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The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers Hardcover – December 13, 1999

by Jeff Gee (Author),
Val Gee (Author)
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Val Gee (Author)
4.6 out of 5 stars 16 customer reviews
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Frequently Bought Together

  • The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers
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Product Details

  • Hardcover: 365 pages
  • Publisher: McGraw-Hill Education; 1 edition (December 13, 1999)
  • Language: English
  • ISBN-10: 0079137733
  • ISBN-13: 978-0079137739
  • Product Dimensions: 8.6 x 1.1 x 11 inches
  • Shipping Weight: 2.8 pounds (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (16 customer reviews)
  • Amazon Best Sellers Rank: #1,301,705 in Books (See Top 100 in Books)

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Customer Reviews

Top Customer Reviews

5.0 out of 5 starsJust Right For My Audience
By A Customer on July 14, 2000
Format: 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.
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5.0 out of 5 starsTies in well with Super Service
By A Customer on July 19, 2000
Format: 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!
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5.0 out of 5 starsYou can't beat it
By A Customer on July 10, 2000
Format: 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!
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5.0 out of 5 starsIncredible Book!
By Tavia N. Bowers on November 26, 2007
Format: Hardcover
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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5.0 out of 5 starsIncreased Customer Retention
By A Customer on July 13, 2000
Format: Hardcover
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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5.0 out of 5 starsBe The Best You Can Be
By A Customer on July 13, 2000
Format: Hardcover
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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5.0 out of 5 starsGreat Value
By A Customer on July 10, 2000
Format: Hardcover
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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5.0 out of 5 starsVery useful
By Ivan Sanchez on July 24, 2006
Format: Hardcover
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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