This resource manual provides:

• Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.
• Identification and creation of memorable experiences for your customer service representatives and their customers
• 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.
• 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area.
• 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.
• 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.
• A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.
• Powerful bonus sections are included to complement and support your customer service core values and enhance performance.
• A complimentary copy of Excuses, Excuses, Excuses...For Not Delivering Excellent Customer Service And What Should Happen!
• 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.