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Product Details
- Hardcover 220 pages (October 1998)
- Publisher: McGraw-Hill Education
- Language: English
- ISBN: 0070779740
- Amazon.co.uk Sales Rank: 6,669
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Amazon: UK - USA - FR - DE
Editorial Reviews
Book 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.
Synopsis
This text is designed for anyone who manages front line service workers. It details engaging games that help to train flight attendants, salespeople, customer service reps, help desk personnel and others. Most of the games take 15-30 minutes and include reproducible handouts.
Book Info
Quick, fun activities for training customer service Reps, salespeople, & anyone else who deals with customers. Paper.
Customerl Reviews
THE book to begin a carrer training customer service skills, February 21, 2001
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Reviewer: A reader from Great Britain | 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.
A Must for All Organizations, March 13, 2005
Reviewer: Detroit Health Care CFO (Rochester Hills, MI USA)
This book is fantastic. I use this book to train my staff, as well as myself, in Customer Service.
We love playing the Games in the book. This book makes Customer Service training fun. The feedback from my staff was absolutely positive. The training also helped us become much closer as a department, and as a group of human beings.
The Games training has been so successful, we are now looking at rolling it out throughout the rest of the organization!
Related article:
Customer Service for Trainers (UK Training News)
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