The Big Book of Customer Service Training Games
McGraw Hill Professional, Sep 22, 1998 - Business & Economics - 209 pages
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.
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Games for Focusing on the Customers Needs
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Techniques to Upsell and Crosssell for Ultimate Customer Satisfaction
Games for Improving Service to Your Internal Customers
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Page 95 - the intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another ...