The Big Book of Customer Service Training Games
ISBN / Product Code: 0070779740

The big book of customer service training games Quick, Fun Activities for Training Customer Service Reps, Salespeople , and Anyone Else Who Deals with Customers By: Peggy Carlaw & Vsdha Kathleen Deming (Item # 0070779740) Supervisors and Trainers: Turn your customer service reps. into your company's biggest asset! . . Know how to create rapport with the customer or client . Recognize and respond to the needs of every customer .

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.

Table of Contents

	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

Title:	The Big Book of Customer Service Training Games
Subject:	Customer Service
Author:	Peggy Carlaw & Vsdha Kathleen Deming
ISBN:	0070779740
Publisher:	McGraw-Hill
Media:	Book Softcover

To Learn More Or to Purchase  The Big Book of Customer Service Training Games ISBN:  0070779740

 

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