Rose D. Sloat , Darryl S. Doane

1. Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.
2. Identification and creation of memorable experiences for your customer service representatives and their customers
3. A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer.
4. 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.
5. User friendly activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes a difference.
6. Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the “right fit” for your programs.
7. A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.
8. Powerful bonus sections are included to complement and support your customer service core values and enhance performance.
9. A complementary copy of Excuses, Excuses, Excuses...For Not Delivering Excellent Customer Service—And What Should Happen!
10. Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focus—the Customer!

Training Objectives

• 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 organizations bank of customer service learning situations

Training Methods

• Role plays
• Assessments
• Brainstorming
• Listening exercises

Time Guidelines

Activities take between 15 minutes and one hour.