Book Description
The Customer Service Training Tool Kit contains 40 activities designed to make customer service training more fun, engaging, and behavior-changing for customer service reps. Trainers can use group activities, role plays, questionnaires, and other exercises "as is" in 30-60 minute training modules or combine them to create longer training programs. The book is full of reproducible participant handouts, worksheets, questionnaires, and overhead masters to make the trainer's job easy. Trainers who, as part of their customer training program, want to give to each participant a brief, motivational handbook reinforcing many of the ideas behind the training activities can obtain copies of the authors' accompanying book, Super service, The Customer Service Training Tool Kit makes it easy for a trainer to design and deliver great customer service training at a fraction of the time it would take to develop a program from scratch.
Customer Reviews:
Training Exercises.......2007-01-19
The 60 activities provide a lot of ideas. Some of the activities need to be updated or reworked to make them more applicable to current markets. The book really helps in getting some ideas ready for the training meetings I conduct.
Very useful.......2006-07-25
Designing activities for training is a art, it's not easy. it takes long time to place year of experiences in a book of activities for developing competences. In my opinión it's has been Jeff Gee' succes. I feel his expertise in each activity.
Hot topic.......2000-07-22
Customer Service is key to any business and this book is a great tool for teaching people how to deliver great service.
Ties in well with Super Service.......2000-07-19
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!
Just Right For My Audience.......2000-07-14
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.
Customer Reviews:
Did not buy this item.......2007-05-03
Don't know why this is here as I never purchased this item.
From the author.......2005-06-21
The Tool Kit was written from work with real teams in real work situations. Everything was designed to be immediately practical and useful. I'm grateful that people have found the book so helpful. Please visit our website - www.newdirectionsconsulting.com - for more helpful information on teams. Deborah Harrington-Mackin, author
Practical and Useful.......2004-04-27
I'm the Training Coordinator at a manufacturing facility with 200 hourly employees whom we are trying to get more involved in a team-based work system. This book has given me so much PRACTICAL information on the how's and why's of doing this! I'm actually able to relate this information to our employees in a way that it clearly shows the benefits TO THEM of working in teams. Too many of these so-called "Team Building" books are filled with silly exercises that do nothing in the long run. If you want something practical and useful, I recomment this book!
The best practical manual on team building.......1999-09-11
I have easily paid 8x more for other 'manuals', and have none with a more ugly cover, yet this is the anchor of my team building library. It is short on philosophy and long on the day-to-day requirements of goal-setting, consensus building, procedures, and strategies. This is THE book of practical advice to guide a team and its' leader, regardless of prior experience.
Good basic handbook.......1999-09-04
Harrington-Mackin creates a good overview of teambuilding in the workplace. She also provides very practical suggestions that can help team leaders, team members, or the leader of an organization.
Average customer rating:
- Not quite what I expected
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Problem-Solving & Decision-Making Tool Kit
Paul Wildman , and
Jon Warner
Manufacturer: HRD Press, Inc.
ProductGroup: Book
Binding: Ring-bound
 General
| Business & Investing
| Subjects
| Books
Human Resources & Personnel Management
| Industries & Professions
| Business & Investing
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Management
| Management & Leadership
| Business & Investing
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General
| Skills
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ASIN: 0874257212 |
Book Description
32 fully reproducible, ready-to-use tools to help you build your know-how to solve problems, be more creative, and make better decisions
Paul Wildman and Jon Warner
Effective and efficient problem-solving and decision-making are not only valuable individual skills for work and non-work situations alike, but they are also prerequisites for effective ongoing organizational performance and success. If an enterprise fails to identify problems or challenges correctly or fails to resolve them properly, then sales, market share, expenses, customer and employee satisfaction, profits, and shareholder dividends can all be seriously affected.
This "toolkit" aims to give individuals a range of tools and processes to help increase the number of forward options that are available, assist in generating a range of alternative choices, or just apply a series of systematic steps to move forward positively and get to a useful conclusion or decision more quickly and/or more cost effectively.
Customer Reviews:
Not quite what I expected.......2007-04-02
The kit looks a little old fashioned for one thing. I was disappointed because it did not actually contain the blank templates that are to be used for various techniques listed in the book. There are only filled out templates that you cannot readily duplicate and use. You actually have to create the formats on the computer and print if you want them to look decent. Other than that the content is fine and can be used readily as a teaching tool.
Book Description
Includes everything a Six Sigma facilitator needs to lead Six Sigma training
The Six Sigma Basic Training Kit, complete with facilitator notes, learning exercises, case studies, and more, is a series of training modules for any company that is implementing Six Sigma. It provides everything a trainer needs to take a quality improvement team through the Six Sigma process step by step, from appreciating quality to creating and executing a quality-improvement plan.
Classic, simple processes developed by the world-famous Juran Institute have been turned into easy training modules on how to:
- Identify business processes needing improvement
- Work as a team on the solution
- Track time and cost savings that result from the new process, and more
Customer Reviews:
expensive & dissapointing.......2003-03-03
I am an ASQ certified Black Belt and a Six Sigma Trainer in Germany. I expected a good help for instruction but I was extremely dissapointed. This Kit contains no cd or disc with powerpoint slides. The contents are very primitive and not very helpful in training any students with a little experience in quality management. The name Six Sigma Training Kit is in my eyes wrong because it contains nearly only basic quality tools found in better publications. This time the name "Juran" doesn't guarantee quality. For 10% of the price buy better Rath&Strong's Pocket Guide!
Perfect for training non-technical students.......2002-08-06
Although the tools are not what one would consider core 6-Sigma tools (i.e., no control charts), this book is still a worthwhile training kit. Its main value is to provide a firm grounding in the basics for non-technical members of an organization that is implementing 6-Sigma. When used for that purpose the book gives the trainer or facilitator a clearly laid out syllabus for teaching what 6-Sigma means and why it's important to organizations from quality and competitive advantage perspectives.
In addition to providing a roadmap for teaching the what's and why's, the syllabus also covers a number of concepts and tools that will prove useful to anyone from admin assistant to line manager, including a good understanding of quality, cause analysis, powerful, but simple, tools (cause and effect, flow and Pareto diagrams and charts).
For the professional trainer or facilitator the book epitomizes what excellent training documentation should look like. The layout makes good use of white space, the writing is clear, and the use of tables and graphics enhance learning.
If you are a trainer or facilitator this book will dramatically shorten course design and provide you with solid training materials. It is not suited for advanced training in 6-Sigma techniques, however, but for the target audience I cited above it's perfect.
Should be called "Six Sigma for Dummies (sans cartoons)".......2002-08-03
Overall, the quality of this book is adequate, provided you aren't expecting a thorough treatment. That, in itself, would've rated it three stars if there wasn't one mitigating factor - in reading this book, one could (easily) assume the Juran Group (or Juran himself) invented Six Sigma, and nothing could be further from the truth. (As best as I know, it was Bob Gavin, in 1988.)
Egoism drops the rating to two stars.
This book is a good basic overview - nothing more. Save yourself the grief (and money!) and buy the Pyzdek book instead.
A positive review with some constructive comments.......2002-03-12
The book is a very good tool to use to teach the basics of Six Sigma. The training guide is exact, clear, and concise as is the participant guide.
It is a BASIC course and as such, it contains no statistical tools.
Now for the bad.
The paper of the manual is very flimsy and apt to tear.
The participant guide section starts with page number 201. I thought perhaps it should start with page 1.
On some of the Participant pages, at the bottom it gives a web address to go to if you would like to download an electronic (MS Word) customizable document. I went there, and could not figure out how to do so.
I think the book is an excellent basic training kit, as advertised, but handle the manual gingerly, the pages more than likely to tear.
Book Description
Comprehensive and user-friendly, The Trainer's Tool Kit has long been a valued guide for trainers and managers in need of a quick refresher. Completely updated with hundreds of ready-to-use techniques, The Trainer's Tool Kit provides valuable nuggets of here's-how-to-do-it information on training topics including:* the principles of learning * budgeting for training * when to use case studies * handling difficult learners * ice breakers * facilitation tips * flipchart do's and don'ts * learning contracts * overcoming resistance * rewards and recognitionIn addition to all the practical information included in the first edition, the book is now even easier to use. Updated material includes expanded coverage of retention programs such as mentoring and career and succession planning. Taking a fresh look at a broad range of ideas, The Trainer's Tool Kit shows how to achieve significant performance improvements through effective training in the current work environment.
Customer Reviews:
Lists of Things to remember.......2007-09-06
This is basically a book of lists of what to do and what not to do. I found some parts helpful, and some parts just "trainer common sense". I thought that I would get more in-depth information from the book, and was rather disappointed with the content. It wasn't a total waste of money, and I can actually use some parts in the classroom, but I need something with more meat to it.
Loaded, Easy to Use. Invaluable.......2005-12-18
As an avid reader and prolific book reviewer, I go through a lot of books. Believe me, I've seen the good, the bad, and the ugly. Some are worth the price; others are way over-priced. The big question is whether a book is worth taking the time to read, with all the activities that compete for each precious minute of our lives. Before I'd read 20 pages, I knew this book was well worth both time and money.
As a Certified Management Consultant advising corporate leaders about workforce and workplace issues, I'm keenly aware of the need for training...done in a way that raises skill levels consistent with strategic direction in a sustainable way. The authors nailed it in this book. They've covered the too-big-to-get-your-arms-around topic comprehensively, in a highly-readable style. The book is well-designed to be read, used, and referred to over time.
Early on, a comparison between the learner of the past and the learner of today captured my attention. Just a little thought over those pages creates a hunger in the reader for more. And more is served. Chapter 2 gets right into aligning training with corporate objectives. While savvy readers will reward this with a "duh," a large proportion of today's trainers tend to forget this vital concept. But, then the beat goes on. Concepts, techniques, perspectives, and more are delivered in page after page.
The content of this book is presented in short essays within the chapters. Bullet points, checklists, and other designs are used to help the knowledge pop off the pages. Each topic is presented quickly and efficiently. Given the comprehensive nature of the book, covering training from the strategic to the implementation levels, the reader will gain far more than expected.
