The Big Book of Customer Service Training Games

Author: Peggy Carlaw
Publisher: McGraw Hill Professional
ISBN: 0071501827
Category : Business & Economics
Languages : en
Pages : 226

Book Description
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.

Big Book of Low-Cost Training Games: Quick, Effective Activities that Explore Communication, Goal Setting, Character Development, Teambuilding, and

Author: Mary Scannell
Publisher: McGraw Hill Professional
ISBN: 0071781072
Category : Business & Economics
Languages : en
Pages : 257

Book Description
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.

Big Book of Virtual Teambuilding Games: Quick, Effective Activities to Build Communication, Trust and Collaboration from Anywhere!

Author: Mary Scannell
Publisher: McGraw Hill Professional
ISBN: 0071775129
Category : Business & Economics
Languages : en
Pages : 254

Book Description
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.

Training Games

Author: Susan El-Shamy
Publisher: Taylor & Francis
ISBN: 1000981398
Category : Education
Languages : en
Pages : 127

Book Description
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.

The Big Book of Motivation Games

Author: Robert Epstein
Publisher: McGraw Hill Professional
ISBN: 0071660267
Category : Business & Economics
Languages : en
Pages : 248

Book Description
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

Customer Service Intelligence

Author: Lynn Van der Wagen
Publisher: Routledge
ISBN: 075068190X
Category : Business & Economics
Languages : en
Pages : 209

Book Description
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.

The Big Book of Sales Games

Author: Peggy Carlaw
Publisher: McGraw-Hill Education
ISBN: 9780071343367
Category : Business & Economics
Languages : en
Pages : 244

Book Description
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.

The Big Book of Creativity Games: Quick, Fun Acitivities for Jumpstarting Innovation

Author: Robert Epstein
Publisher: McGraw Hill Professional
ISBN: 9780071361767
Category : Business & Economics
Languages : en
Pages : 242

Book Description
Fast, simple games that foster and encourage creativity in the workplace and at home. Overcome creative block, make people more inventive.

CUSTOMER Plus

Author: NEERAJ CHANDHOK
Publisher: Notion Press
ISBN: 1646500040
Category : Business & Economics
Languages : en
Pages : 215

Book Description
"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

Customer Service in Tourism and Hospitality

Author: Simon Hudson
Publisher: Goodfellow Publishers Ltd
ISBN: 1908999357
Category : Business & Economics
Languages : en
Pages : 316

Book Description
Provides the ‘whys’ and ‘hows’of customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more.