Customer Service Training Books

The Big Book of Customer Service Training Games by Peggy Carlaw and Vasudha Kathleen Deming

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.

Customer Service Training 101: Quick and Easy Techniques That Get Great Results by Renee Evenson

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of "Customer Service Training 101" presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: projecting a positive attitude and making a great first impression; communicating effectively, both verbally and nonverbally; developing trust, establishing rapport, and making customers feel valued; and confidently handling difficult customers and situations.

The Customer Service Training Tool Kit: 60 Activities for Delivering Super Service to Customers by Val Gee and Jeff Gee

Train your staff to provide great customer service in every situation! Now, with the help of these fun, motivational training activities, you can design and deliver a state-of-the-art customer service training program in a fraction of the time it would take to develop a program from scratch. This comprehensive tool kit contains 60 ready-to-use activities that can be used 'as is' in short sessions of less than an hour or combined to create longer programs that you can tailor to the specific needs of your frontline employees. All of the activities - which range from provocative role-playing exercises to intriguing 'What Would You Do In This Situation?' questionnaires - have been tested and proven highly effective in developing positive attitudes and customer-friendly behavior in service employees.