The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers

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Summary: Hot topic
Review: Customer Service is key to any business and this book is a great tool for teaching people how to deliver great service.

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Summary: Just Right For My Audience
Review: I liked the 'find the activity that's just right for your audience' at the very beginning of the book. I picked the 'moments of truth' activity. A Moment of Truth is defined as an opportunity for the customer to form a positive or negative impression of you/and your company. It was a 3 hour workshop that centered around the idea that "every interaction with an internal or an external customer impacts the business one way or another." We discussed how the group can improve each Moment of Truth.

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Summary: Ties in well with Super Service
Review: It's not every day that a training book 'ties' in with another book by the same authors. All the activities in The Customer Service Training Tool Kit are discussed in more detail in Super Service, so I was able to give my people a copy of Super Service to take away with them. This way, the learning continues!

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Summary: You can't beat it
Review: This is the best Customer Service training book I have ever encountered. It has training process from a couple of hours to one-day. The processes cover every aspect of customer service, from listening skills, probing, how to deal with angry customers, telephone skills and more. It is definately worth the money!