Designed to develop customer care skills, this book contains over 12 hours of ready-made training. Activities include: identifying your real customers; understanding customer expectations; communicating care to customers; telephone and face-to-face skills; and handling complaints.

Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.