The Customer Service Training Tool Kit by Val GeeThe Customer Service Training Tool Kit by Val Gee

The Customer Service Training Tool Kit

byVal Gee, Jeff Gee

Paperback | December 13, 1999

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The Customer Service Training Tool Kit contains 40 activities designed to make customer service training more fun, engaging, & behavior-changing for customer service reps. Trainers can use group activities, role plays, questionnaires, & other exercises "as is" in 30-60 minute training modules or combine them to create longer training programs. The book is full of reproducible participant handouts, worksheets, questionnaires, & overhead masters to make the trainer's job easy. Trainers who, as part of their customer training program, want to give to each participant a brief, motivational handbook reinforcing many of the ideas behind the training activities can obtain copies of the authors' accompanying book, Super service, The Customer Service Training Tool Kit makes it easy for a trainer to design & deliver great customer service training at a fraction of the time it would take to develop a program from scratch.
Val Gee is an instructional designer, an ordained priest, and a regular contributor to Training magazine.
Title:The Customer Service Training Tool KitFormat:PaperbackDimensions:365 pages, 11.3 × 8.8 × 1 inPublished:December 13, 1999Publisher:McGraw-Hill EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0079137733

ISBN - 13:9780079137739


Table of Contents

Activity 1: Why Should I Give Super Service?

Activity 2: Moments of Truth.

Activity 3: How to Revitalize My Energy.

Activity 4: Super Service Self-Assessment.

Activity 5: How Do I Feel About My Customers?

Activity 6: Identifying External and Internal Customers.

Activity 7: Serving Your Best When Feeling Your Worst.

Activity 8: How to Show a Desire to Serve.

Activity 9: Who Teaches Me Super Service?

Activity 10: Affirmations.

Activity 11: How to Take Responsibility

Activity 12: Clear a Space in My Life.

Activity 13: How to Walk My Talk.

Activity 14: The Right Attitude.

Activity 15: Preparing for a Customer Interaction.

Activity 16: Maintaining a Positive Frame of Mind.

Activity 17: Understand the Customer's Needs.

Activity 18: How to Listen with an Open Mind.

Activity 19: Visualization Technique.

Activity 20: How to Use Open and Closed Questions.

Activity 21: Verify and Clarify Needs.

Activity 22: Barriers That Inhibit Problem Solving.

Activity 23: Honesty as a Tool.

Activity 24: Work Together.

Activity 25: How to Give Information.

Activity 26: Product Profile From a Customer Perspective.

Activity 27: How to Give Unwelcome Information.

Activity 28: Acknowledge the Customer's Feelings.

Activity 29: When to Call In the Manager.

Activity 30: Reach Agreement.

Activity 31: Win-Win Solutions.

Activity 32: Build on the Customer's Proposal.

Activity 33: Being Creative.

Activity 34: Tactfully Redirect.

Activity 35: How Not to Give Away the Shop.

Activity 36: Check Understanding.

Activity 37: Standard Operating Procedure.

Activity 38: Manage Expectations.

Activity 39: Helping Customers Be Profitable.

Activity 40: Putting Yourself Into It.

Activity 41: Take Action.

Activity 42: Behavior Is What Customers Remember.

Activity 43: When the Company Is Used as an Excuse for Bad Action.

Activity 44: Build on Satisfaction.

Activity 45: Who Benefits?

Activity 46: Be Helpful.

Activity 47: On the Front Line.

Activity 48: Promises, Promises.

Activity 49: How to Handle an Unhappy Customer.

Activity 50: How to Defuse Unhappy Customers.

Activity 51: Venting.

Activity 52: Ways to Overcome Barriers.

Activity 53: The Irate Customer.

Activity 54: Selling Skills.

Activity 55: Energy for Selling.

Activity 56: The Telephone.

Activity 57: How to Transfer a Call.

Activity 58: How to Take an Accurate Message.

Activity 59: Using the Phone with a Computer.

Acitivit 60: How to Avoid Stress and Burnout.

From Our Editors

Describing 40 time-saving training activities, The Customer Service Training Tool Kit can make training easier and more effective. Ideal for every kind of customer service rep and packed with group activities, questionnaires and exercises, it covers all the basics. There's also an instructive section on the cost of a lost customer, transferring calls gracefully and defusing angry customers.