The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers [Hardcover]

Jeff Gee (Author), Val Gee (Author)

Book Description

Publication Date: January 2000

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.

Editorial Reviews

About the Author

Val Gee is an instructional designer, an ordained priest, and a regular contributor to Training magazine. Jeff Gee is a popular motivational speaker and trainer with over 20 years' experience.

Product Details

• Hardcover: 365 pages
• Publisher: McGraw-Hill Companies; 1 edition (January 2000)
• Language: English
• ISBN-10: 0079137733
• ISBN-13: 978-0079137739
• Product Dimensions: 11.2 x 8.8 x 1 inches
• Shipping Weight: 2.8 pounds (View shipping rates and policies)
• Average Customer Review: 4.6 out of 5 stars  See all reviews (13 customer reviews)
• Amazon Best Sellers Rank: #577,050 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

6 of 6 people found the following review helpful:

5.0 out of 5 stars Just Right For My Audience, July 14, 2000

By A Customer

This review is from: The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers (Hardcover)

I liked the 'find the activity that's just right for your audience' at the very beginning of the book. I picked the 'moments of truth' activity. A Moment of Truth is defined as an opportunity for the customer to form a positive or negative impression of you/and your company. It was a 3 hour workshop that centered around the idea that "every interaction with an internal or an external customer impacts the business one way or another." We discussed how the group can improve each Moment of Truth.

4 of 4 people found the following review helpful:

5.0 out of 5 stars Ties in well with Super Service, July 19, 2000

By A Customer

This review is from: The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers (Hardcover)

It's not every day that a training book 'ties' in with another book by the same authors. All the activities in The Customer Service Training Tool Kit are discussed in more detail in Super Service, so I was able to give my people a copy of Super Service to take away with them. This way, the learning continues!

3 of 3 people found the following review helpful:

5.0 out of 5 stars You can't beat it, July 10, 2000

By A Customer

This review is from: The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers (Hardcover)

This is the best Customer Service training book I have ever encountered. It has training process from a couple of hours to one-day. The processes cover every aspect of customer service, from listening skills, probing, how to deal with angry customers, telephone skills and more. It is definately worth the money!