The Big Book of Customer Service Training Games
The Big Book of Customer Service Training Games

Author: Peggy Carlaw

Publisher: McGraw Hill Professional

Published: 1998-09-22

Total Pages: 226

ISBN-13: 0071501827

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Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.

Big Book of Low-Cost Training Games: Quick, Effective Activities that Explore Communication, Goal Setting, Character Development, Teambuilding, and
Big Book of Low-Cost Training Games: Quick, Effective Activities that Explore Communication, Goal Setting, Character Development, Teambuilding, and

Author: Mary Scannell

Publisher: McGraw Hill Professional

Published: 2012-06-01

Total Pages: 257

ISBN-13: 0071781072

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Make training a game that everyone can win! Featuring activities and exercises designed for groups of any size, The Big Book of Low-Cost Training Games proves that training can still deliver outstanding results, even when you’re watching the bottom line. Whether you’re a trainer or facilitator, a group leader or manager, you’ll find the games in this book are excellent tools for building trust, exploring character, fostering collaboration, and demonstrating more effective communication techniques. Better still, with minimal props like index cards and markers, these activities are not just cost-effective but are also simple to set up and can be done virtually anywhere. From painless icebreakers to group challenges to meaningful community-building projects, The Big Book of Low-Cost Training Games is your winning game plan for maximizing group engagement and getting the most ROI from your training budget.

Big Book of Virtual Teambuilding Games: Quick, Effective Activities to Build Communication, Trust and Collaboration from Anywhere!
Big Book of Virtual Teambuilding Games: Quick, Effective Activities to Build Communication, Trust and Collaboration from Anywhere!

Author: Mary Scannell

Publisher: McGraw Hill Professional

Published: 2011-12-16

Total Pages: 254

ISBN-13: 0071775129

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Get remote team members to interact as if they’re in the same room! Whether you’re videoconferencing with team members across the world or e-mailing a colleague sitting ten feet away, the truth is evident: technology has permanently altered the way we communicate. The virtual workplace can facilitate quicker decision making and reduced overhead. But the lack of face-to-face interaction can also impede trust, innovation, and creativity among team members. The Big Book of Virtual Team-Building Games is packed with games and activities for developing productive virtual teams across all digital platforms, including e-mail, mobile devices, web-based conferencing tools, and social media sites such as Facebook, Twitter, and Skype. The Big Book of Virtual Team-Building Games helps you: Build a greater sense of community and reduce conflict Increase levels of engagement Get the most out of more-introverted team members Boost team members’ productivity Make sure that the only thing separating your people is distance. The Big Book of Virtual Team-Building Games is just the tool you need to develop trusting relationships, foster clear communication, and use technology to enhance the team’s connections.

Customer Service Training 101
Customer Service Training 101

Author: Renee Evenson

Publisher: AMACOM Div American Mgmt Assn

Published: 2011

Total Pages: 239

ISBN-13: 0814416411

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Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

The Big Book of Sales Games
The Big Book of Sales Games

Author: Peggy Carlaw

Publisher: McGraw-Hill Education

Published: 1999

Total Pages: 244

ISBN-13: 9780071343367

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Another book in the bestselling "Big Book of Business Games Series,"The Big Book of Sales Games delivers dozens of 5-20 minute games and activities designed to motivate salespeople, teach key selling principles, or just liven up a sales meeting.

The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration
The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration

Author: Mary Scannell

Publisher: McGraw Hill Professional

Published: 2010-05-28

Total Pages: 240

ISBN-13: 0071743669

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Make workplace conflict resolution a game that EVERYBODY wins! Recent studies show that typical managers devote more than a quarter of their time to resolving coworker disputes. The Big Book of Conflict-Resolution Games offers a wealth of activities and exercises for groups of any size that let you manage your business (instead of managing personalities). Part of the acclaimed, bestselling Big Books series, this guide offers step-by-step directions and customizable tools that empower you to heal rifts arising from ineffective communication, cultural/personality clashes, and other specific problem areas—before they affect your organization's bottom line. Let The Big Book of Conflict-Resolution Games help you to: Build trust Foster morale Improve processes Overcome diversity issues And more Dozens of physical and verbal activities help create a safe environment for teams to explore several common forms of conflict—and their resolution. Inexpensive, easy-to-implement, and proved effective at Fortune 500 corporations and mom-and-pop businesses alike, the exercises in The Big Book of Conflict-Resolution Games delivers everything you need to make your workplace more efficient, effective, and engaged.

The Big Book of Humorous Training Games
The Big Book of Humorous Training Games

Author: Doni Tamblyn

Publisher: McGraw Hill Professional

Published: 2000-07-18

Total Pages: 300

ISBN-13: 0071504044

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To produce changes that last beyond the classroom, training games must engage restless audiences, keep them interestedand make learning fun! The Big Book of Humorous Training Games uses witty, engaging games to create memorable lessons in numerous basic training topics, including customer service, teambuilding, creative problem solving, time management, and more. Step-by-step instructions work with dozens of reproducible handouts and worksheets help trainers and speakers minimize preparation timeand maximized training success.

The Big Book of Team Coaching Games: Quick, Effective Activities to Energize, Motivate, and Guide Your Team to Success
The Big Book of Team Coaching Games: Quick, Effective Activities to Energize, Motivate, and Guide Your Team to Success

Author: Mary Scannell

Publisher: McGraw Hill Professional

Published: 2013-07-19

Total Pages: 241

ISBN-13: 0071813012

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The fun and effective way to BOOST ENGAGEMENT and PRODUCTIVITY Teams that enjoy working together operate on a whole different energy level than teams that don't. They break down silos. They build stronger relationships. They retain what they have learned. And THEY DRIVE RESULTS. The Big Book of Team Coaching Games provides the structure and games you need to build and manage powerful teams. Packed with dozens of physical and verbal activities, it leads you step-by-step through the process of teaching team members how to identify their values, leverage their strengths, and reach their goals--and have fun while they’re doing it! Nothing can stop the momentum of a team that wants to get things done. The Big Book of Team Coaching Games is the ideal playbook for making sure your teams contribute more than their share to the bottom line.

Customer Service Management Training 101
Customer Service Management Training 101

Author: Renee Evenson

Publisher: AMACOM Div American Mgmt Assn

Published: 2011

Total Pages: 225

ISBN-13: 0814417159

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Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.

50 Activities for Achieving Excellent Customer Service
50 Activities for Achieving Excellent Customer Service

Author: Darryl S. Doane

Publisher: Human Resource Development

Published: 2003

Total Pages: 274

ISBN-13: 9780874257373

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Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.