SkillBuilders:
50 Customer Service Activities
Spice up your next customer service training program with SkillBuilders: 50 Customer Service Activities, a creative, engaging, and innovative collection of skill development activities from Lorraine Ukens.
The activities in this collection stimulate discussion and learning by actively involving all participants. Quick and to the point, these activities deliver powerful messages to your participants — helping them to understand customer expectations and develop the skills necessary to providing quality service.
Uses for SkillBuilders: 50 Customer Service Skills Activities
A valuable addition to your training library, the exercises are basic enough to include in any training program that incorporates customer service skills. The handy applications matrix matches the activities with 9 important customer service skill areas. Many activities have more than one application:
- Change
- Communication
- Data Usage
- Excellence
- Negotiation
- Perception
- Problem Solving
- Teamwork
Product Contents
- Applications Reference Guide to pinpoint the best activities for training needs
- Facilitator guidelines
- Detailed preparation and debriefing information
- Ideas for varying the activities
- Discussion questions
- Reproducible participant materials
Activities include:
· A Close Resemblance
· Acute Accuracy
· Attending to Details
· Body Talk
· Box Score
· Bumper Crop
· Character Composition
· Collective Connection
· Country Time
· Custom Made
· Customer Account
· Dig It
· Double-Spaced
· Eye Alone
· Four to One
· Guesstimation
· Hidden Meaning
· Hot Topics
· In One Word
· It All Adds Up
· Make It Your Business
· Matter of Choice
· Mirror Image
· Mystery Box
· No Laughing Matter
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· Parallel Performance
· Portraits
· Post Office Box
· Primary Colors
· Questionable Events
· Rate the R-A-T-E-R
· Reporting for Duty
· Rift Raft
· Screen Test
· Service Link
· Service Search
· Split Ends
· Star Quality
· Stormy Weather
· Take a Letter
· Talking Back
· Thoroughly Complete
· Toon-Up
· Top to Bottom
· Top Trade
· Treasure Trove
· Up in the Air
· Very Wordy
· Visible Outcomes
· Wishful Thinking
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