Books - Customer Service

Customer Service Best Practices - Book

This practical new resource book includes 38 carefully chosen articles, training tools, case studies and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes. Learn more

Customer Service Training Repros - Binder

Now it's easy to provide employees with the customer service training they need. Customer Service Training Repros provides everything you need to conduct effective customer service training for your employees on 47 key topics, such as listening skills, the importance of customers and customer loyalty, spoken and written communication tips, dealing with difficult customers, and how to turn problem solving into opportunity. Learn more

Customer Service Excellence - Facilitator Kit

Excellent customer service begins with excellent communication. You build strong customer relationships by understanding the subtle things that make your customers respond positively (i.e., plenty of detail or a glossy overview). This powerful program explores the essence of customer service effective communication. Learn more

25 Reproducible Activities for Customer Service Excellence

Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There’s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve—excellent service. Learn more

50 Activities for Achieving Excellent Customer Service w/CD

Activity Manual by Roy Bailey

Activities cover

• Understanding stress
• Types of stress
• Stress and performance
• Sources of stress
• Managing stress
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50 Activities for Developing Supervisory Skills

Ian Nicholls

Training Objective

Define the role of the supervisor

Develop key supervisory skills, including planning, organizing, and controlling

Improve communication skills

Develop skills for running effective meetings Learn more

50 Activities for Sales Training

Novice and experienced salespeople alike will benefit from these activities which focus on strengthening essential selling skills. Learn more

50 Activities for Developing Emotional Intelligence

Best-Seller

Emotional Intelligence explains why, despite equal intellectual capacity, training, or experience, some people excel while others of the same caliber lag behind. Learn more

25 Sales Strategies and Activities

25 Sales Strategies and Activities is a unique training and development tool designed to teach sales professionals how and when to use a variety of proven sales strategies. Learn more

The Question Book Goes Interactive

Robert W. & Sandra S. Bauer

The QBGI is a unique resource that can save you countless hours and money. It includes both a Workbook and CD-ROM Software containing:

More than 2,500 survey questions, organized into more than 50 topical categories, for use in your survey design efforts. Learn more

Customer Service and You (25 Pack - Handbooks)

Your customers make your business. Make certain your employees are providing service that will keep your customers satisfied and your business profitable. Easy-self training information in this 16-page illustrated booklet trains staff on top quality customer care.

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50 Activities for Administrative, Secretarial, and Support Staff

One of the few resources that addresses the unique needs of support professionals

By Elizabeth Sansom and Christine Newton

This manual of activities is written for support staff – the unsung heroes and heroines of organizations who often are the ones for whom there is no training budget. Or who can not be spared from their work to spend time in training.
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50 Activities for Team Building (Volume 2)

Create high performance teams with these collections of fully reproducible activities. All the activities employ the principle of "learning by doing" to ensure that the skills the participants learn can be applied to real work situations.

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20 Training Workshops for Customer Service (Vol. 2)

Activity Binder

Enhance customer service at all levels of your organization with this volume of 20 ready-to-use training workshops. Each workshop includes detailed trainer's notes, transparency masters, and participant handouts. Learn more

Superior Client Service for Financial Institutions: Trainer's Package (Kit)

Give your service personnel the cutting-edge skills they need to move their phone performance from “good” to “superior.” Learn more

Customer Service Skills Profile Leader's Guide

This easy-to-use assessment solves one of your biggest headaches in customer service - ensuring consistency in your staff's performance. Learn more

675 Ways to Develop Yourself and Your People

The perfect opportunity to reflect on yourself and where you’re headed

Strategies, ideas and activities for self-development and learning in the workplace

By Laurel Alexander

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Customer Service Commitment Profile Facilitator's Guide

The Customer Service Commitment Profile is designed to help individuals understand how much "service excellence" is offered to the customer. The level of service excellence they offer and that is offered by the organization as a whole are assessed. Learn more

Customer Service - 5 Day eCourse

Did you know that good customer service holds many benefits for your business and is often under-valued by many business owners? When in fact, if you want your business to be successful, you need to train yourself and your employees to understand that the customer must always come first. Learn more

Building the Best Business Team - eBook

From solely the ideas and concepts point of view, fresher and more innovative solutions may bring about a more competitive and customer attracting product or service. Several “heads” brainstorming equals several different ideas as opposed to one individual trying to come up with several ideas. Learn more

Customer Retention Force - eBook

Companies which have a satisfactory percentage of loyal customers have the advantage of channeling funds into a self reinforcing system in which the company delivers constantly evolving superior value and high quality products and services. Learn more

Managers Pocket Guide Series

The Managers Pocket Guide series is comprised of over 30 great Manager’s Pocket Guide titles, written by leading experts, and all in an easy to read form. New titles include the Manager’s Pocket Guides to Training, and Using Consultants. The Sample Pack is ideal for any reference library. Learn more

Insight Inventory Form B: Understanding Yourself & Others- 5 Pack

In just 30 minutes participants can complete the INSIGHT Inventory and begin bridging communication gaps that are costing your company a fortune. Learn more

Today In HR eNewsletter - FREE!

Today In HR Newsletter is a Monthly eNewsletter featuring articles, advices and ideas from industry experts. The newsletter delivers a diverse series of perspectives provided by human resources thought leaders, and delivers compelling updates on topics ranging from best practices for motivating employees, legal developments that affect how to do business, and much more.

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