Customer Reviews

The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers

5 star:		(11)
4 star:		(1)
3 star:		(0)
2 star:		(0)
1 star:		(1)

 

 

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.

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!

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!

These workshops provide the results we want. They focus on 'being the best you can be' and really motivate people to excellence.

You can't beat it! It has all kinds of interesting processes to use. It is easy to use and very well written. It's a keeper!

I purchased this book after being asked to create a Customer Service Training class for a group of employees, and boy was it a lifesaver! I've been in the training field for almost 10 years and have never come across a book that was so customizeable. The topics were applicable but were far better than the usual customer service "speak." It even has handouts that can be downloaded from the publisher's website. It is a fantastic one stop shop! I give it two thumbs up! I'll be keeping this book forever and defintely recommending it to my colleagues.

Designing activities for training is a art, it's not easy. it takes long time to place year of experiences in a book of activities for developing competences. In my opinión it's has been Jeff Gee' succes. I feel his expertise in each activity.

Customer Service is key to any business and this book is a great tool for teaching people how to deliver great service.

Motorola Dealerships have increased their customer retention rate a full 12% with the help of training that we have delivered based on workshops from The Customer Service Tool Kit.

I am with United Airlines, and I recently went to LA for a meeting. I used one of the exercises at the meeting and it worked beautifully. I highly recommend this book.