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The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers
by Jeff Gee, Val Gee, Valerie Gee — March 2000
The Customer Service Training Tool Kit contains 40 activities designed to make customer service training more fun, engaging, and behavior-changing for customer service reps. Trainers can use group activities, role plays, questionnaires, and other exercises "as is" in 30-60 minute training modules or combine them to create longer training programs. The book is full of reproducible participant handouts, worksheets, questionnaires, and overhead masters to make the trainer's job easy. Trainers who, as part of their customer training program, want to give to each participant a brief, motivational handbook reinforcing many of the ideas behind the training activities can obtain copies of the authors' accompanying book, Super service, The Customer Service Training Tool Kit makes it easy for a trainer to design and deliver great customer service training at a fraction of the time it would take to develop a program from scratch.
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The ASTD Handbook of Training Design and Delivery
by George M. Piskurich (Editor), Peter Beckschi (Editor), Brandon Hall (Editor), American Society for Training and Development — November 1999
This comprehensive companion volume to the bestselling ASTD Training and Development Handbook (Craig, ed.) helps trainers design classroom, self-study, or technology-based training programs. Delivering the latest information on how adults learn best and human performance technology, it shows trainers how to prepare lesson plans, create visual aids, and deliver highly memorable presentations.
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The Big Book of Customer Service Training Games
by Peggy Carlaw, Vasudha Kathleen Deming — October 1998
Following the success of the 3 previous titles in the Big Book of Business Games Series, The Big Book of Customer Service Training Games contains 50 creative activities that teach the basics of treating customers with respect, listening well, smoothing out ruffled feathers, and all the other skills an employee needs to sell and serve customers. Designed for anyone who manages front line service workers, the book is full of fun, engaging games that make it easy to train flight attendants, salespeople, customer service reps, help desk personnel, etc. Trainers can use the activities to liven up traditional customer service training programs, and sales managers can use the games to add a training component to a regular sales staff meeting. Most training games take just 15-30 minutes and include reproducible participant handouts and worksheets to keep the game leader's job simple.
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