The Big Book of Customer Service Training Games

Peggy Carlaw, Vasudha Kathleen Deming

Anno: 2006
Rilegatura: Paperback / softback
Pagine: 209 p.
Testo in English
Dimensioni: 234 x 183 mm
Peso: 402 gr.
  • EAN: 9780077114763
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Descrizione

Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude: speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and other essentials to successfully provide great front line customer service.