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7 of 7 people found the following review helpful
on July 14, 2000
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.
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4 of 4 people found the following review helpful
on July 19, 2000
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!
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3 of 3 people found the following review helpful
on July 10, 2000
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!
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2 of 2 people found the following review helpful
on November 26, 2007
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.
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2 of 2 people found the following review helpful
on July 13, 2000
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.
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2 of 2 people found the following review helpful
on July 13, 2000
These workshops provide the results we want. They focus on 'being the best you can be' and really motivate people to excellence.
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2 of 2 people found the following review helpful
on July 10, 2000
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!
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1 of 1 people found the following review helpful
on July 24, 2006
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.
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3 of 4 people found the following review helpful
on July 12, 2000
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.
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on January 19, 2007
The 60 activities provide a lot of ideas. Some of the activities need to be updated or reworked to make them more applicable to current markets. The book really helps in getting some ideas ready for the training meetings I conduct.
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