The Big Book of Customer Service Training Games PDF Download

Author: Peggy Carlaw
Publisher: McGraw Hill Professional
ISBN: 0071501827
Category : Business & Economics
Languages : en
Pages : 226

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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.

Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814416411
Category : Business & Economics
Languages : en
Pages : 239

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Book Description
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Author: Mary Scannell
Publisher: McGraw Hill Professional
ISBN: 0071781072
Category : Business & Economics
Languages : en
Pages : 256

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Book Description
Make training a game that everyone can win! Featuring activities and exercises designed for groups of any size, The Big Book of Low-Cost Training Games proves that training can still deliver outstanding results, even when you’re watching the bottom line. Whether you’re a trainer or facilitator, a group leader or manager, you’ll find the games in this book are excellent tools for building trust, exploring character, fostering collaboration, and demonstrating more effective communication techniques. Better still, with minimal props like index cards and markers, these activities are not just cost-effective but are also simple to set up and can be done virtually anywhere. From painless icebreakers to group challenges to meaningful community-building projects, The Big Book of Low-Cost Training Games is your winning game plan for maximizing group engagement and getting the most ROI from your training budget.

Author: Darryl S. Doane
Publisher: Human Resource Development
ISBN: 9780874257373
Category : Customer services
Languages : en
Pages : 274

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Book Description
Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Author: Agatha C Hughes
Publisher: Routledge
ISBN: 1351723855
Category : Science
Languages : en
Pages : 178

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Book Description
This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and "experts" in American society, led to a retrenchment, systems methods are still part of modern managerial practice.

Author: Maxine Kamin
Publisher: Routledge
ISBN: 0750663634
Category : Business & Economics
Languages : en
Pages : 226

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Book Description
A practical, hands-on road map to help the reader quickly develop training in customer service. It offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions.

Author: Robert W. Pike
Publisher: Human Resource Development
ISBN: 0943210380
Category : Business & Economics
Languages : en
Pages : 120

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Book Description
Annotation 101 of the best games from master trainier Bob Pike and the Creative Training Techniques newsletter. These classroom-tested games, activities, and exercises add spark and energy to your training sessions - and help your participant2s learn without even knowing it. Games and Activities cover topics such as: Openers and icebreakers Communication exercises Team-building activities Review and topic reinforcers ... and more!

Author: Gary Kroehnert
Publisher: McGraw-Hill/Spanish Imports
ISBN: 9780074707494
Category : Active learning
Languages : en
Pages : 0

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Book Description
"Gary Kroehnert, Australia's best-selling training author and consultant, has assembled a collection of 101 More Training Games for trainers and educational professionals. These games can be used to enhance simulations, role-plays and exercises for individuals and teams. Applications for the games now include: icebreakers and energisers; the development and refinement of team-building, communication, presentation, problem-solving, learning, perception, evaluation and self-management skills."--BOOK COVER.

Author: Agatha C Hughes
Publisher: Routledge
ISBN: 1351723847
Category : Business & Economics
Languages : en
Pages : 186

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Book Description
This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and "experts" in American society, led to a retrenchment, systems methods are still part of modern managerial practice.

Author: Brian Miller
Publisher: AMACOM
ISBN: 0814427693
Category : Business & Economics
Languages : en
Pages : 185

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Book Description
Eliminate the need for time or resources on formal training and get your teams up and running themselves--with only minutes of prep. Between workplace personnel being more culturally diverse than ever before, a generation of employees being raised attached to technology while avoiding human interaction, and an increasing culture of competitiveness that is constantly raising tensions between cubicles, it has become absolutely essential for managers to focus more on camaraderie and building team spirit. Now in its second edition, Quick Team-Building Activities for Busy Managers addresses the problems that drag down group productivity and helps teams: Collaborate successfully Cope with change Solve problems together Communicate better despite cultural and generational differences Boost creativit Leverage diversity Nurture healthy competition Each of the 50 team-building activities in this invaluable resource takes only minutes to prep and uses only everyday office items to get its point across. In just 15 minutes a day, the results will be immediate: sullen teams find sparkle, nervous teams gain confidence, teams of strangers get to know one another. There are even activities to help the virtual team! No one will be left out, and all with leave the activity feeling better about their team and their individual role within it.