The Customer Service Training Tool Kit PDF Download

Author: Val Gee
Publisher:
ISBN: 9780070248151
Category : Customer services
Languages : en
Pages : 365

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Book Description

Author: Val Gee
Publisher: McGraw Hill Professional
ISBN: 9780079137739
Category : Business & Economics
Languages : en
Pages : 390

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Book Description
Train your staff to provide great customer service in every situation! Now, with the help of these fun, motivational training activities, you can design and deliver a state-of-the-art customer service training program in a fraction of the time it would take to develop a program from scratch. This comprehensive tool kit contains 60 ready-to-use activities that can be used "as is" in short sessions of less than an hour or combined to create longer programs that you can tailor to the specific needs of your frontline employees. All of the activities--which range from provocative role-playing exercises to intriguing "What Would You Do In This Situation?" questionnaires--have been tested and proven highly effective in developing positive attitudes and customer-friendly behavior in service employees. What's more, participants in these sessions tend to enjoy them and look forward to them as they learn to: revitalize their energy on "bad days"; listen to customers with an open mind; bring empathy to all customer encounters; overcome barriers that inhibit problem solving; use words that inspire trust and confidence; pacify unhappy customers; end a conversation gracefully; find "win-win" solutions to all kinds of problems; and much, much more! Filled with reproducible participant handouts, worksheets, questionnaires, and overhead masters, this one-of-kind tool kit will help you put together a superb customer service training program with a minimum of effort.

Author: Alan Clardy
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814431143
Category : Business & Economics
Languages : en
Pages : 232

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Book Description
Most people learn best through experience. Yet new managers are often tossed on to the front lines with absolutely no experience handling the toughest challenges theyÆll face: people problems. The Management Training Tool Kit includes all the tools you need to prepare your managers for anything. It supplies real-life case studies and analysis exercises for troubleshooting problems such as plummeting morale, interpersonal conflict, decreased productivity, disruptive employees, sexual harassment claims, and more. This innovative training guide features: ò 35 succinct yet nuanced case studies that examine common challenges ò Probing discussion questions that help pinpoint core issues ò Practical solutions that can be put to use resolving problems ò Role-playing exercises that bring the case studies alive ò Guidelines that help trainers lead with skill and accuracy New managers will make mistakes. But The Management Training Tool Kit will help them overcome obstacles with skill and confidence.

Author: Colin Beard
Publisher: Kogan Page Publishers
ISBN: 0749459344
Category : Business & Economics
Languages : en
Pages : 288

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Book Description
The Experiential Learning Toolkit presents a diverse range of practical exercises based on the theory of experiential learning, which is concerned with learning through direct experience to create more effective, engaging and embedded learning. Author Colin Beard has compiled more than thirty internationally tried and tested learning 'experiences', which cover corporate training, individual and organizational development and education. Each experiential activity includes the essential practical information required to deliver the exercise. As well as design tips and further reading there are clear titles for each activity that highlight the underpinning core theoretical concepts. The Experiential Learning Toolkit includes a wide range of training needs and topics including: effective customer service training and telephone skills; outdoor learning, including service learning; negotiating and assertiveness skills; strategic and higher level thinking; effective presentation skills; developing innovative and creative minds. Trainers will find this an invaluable resource, with fresh approaches that will engage and inspire learners. The Experiential Learning Toolkit is a companion text to the internationally best-selling Experiential Learning by Colin Beard and John Wilson (also published by Kogan Page).

Author: Kimberly Devlin
Publisher: Association for Talent Development
ISBN: 1607284359
Category : Business & Economics
Languages : en
Pages : 266

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Book Description
Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions. Free tools and customization options The free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee. Browse the licensing options in the Custom Material License pricing menu. About the series The ATD Workshop Series is written for trainers by trainers, because no one knows workshops as well as the practitioners who have done it all. Each publication weaves in today's technology and accessibility considerations and provides a wealth of new content that can be used to create a training experience like no other. The series also includes Communication Skills Training, Leadership Training, Coaching Training, and New Supervisor Training.

Author: Lorraine L. Ukens
Publisher: John Wiley & Sons
ISBN: 0787994820
Category : Business & Economics
Languages : en
Pages : 397

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Book Description
101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization.

Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814417159
Category : Business & Economics
Languages : en
Pages : 225

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Book Description
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.

Author: Renee Evenson
Publisher: AMACOM
ISBN: 081443892X
Category : Business & Economics
Languages : en
Pages : 246

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Book Description
This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.

Author: Elisabeth Hansen
Publisher: BoD – Books on Demand
ISBN: 3749410763
Category : Business & Economics
Languages : en
Pages : 78

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Book Description
At SIETAR we want to encourage the development and application of knowledge, values and skills which enable effective intercultural relations at individual, group, organisation and community levels. Inspired by many discussions in the SIETAR network, the idea of publishing a collection of SIETAR intercultural training tools came to light. Many large intercultural organizations include a collection of articles, activities, and materials, and our intention was to create a consolidated resource of SIETAR members ́ favourite and most effective tools and methodologies. We proudly present the second edition of the SIETAR Europa Intercultural book series: SIETAR Europa Intercultural Training Tools. We learn best from what we teach! Every moment in a training setting is an opportunity for everyone in the room to reflect on and develop their own intercultural competencies. How we learn about navigating culture is shaped by our professions, travels, and personal interests. With this publication we want to support your learning environment by publishing selected go-to training activities from SIETARians for virtual or face-to-face teams that integrate modern technologies and emerging practice styles with materials and instructions. The book includes 29 activities divided into three sections: - Opening and Warm-up Activities - Feedback & Debriefing Activities - Teambuilding Activities

Author: Maxine Kamin
Publisher: Routledge
ISBN: 0750663634
Category : Business & Economics
Languages : en
Pages : 226

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Book Description
A practical, hands-on road map to help the reader quickly develop training in customer service. It offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions.