Back Cover
Supervisors and trainers: turn your customer service reps into your company's biggest asset! Because they're out there dealing with the public, frontline workers such as customer service representatives, salespeople, and technicians have the capacity to make a company look very bad...or very good. With the help of this creative collection of training games, you can be sure that your employees can be counted on to give your company a good reputation--employees who...know how to create a rapport with the customer or client; recognize and respond for the needs of every customer; go beyond the expected; bring enthusiasm and a love of what they do to the job. These easy-to-use games take just 15-30 minutes and include reproducible handouts and worksheets. You can use them either to enliven traditional customer service training programs or to add a training component to a regular staff meeting. Customer service training games will help your frontline service workers keep a positive attitude at all times; speak and communicate clearly, both on the telephone and face-to-face; deal with difficult customers, and much more.
Inside This Book
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First Sentence
Participants work in groups to piece together several definitions of service (provided on pre-cut pages). Read the first page
Front Cover | Copyright | Table of Contents | Excerpt
Participants work in groups to piece together several definitions of service (provided on pre-cut pages). Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt
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Customer Reviews
Most Helpful Customer Reviews
25 of 25 people found the following review helpful
Format:Paperback
In 2000, I made a decision to switch careers from management into training. I had some thoughts and ideals about what I wanted to achieve during my training sessions, but this is THE book that helped me achieve all that.
The concepts and team games within this book are invaluable and written in an easy to follow and fun format (My favourite is Tennis Shoe Alien). It has encouraged me to evolve as a trainer and given me the confidence to start devising my own ideals and team games.
This is the best book I have ever invested in and has paid off big time! A big thank you to the authors.
8 of 8 people found the following review helpful
Format:Paperback
I am a trainer and when I read this book I couldn't have any "Ahha, that is a good idea" type feeling. However it is well written and easy to read. I think it is ideal for a Customer Services supervisor who wants to add some flavor to his/her meetings with his/her team. There are of course 3-4 ideas that can be used broadly elsewhere.
8 of 8 people found the following review helpful
Format:Paperback
This book is filled with good games and workshop material for customer service training. It is organized well with each section including an activity, the purpose, materials, and discussion points. Professional Trainers of those who want to do training at there own company should buy this book.
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Most Recent Customer Reviews
useful
It is an interesting tool to use with professionals as well as with people in training programs.
Published 21 months ago by José Carvalho
Seemed too simple
Cannot say that this is a revelation for trainers with experience, however, it will be good for new facilitators and might be a reference/refresher/material for variations for more... Read more
Published on 20 Dec 2009 by M. Perfiljeva
too much to work with
it is a big book packed with stuff and I found it a bit too much to take in. The book I really can recommend on customer service and it is an enjoyable read too is Secret Service:... Read more
Published on 25 Sep 2009 by Lidy Benton
A useful way to train your people
Games are a great way to train people as the fun element helps the key learning points to be absorbed. Read more
Published on 17 Oct 2008 by Simon Hazeldine
Fantastic, I used most of the games with my students.
This book helped me through my first year teaching customer service. I found the games easy to follow and my students enjoyed them all, especially 'Tennis Shoe Alien'. Read more
Published on 12 May 2002
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