The Big Book of Customer Service Training Games
Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals with Customers (Big Book Series)
|Format:||Paperback / softback, 209 pages|
|Other Information: ||illustrations|
|Published In: ||United States, 01 October 1998|
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.
Table of Contents
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?
About the Author
Peggy Carlaw is the founder and president of Impact Learning Systems International, a training and consulting company based in California. Vasudha Kathleen Deming is an instructional designer and training consultant specializing in customer service and technical support.
|Publisher: ||McGraw-Hill Professional|
|Dimensions: ||23.47 x 18.64 x 1.5 centimeters (0.39 kg)|