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The Big Book Of Customer Service Training Games
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Book Synopsis The Big Book of Customer Service Training Games by : Peggy Carlaw
Download or read book The Big Book of Customer Service Training Games written by Peggy Carlaw and published by McGraw Hill Professional. This book was released on 1998-09-22 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Big Book of Low-Cost Training Games: Quick, Effective Activities that Explore Communication, Goal Setting, Character Development, Teambuilding, and by : Mary Scannell
Download or read book Big Book of Low-Cost Training Games: Quick, Effective Activities that Explore Communication, Goal Setting, Character Development, Teambuilding, and written by Mary Scannell and published by McGraw Hill Professional. This book was released on 2012-06-01 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Big Book of Virtual Teambuilding Games: Quick, Effective Activities to Build Communication, Trust and Collaboration from Anywhere! by : Mary Scannell
Download or read book Big Book of Virtual Teambuilding Games: Quick, Effective Activities to Build Communication, Trust and Collaboration from Anywhere! written by Mary Scannell and published by McGraw Hill Professional. This book was released on 2011-12-16 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Customer Service Training 101 by : Renee Evenson
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration by : Mary Scannell
Download or read book The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration written by Mary Scannell and published by McGraw Hill Professional. This book was released on 2010-05-28 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis The Big Book of Sales Games by : Peggy Carlaw
Download or read book The Big Book of Sales Games written by Peggy Carlaw and published by McGraw-Hill Education. This book was released on 1999 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis The Big Book of Humorous Training Games by : Doni Tamblyn
Download or read book The Big Book of Humorous Training Games written by Doni Tamblyn and published by McGraw Hill Professional. This book was released on 2000-07-18 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Customer Service Management Training 101 by : Renee Evenson
Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis The Big Book of Team Coaching Games: Quick, Effective Activities to Energize, Motivate, and Guide Your Team to Success by : Mary Scannell
Download or read book The Big Book of Team Coaching Games: Quick, Effective Activities to Energize, Motivate, and Guide Your Team to Success written by Mary Scannell and published by McGraw Hill Professional. This book was released on 2013-07-19 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis 50 Activities for Achieving Excellent Customer Service by : Darryl S. Doane
Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis The Big Book of Team Building Games: Trust-Building Activities, Team Spirit Exercises, and Other Fun Things to Do by : Edward E. Scannell
Download or read book The Big Book of Team Building Games: Trust-Building Activities, Team Spirit Exercises, and Other Fun Things to Do written by Edward E. Scannell and published by McGraw-Hill Education. This book was released on 1997-12-22 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Did you know that games can be a terrifically effective way to build team spirit, communication, and trust among people who work together day in and day out? Now you can spark morale in any work group by choosing from 70 stimulating games and activities specifically designed for the manager who's looking to raise sagging morale in a department, liven up boring staff meetings, enable team members to collaborate smoothly and effectively, and much more!
Download or read book Training Games written by Susan El-Shamy and published by Taylor & Francis. This book was released on 2023-07-03 with total page 127 pages. Available in PDF, EPUB and Kindle. Book excerpt: Games constitute a wonderful tool for engaging learners and reinforcing learning.This is a practical and entertaining introduction to using games and structured learning activities in training. It is the first book to combine gaming rationale, hands-on advice and sample games. Susan El-Shamy begins with an overview of the benefits of using games, touches on the learning psychology foundations of game playing, describes the most common types of games, and provides guidelines for choosing games appropriate for given objectives.She offers seasoned advice on how to set up and conduct games and on how to assess their effectiveness. She concludes with suggestions on how to adapt existing games and activities to new purposes and, beyond that, on how the reader can create and design his or her own games.The book includes a resource list of commercially available games and related Web sites.Susan El-Shamy admirably succeeds in demonstrating how games promote serious learning in adult training. If you are new to games, this book will allay your concerns about using them. If you are a veteran user of games, here are new ideas, including an introduction to e-games. All readers will appreciate the Ultimate Training Games Assessment form for evaluating games and as a guide to creating their own.
Book Synopsis The Big Book of Motivation Games by : Robert Epstein
Download or read book The Big Book of Motivation Games written by Robert Epstein and published by McGraw Hill Professional. This book was released on 2001-06-13 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: This addition to the best-selling Big Book of Business Games Series is packed with over 40 original games and exercises managers can use to motivate their teams—and themselves. The Big Book of Motivational Games presents managers with a variety of games that can be customized to suit their specific needs and group size. The book provides games designed to:- Stop Procrastination- Beat burnout- Fight boredom- Boost performance- Overcome failure
Book Synopsis Customer Service Intelligence by : Lynn Van der Wagen
Download or read book Customer Service Intelligence written by Lynn Van der Wagen and published by Routledge. This book was released on 2007-10-08 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer's toolkit. Concepts such as: - emotional intelligence - behaviour modification - role modelling - dimensions of procedure and conviviality - expectancy theory - socio-cultural concepts of (service) community - customer service as dynamic 'object' in activity theory - Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.
Book Synopsis The Big Book of Creativity Games: Quick, Fun Acitivities for Jumpstarting Innovation by : Robert Epstein
Download or read book The Big Book of Creativity Games: Quick, Fun Acitivities for Jumpstarting Innovation written by Robert Epstein and published by McGraw Hill Professional. This book was released on 2000-08-17 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fast, simple games that foster and encourage creativity in the workplace and at home. Overcome creative block, make people more inventive.
Book Synopsis The big book of customer service training games by : Peggy Carlaw
Download or read book The big book of customer service training games written by Peggy Carlaw and published by . This book was released on 2007 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book CUSTOMER Plus written by NEERAJ CHANDHOK and published by Notion Press. This book was released on 2019-07-11 with total page 215 pages. Available in PDF, EPUB and Kindle. Book excerpt: "In today's competitive and technology driven world, organizations are starting to go back to the basics - single-minded focus on customers and service experience. The world is shifting from "mass-production" to "mass-customized" to make sure that each customer can be managed as an individual for which the business exists. There are millions of books being written about the customer and experience and service, as the concept takes the centerstage. Neeraj has managed to peel the layers of management jargon and complexity and highlight the core of the customer service. The concepts are narrated in simple and easy to comprehend manner. The book almost feels like a conversation with a cherished friend, which leaves the reader with a pleasant feeling after each chapter. Recommended for everyone in the customer facing role! Mr. Maneesh Gaur Head - Expansion and Business Development Marks & Spencer (India) Customer Plus is simple collections of fundamentals of doing great business. It’s a must read for everyone in service sector, students as well as practicing professionals. The examples are instructive and entertaining and talk straight to the point. Mr Ambar Mazumdar CEO, Chanalai Group of Hotels and Resorts , Phuket Thailand This book decodes the steps to achieving excellence in customer service. It provides lot of actionable intelligence in a simple conversation way. It is compelling and shows the benefits of Listening to customer and employees! It connects well and persuades effectively with research findings. Mr Jagdeep Thakral General Manger IHG Hotels Pyeongchang, South Korea The book raises a series of fundamental questions throughout the journey for example: why employee & customer first is a great strategy? The book in itself is unique in its presentation, and succeeds to persuade, why to keep customer at center of the company business strategy. Mr Satvir Singh Director Of Studies at National Council for Hotel Management & Catering Technology It's is a great write up with sharing the case study, learning by conversation. Most effective tools we spoke about is agility which most know yet is a misunderstood concept these days in management studies. All the best for bringing the learning to the platform where seeding leaders will benefit from it. Mr Sanjay Kaushik Chief Operating Officer The Raviz Hotels & Resorts
