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"I think that one possible definition of our modern culture is that it is one in which nine-tenths of our intellectuals can't read any poetry."
- Randall Jarrell
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| | The Big Book of Customer Service Training Games:
Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals with Customers
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| | by Peggy Carlaw, Vasudha K. Deming
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ZIN Product Number: 10012784
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| | | |  | | | Product Details
 Format: Paperback, 209 pages
Publisher: McGraw-Hill Companies, The
ISBN: 0070779740
Release Date: Jan 4, 1999
Average Reader Review:  (Based on 1 review.)
| |  | | | From The Publisher
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. 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.
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 | | | | | Number of Reviews: 1 Average Rating:
Great Training Book
-- Paula Comm, a senior consultant from Illinois, November 14, 2000
| |  | | | | Acknowledgments | | | Introduction | | | Ch. 1 | It's Who You Are: Games for Developing a Customer-Focused Attitude | 1 | | Ch. 2 | What You Say and How You Say It: Verbal and Vocal Skills for Customer Service Success | 23 | | Ch. 3 | Make the Connection: Training Games for Telephone Success | 45 | | Ch. 4 | Here's Looking at You: Games for Excellence in the Face-to-Face Service Environment | 67 | | Ch. 5 | Make It a Great Day: Games for Establishing Rapport with Every Customer | 87 | | Ch. 6 | Stop, Look, and Listen: Games for Focusing on the Customer's Needs | 109 | | Ch. 7 | The Sky's the Limit: Creative Ways to Customize Your Service | 137 | | Ch. 8 | When the Going Gets Tough: Games for Dealing with Difficult Customers | 155 | | Ch. 9 | Wait! That's Not All: Techniques to Up-sell and Cross-sell for Ultimate Customer Satisfaction | 171 | | Ch. 10 | What About Us?: Games for Improving Service to Your Internal Customers | 191 |
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All Topics > Business & Investing > Management & Leadership > Training
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| | | | | | Keywords
Business/Economics, Business / Economics / Finance, Business & Economics, Training, Human Resources & Personnel Management, Customer Service
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