Author: Peggy Carlaw Publisher: McGraw Hill Professional ISBN: 0071501827 Category : Business & Economics Languages : en Pages : 226
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
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: Agatha C Hughes Publisher: Routledge ISBN: 1351723855 Category : Science Languages : en Pages : 178
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
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: Darryl S. Doane Publisher: Human Resource Development ISBN: 9780874257373 Category : Customer services Languages : en Pages : 274
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: Robert W. Pike Publisher: Human Resource Development ISBN: 0943210380 Category : Business & Economics Languages : en Pages : 120
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: Mary Scannell Publisher: McGraw Hill Professional ISBN: 0071775129 Category : Business & Economics Languages : en Pages : 254
Book Description
Get remote team members to interact as if they’re in the same room! Whether you’re videoconferencing with team members across the world or e-mailing a colleague sitting ten feet away, the truth is evident: technology has permanently altered the way we communicate. The virtual workplace can facilitate quicker decision making and reduced overhead. But the lack of face-to-face interaction can also impede trust, innovation, and creativity among team members. The Big Book of Virtual Team-Building Games is packed with games and activities for developing productive virtual teams across all digital platforms, including e-mail, mobile devices, web-based conferencing tools, and social media sites such as Facebook, Twitter, and Skype. The Big Book of Virtual Team-Building Games helps you: Build a greater sense of community and reduce conflict Increase levels of engagement Get the most out of more-introverted team members Boost team members’ productivity Make sure that the only thing separating your people is distance. The Big Book of Virtual Team-Building Games is just the tool you need to develop trusting relationships, foster clear communication, and use technology to enhance the team’s connections.
Author: Agatha C Hughes Publisher: Routledge ISBN: 1351723847 Category : Business & Economics Languages : en Pages : 186
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: Gary Kroehnert Publisher: McGraw Hill Professional ISBN: 9780074710500 Category : Business & Economics Languages : en Pages : 208
Book Description
Part of the Training Games series, this collection of activities is designed to promote structured workplace learning. Aimed at both the new and the experienced trainer, it presents a range of learning exercises that can be used in individual or team-training programs. It is suitable for trainers, facilitators, supervisors, and consultants.
Author: Susan J. Grosse Publisher: Human Kinetics ISBN: 1492583979 Category : Sports & Recreation Languages : en Pages : 285
Book Description
Lifeguard Training Activities and Games is a complete resource for aquatics managers or lifeguard supervisors responsible for conducting site-specific on-the-job training for lifeguards. The compilation of games, skill drills, activities, and guidance enhances training and conditioning of lifeguards and creates a high-performing staff. Throughout the book, the focus is on keeping activities fun and engaging to promote participation and ensure your lifeguards acquire the skills they need in order to take action in an emergency. The book contains more than 70 proven training activities divided into chapters by type of lifeguard skill. Each activity is short enough to be part of an in-service or class warm-up session. Most have variations, allowing for continued challenges of participants' performances through increasing levels of difficulty. The drills, games, and activities improve lifeguards' -general aquatic skills and physical fitness; -surveillance, emergency response, and rescue skills; and -teamwork and problem-solving skills. With this knowledge and training, you will be able to develop and maintain a high-performing lifeguard staff. Certification as a lifeguard is the first step in the overall training process. The real training begins on the job, and the responsibility for that training is left to the aquatics manager or lifeguard supervisor. Lifeguard Training Activities and Games makes that training fun, engaging, meaningful, and practical.
Author: Peggy Carlaw
Author: Renee Evenson
Author: Agatha C Hughes
Author: Maxine Kamin
Author: Darryl S. Doane
Author: Robert W. Pike
Author: Mary Scannell
Author: Agatha C Hughes
Author: Gary Kroehnert
Author: Susan J. Grosse