Download or read book The Customer Service Training Tool Kit written by Val Gee and published by . This book was released on 2000 with total page 365 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Customer Service Training Tool Kit written by Val Gee and published by McGraw Hill Professional. This book was released on 1999-12-13 with total page 390 pages. Available in PDF, EPUB and Kindle. Book excerpt: Train your staff to provide great customer service in every situation! Now, with the help of these fun, motivational training activities, you can design and deliver a state-of-the-art customer service training program in a fraction of the time it would take to develop a program from scratch. This comprehensive tool kit contains 60 ready-to-use activities that can be used "as is" in short sessions of less than an hour or combined to create longer programs that you can tailor to the specific needs of your frontline employees. All of the activities--which range from provocative role-playing exercises to intriguing "What Would You Do In This Situation?" questionnaires--have been tested and proven highly effective in developing positive attitudes and customer-friendly behavior in service employees. What's more, participants in these sessions tend to enjoy them and look forward to them as they learn to: revitalize their energy on "bad days"; listen to customers with an open mind; bring empathy to all customer encounters; overcome barriers that inhibit problem solving; use words that inspire trust and confidence; pacify unhappy customers; end a conversation gracefully; find "win-win" solutions to all kinds of problems; and much, much more! Filled with reproducible participant handouts, worksheets, questionnaires, and overhead masters, this one-of-kind tool kit will help you put together a superb customer service training program with a minimum of effort.
Download or read book Customer Service Training written by Kimberly Devlin and published by Association for Talent Development. This book was released on 2015-08-17 with total page 266 pages. Available in PDF, EPUB and Kindle. Book excerpt: Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions. Free tools and customization options The free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee. Browse the licensing options in the Custom Material License pricing menu. About the series The ATD Workshop Series is written for trainers by trainers, because no one knows workshops as well as the practitioners who have done it all. Each publication weaves in today's technology and accessibility considerations and provides a wealth of new content that can be used to create a training experience like no other. The series also includes Communication Skills Training, Leadership Training, Coaching Training, and New Supervisor Training.
Download or read book The Management Training Tool Kit written by Alan Clardy and published by AMACOM Div American Mgmt Assn. This book was released on 2012-06-29 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most people learn best through experience. Yet new managers are often tossed on to the front lines with absolutely no experience handling the toughest challenges theyÆll face: people problems. The Management Training Tool Kit includes all the tools you need to prepare your managers for anything. It supplies real-life case studies and analysis exercises for troubleshooting problems such as plummeting morale, interpersonal conflict, decreased productivity, disruptive employees, sexual harassment claims, and more. This innovative training guide features: ò 35 succinct yet nuanced case studies that examine common challenges ò Probing discussion questions that help pinpoint core issues ò Practical solutions that can be put to use resolving problems ò Role-playing exercises that bring the case studies alive ò Guidelines that help trainers lead with skill and accuracy New managers will make mistakes. But The Management Training Tool Kit will help them overcome obstacles with skill and confidence.
Download or read book 101 Ways to Improve Customer Service written by Lorraine L. Ukens and published by John Wiley & Sons. This book was released on 2007-07-13 with total page 397 pages. Available in PDF, EPUB and Kindle. Book excerpt: 101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.
Download or read book The Big Book of Customer Service Training Games written by Peggy Carlaw and published by McGraw Hill Professional. This book was released on 1998-09-22 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM. This book was released on 2017-12-14 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.
Download or read book Customer Service Training written by Maxine Kamin and published by Routledge. This book was released on 2006 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Service Training A Complete Guide 2020 Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2019-09-19 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: How valued will customers feel if you remember them? What can you do to make sure your self-service customers are satisfied? What Is Customer Service Attitude? How long would your organization be in existence without a profit? Are you investing in regular customer service training, and is it working? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Service Training investments work better. This Customer Service Training All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Customer Service Training Self-Assessment. Featuring 950 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Service Training improvements can be made. In using the questions you will be better able to: - diagnose Customer Service Training projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Customer Service Training and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Customer Service Training Scorecard, you will develop a clear picture of which Customer Service Training areas need attention. Your purchase includes access details to the Customer Service Training self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Customer Service Training Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Download or read book Customer Service Games for Trainers written by Graham Roberts-Phelps and published by Gower Publishing Company, Limited. This book was released on 2000-01-01 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: An eclectic collection of simple games, exercises and activities covering every aspect of customer service skills and the service process. They are intended as an addition to the service trainer's toolkit for preparing team meetings and customer service training sessions.
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Service Training for Managers and Supervisors written by Customer Service Training Institute and published by . This book was released on 2013-07-20 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: The manager and supervisor play a critical role in determining the type of experience the customer has and what kind of attitude the employees have towards the customer.Managers and supervisors set the tone for how customers are treated and how situations and problems are handled. If they act incorrectly, or exhibit the wrong type of behavior, employees might assume that is the correct way to behave with customers.Even more important, the manager and supervisor are examples of how the company and its management feels towards the customer. How our management team reacts to customer problems and issues will shape the employee attitude as well.Customer Service Training for Managers & Supervisors shows the manager and supervisor how to interact with employees and how to train others on the best way to interact with customers.Learn how to set the right example for others, train others to provide the best service and create the very best customer focused department for our customers.Customer Service Training for Managers and Supervisors is the perfect resources for all managers and supervisors. It will provide the critical skills and information necessary for you to perform at your very best.
Download or read book The Customer Service Survival Kit written by Richard S. Gallagher and published by AMACOM Div American Mgmt Assn. This book was released on 2013 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: * The power of leaning into criticism * Trigger phrases that can make bad situations worse * The secret to helping people feel deeply heard in a crisis * How to use the divide-and-conquer approach to safely deliver bad news * Indispensable problem-solving tools * How to become immune to intimidation * How to wrap up transactions so that customers are happy * And more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer-the key to radical improvements in every organization.
Download or read book Customer Service in Your Organisation written by Sarah Cook and published by . This book was released on 2008-11 with total page 339 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Service Basics written by Customer Service Training Institute and published by . This book was released on 2013-07-13 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Basics provides the reader with the background and information required to understand exactly what is customer service, what is good customer service, and how we can deliver exceptional customer service.Learn how customer relations, internal customers, customer service policy, and customer service education all fit together within the customer service experience.Learn the importance of customer service strategy as well as customer service communication and the roles they play in forming the level of service your organization will provide.Individuals and companies alike will learn what makes up quality customer service as well as exactly what is customer services and how it will affect your customers.
Download or read book The Customer Service Toolkit written by Stuart Emmett and published by . This book was released on 2010 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: A concise guide to successful and productive customer service - one of the popular series of Business Toolkits designed to offer quick solutions to busy managers.
