Kirjahaku

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. What's more, participants in these sessions tend to enjoy them and look forward to them as they learn to: revitalize their energy on "bad days"; listen to customers with an open mind; bring empathy to all customer encounters; overcome barriers that inhibit problem solving; use words that inspire trust and confidence; pacify unhappy customers; end a conversation gracefully; find "win-win" solutions to all kinds of problems; and much, much more! Filled with reproducible participant handouts, worksheets, questionnaires, and overhead masters, this one-of-kind tool kit will help you put together a superb customer service training program with a minimum of effort.

A powerful approach to help you find your full potential at work and in lifeHave you ever wondered how much more you could achieve if you could maximize your brain power? In The Winner's Attitude, motivational gurus Jeff and Val Gee introduce you to Switch, a personal performance technology that's nothing short of an upgrade for the human mind.Never again will you be overwhelmed by angry customers, bad managers, and stresses that undermine your confidence. Instead of reacting with anger or fear, you'll greet challenges with the calm focus of a born winner. Using the powerful Switch methods and tools in this book, you'll:Channel stress and make it work for you Spontaneously tailor a winning approach to every person or situation Connect with managers, co-workers, and customers like never before Take the leap from adequate to outstanding in everything you do "A 'must read' for anyone who is committed to living a quality life. Warning--it could change the way you see the world!"--Barbara M. Low, RODP, SPHR; Director, MB University; MB Financial Bank"At times a spiritual development manual, at times a performance improvement workbook for customer-focused professionals and managers, it is always a challenging guide to better, fuller and more productive living."--Patrick Canavan, Senior Vice President, Global Governance, (formerly Acting EVP Human Resources and Acting CIO) Motorola Inc.

Build stronger relationships with customers through the OPEN Questioning techniqueBy asking four types of questions-Operational, Problem, Effect, and Nail Down-you can address customer needs, find connections, and build the kind of relationships that enable you to close more sales.This hands-on guide shows how to use OPEN Question Selling throughout the sales process, from getting in the door to handling objections to making the close. With more than 100 sample questions and end-of-chapter exercises, you'll soon be on your way to building winning customer relationships.

Don’t just give them customer service.Give them Super Service!For more than a decade, customer service professionals have turned to SuperService for the very best advice on dealing with demanding, dissatisfied, anddownright difficult customers.Now, it has been completely revised and expanded to address today’s uniquecustomer-service issues.Super Service, 2nd Edition teaches you how to deliver great service in a way thatenriches your life and keeps you from burning out. It provides the same advicethat made the first edition a perennial favorite and includes all-new information on:Listening to customer needsUnderstanding today’s savvy customerAdopting a positive attitudeAdding value to the customer experienceProviding service quickly and efficientlyCustomers are becoming increasingly savvy and demanding—which makes your jobharder than ever. In order to ensure smooth interactions, you need to keep a stepahead—you need to deliver super service.

Workplace “drama” that’s productive!The secret to business growth is right before your eyes—it’s the creativity and innovation percolating in each one of your employees every minute of every day. How do you harness it to make it work for your organization? Business Improv!Based on the science of experiential learning, Business Improv uses improvisation activities from the theater to transform each employee into a great leader. The 75 hands-on activities in this proactive guide help you create an organization filled with people who:Engage with and “own” their workGenerate creative ideas that drive profitBuild innovative teamsSolve problems effectivelyMake decisions with convictionRespond and adapt to changeWith Business Improv, you have the one and only tool you need to facilitate real, lasting leadership skills in every employee.