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.

"From seasoned veterans to first-timers, any instructor, trainer, manager, consultant, or coach charged with improving customer service will find The Customer Service Activity Book a powerful resource. The activities can easily be used as a complete customer service training program or customized and used individually to address areas of concern. The Customer Service Activity Book presents an array of dynamic and engaging activities that: * Reinforce what good customer service is -- and is not * Demonstrate how to work together most constructively and efficiently * Prove the value and the importance of ""sharing the load"" * Show how to increase productivity and performance while enhancing relationships with customers Assembling 20 years of sales and customer service experiences in a wide variety of industries, The Customer Service Activity Book is a treasure trove of exercises for enhancing the quality of any customer service training program."

A complete selection of training activities for teaching others the process of accepting change, demonstrating the need for change, reducing conflict, improving communication skills and more.

Practical techniques to help you learn how to turn angry customers into lifelong clients and keep the valued customers you already have.

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.

This is the first in a series focusing on women who want to develop their personal and professional lives. Written by everyday heroines, each chapter contains a true personal story of inspiration, of hope, of overcoming life's challenges, and the discovery that our greatest potential is within ourselves.

Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation