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The Customer Service Trainign Tool Kit: 40 Training Activities for Customer Service Trainers [Kindle Edition]

Jeff Gee , Val Gee , Valerie Gee

Kindle Price: £74.04 includes VAT* & free wireless delivery via Amazon Whispernet
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Book Description

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.

Product Description

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 the Author

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.

Product details

  • Format: Kindle Edition
  • File Size: 3477 KB
  • Print Length: 380 pages
  • Simultaneous Device Usage: Up to 4 simultaneous devices, per publisher limits
  • Publisher: McGraw-Hill; 1 edition (31 Dec. 1999)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • ASIN: B000PY3DX2
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Not Enabled
  • Amazon Bestsellers Rank: #1,153,271 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com: 4.6 out of 5 stars  15 reviews
7 of 7 people found the following review helpful
5.0 out of 5 stars Just Right For My Audience 14 July 2000
By A Customer - Published on Amazon.com
Format:Hardcover
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.
4 of 4 people found the following review helpful
5.0 out of 5 stars Ties in well with Super Service 19 July 2000
By A Customer - Published on Amazon.com
Format:Hardcover
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!
3 of 3 people found the following review helpful
5.0 out of 5 stars You can't beat it 10 July 2000
By A Customer - Published on Amazon.com
Format:Hardcover
This is the best Customer Service training book I have ever encountered. It has training process from a couple of hours to one-day. The processes cover every aspect of customer service, from listening skills, probing, how to deal with angry customers, telephone skills and more. It is definately worth the money!
2 of 2 people found the following review helpful
5.0 out of 5 stars Incredible Book! 26 Nov. 2007
By Tavia N. Bowers - Published on Amazon.com
Format:Hardcover
I purchased this book after being asked to create a Customer Service Training class for a group of employees, and boy was it a lifesaver! I've been in the training field for almost 10 years and have never come across a book that was so customizeable. The topics were applicable but were far better than the usual customer service "speak." It even has handouts that can be downloaded from the publisher's website. It is a fantastic one stop shop! I give it two thumbs up! I'll be keeping this book forever and defintely recommending it to my colleagues.
2 of 2 people found the following review helpful
5.0 out of 5 stars Increased Customer Retention 13 July 2000
By A Customer - Published on Amazon.com
Format:Hardcover
Motorola Dealerships have increased their customer retention rate a full 12% with the help of training that we have delivered based on workshops from The Customer Service Tool Kit.
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