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.
Preface
Chapter 1 : It's Who You Are
Chapter 2 : What You Say and How You Say It
Chapter 3 : Make the Connection
Chapter 4 : Here's Looking at You
Chapter 5 : Make It a Great Day
Chapter 6 : Stop, Look, and Listen
Chapter 7 : The Sky's the Limit
Chapter 8 : When the Going Gets Tough
Chapter 9 : Wait! That's Not All
Chapter 10 : What About Us?
Index
