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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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