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The Big Book of Customer Service Training Games

The Big Book of Customer Service Training Games PDF Author: Peggy Carlaw
Publisher: McGraw-Hill Education
ISBN: 9780070779747
Category : Business & Economics
Languages : en
Pages : 224

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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.

The Big Book of Customer Service Training Games

The Big Book of Customer Service Training Games PDF Author: Peggy Carlaw
Publisher: McGraw-Hill Education
ISBN: 9780070779747
Category : Business & Economics
Languages : en
Pages : 224

View

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.

The Big Book of Customer Service Training Games

The Big Book of Customer Service Training Games PDF Author: Peggy Carlaw
Publisher:
ISBN: 9780077114763
Category : Customer services
Languages : en
Pages : 209

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Book Description
Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude: speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and other essentials to successfully provide great front line customer service.

The Big Book of Customer Service Training Games

The Big Book of Customer Service Training Games PDF Author: Peggy Carlaw
Publisher: McGraw Hill Professional
ISBN: 0071501827
Category : Business & Economics
Languages : en
Pages : 209

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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.

The Big Book of Humorous Training Games

The Big Book of Humorous Training Games PDF Author: Doni Tamblyn
Publisher: McGraw Hill Professional
ISBN: 0071504044
Category : Business & Economics
Languages : en
Pages : 279

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Book Description
To produce changes that last beyond the classroom, training games must engage restless audiences, keep them interestedand make learning fun! The Big Book of Humorous Training Games uses witty, engaging games to create memorable lessons in numerous basic training topics, including customer service, teambuilding, creative problem solving, time management, and more. Step-by-step instructions work with dozens of reproducible handouts and worksheets help trainers and speakers minimize preparation timeand maximized training success.

Customer Service Intelligence

Customer Service Intelligence PDF Author: Lynn Van Der Wagen
Publisher: Routledge
ISBN: 075068190X
Category : Business & Economics
Languages : en
Pages : 187

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Book Description
Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer's toolkit. Concepts such as: • emotional intelligence • behaviour modification • role modelling • dimensions of procedure and conviviality • expectancy theory • socio-cultural concepts of (service) community • customer service as dynamic 'object' in activity theory • Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.

Customer Service Intelligence

Customer Service Intelligence PDF Author: Merilynn Van Der Wagen
Publisher: Routledge
ISBN: 1136412352
Category : Business & Economics
Languages : en
Pages : 208

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Book Description
Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer’s toolkit. Concepts such as: • emotional intelligence • behaviour modification • role modelling • dimensions of procedure and conviviality • expectancy theory • socio-cultural concepts of (service) community • customer service as dynamic 'object' in activity theory • Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.

The Big Book of Motivation Games

The Big Book of Motivation Games PDF Author: Robert Epstein
Publisher: McGraw Hill Professional
ISBN: 0071660267
Category : Business & Economics
Languages : en
Pages : 224

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Book Description
This addition to the best-selling Big Book of Business Games Series is packed with over 40 original games and exercises managers can use to motivate their teams—and themselves. The Big Book of Motivational Games presents managers with a variety of games that can be customized to suit their specific needs and group size. The book provides games designed to: - Stop Procrastination - Beat burnout - Fight boredom - Boost performance - Overcome failure

Customer Service for Hospitality and Tourism

Customer Service for Hospitality and Tourism PDF Author: Simon Hudson
Publisher: Goodfellow Publishers Ltd
ISBN: 1915097150
Category : Business & Economics
Languages : en
Pages : 324

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Book Description
A fully updated new edition of this bestselling text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. With 10 new international cases focusing on how some in the hospitality sector have adapted – and thrived - during the COVID-19 pandemic.

Customer Service in Tourism and Hospitality

Customer Service in Tourism and Hospitality PDF Author: Simon Hudson
Publisher: Goodfellow Publishers Ltd
ISBN: 1908999357
Category : Business & Economics
Languages : en
Pages : 306

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Book Description
Provides the ‘whys’ and ‘hows’of customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more.

Employee Development on a Shoestring

Employee Development on a Shoestring PDF Author: Halelly Azulay
Publisher: American Society for Training and Development
ISBN: 1562868004
Category : Business & Economics
Languages : en
Pages : 240

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Book Description

Developing motivated, competent employees is critical to the success of every organisation. Employee Development on a Shoestring provides time-bound and budget-strapped managers with the implementation tools and techniques to develop their team members cost-effectively using organic opportunities found all around their workplace. With real-life examples, case studies, and hands-on worksheets and exercises, Employee Development on a Shoestring is a tremendous asset for everyone interested in developing highly competent, engaged, and skilled workers in a variety of creative and immediately available ways outside the training classroom and ‘outside the box’.