This one's a keeper!
Quick Lookup Training Checklists.......2000-10-29
None of the ideas in this book of checklists are bad, and some are quite good . . . but the volume as a whole lacks a key theme or common idea. I also prefer a more expository writing style; the endless checklist format gets tiresome after awhile - for me, anyway. I would look elsewhere for an introductory training book.
The Trainer's Tool Kit.......2000-02-25
The Trainer's Tool Kit is a comprehensive collection of overview ideas to get new trainers and training managers thinking in the right diretion. The content covers all facets of developing a training program--from creating a needs analysis to benchmarking to training the trainers to budgeting. With seventy-seven topics covered in a 200-page book, each chapter gets only about two pages. This book does not give you indepth knowledge, but it does give you a general cross-section of the concepts training managers and trainers should be contemplating when developing a training program. This is definitely a book for beginners.
A core, must have book!.......1999-03-27
If you need training help NOW, this is the book you should have! The Trainer's Tool Kit has gathered the best information and put it into 1 book! Whether you are an experienced trainer or a novice, this book has something for you. You won't find heavy theory-based information in these pages, just what you need to know in plain, easy language. It covers everything from practical tips for training development and implementation to helping you to be a better, more effective trainer. I like the fact that it covers so many different topics like adult learning principles, facilitator tips, training materials, training trends and so much more. If you can't spend thousands on resource books, this one is worth the money.
Book Description
The Games Trainers Play Series--now in a durable binder! Scannell and Newstrom's bestselling Games Trainers Play series is now more rewarding than ever! We've taken the same collection of 300+ field-tested training games and activities, organized them in a single pop-open binder, and added an exclusive ``Master Trainer's Kit'' that shows you how to plan, produce, and evaluate high-impact training sessions from start to finish. Result: The Complete Games Trainers Play packs virtually everything you need to conduct productive seminars and workshops--including games that help you build teams, teach creative problem-solving skills, change perceptions, and much more.
Customer Reviews:
Helpful resource that could be improved.......2007-05-14
The best thing about The Complete Games Trainers Play is its sheer size. Actually, it isn't nearly as big as some reviews imply. It is really around 1000 pages, not 2000+. And for some reason, a significant percentage of those pages are left blank. But even with that caveat, this is still a sizable resource.
If you are willing to devote 30+ minutes to finding an activity, you are sure to find one (or five) that are ideal for your training event. The fact that individual "games" can be removed from the ring binder is also helpful. This allows you to use the activities without carrying the whole book around, and to easily photocopy sheets for individual participants as some activities require.
However, there are some significant downsides. There is no real way to find appropriate activities without flipping through virtually the entire book. A large number of the activities aren't very good. And, most of the book is in a strange "typewriter" typeface that makes it look like it came from 1972. (Oddly, there are some pages which are randomly sprinkled through the book that use a different, more recent-looking typeface.)
To really upgrade its usefulness, Games . . . would benefit from taking a leap into the computer age. In other words, along with the printed book, a computer CD should be included. This could feature a good, searchable index, which is now lacking. It would also make it possible to print out games, and modify handouts on the computer to your organization's needs.
I've never bought any other resources like this, so I can't say if this is better or worse than others. I can say that in spite of the steep price and the drawbacks, I'm definitely glad I purchased it. It was very useful to me, and will be again in the future. However, there are a few simple steps the authors and publishers could take to greatly improve it.
Trainers Dream.......2006-11-03
This is a great tool of Trainers. Keeping your trainees engaged throughout the training is always a challenge. This tool give creative ways to assess retention of information. The games are great and the administrative forms and suggestions are wonderful.
Lots of games here.......2004-12-08
People love playing games a lot more than listening to lectures; this is indisputable. I didn't like all of the games listed here, but so what. Several I found helpful and intend to use.
Not Impressed.......2003-09-30
Although there is a lot of information packed into this book, I was very unimpressed with the layout and visual design. It looks like it was typed up in 1970. The graphics are ancient and the layout is just one big binder with no cross-referencing or indexing available. To find a useful game, you have to sift through hundreds of pages. It really is a shame, as there are some clever games here to loosen up an audience.
Frankly for this price, I expected something a bit flashier and filled with reproducibles that I would want to copy and hand out. The way it looks now, and with it's unwieldy format, it's going to sit on my shelf.
If I hadn't spilled water on it, I would have sent it back for a refund.
The Complete Games Trainers Play.......2000-05-23
This book was helpful in planning an in-house managment training session. The book is divided into sections making it easy to locate games targeted at specific areas. The book is actually a 3" 3 ring binder. It is a large book, however, it does contain a wealth of information.
Book Description
Provides a firm grounding in basic interpersonal communication and management skillsâsuch as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision makingâand contains unique chapters on practice and application.
Tools for the Conflict Survival Kit provide strategies that can be used immediately in workplace situations. Case studies and role plays give readers practice communicating, negotiating, and problem-solving and an opportunity to refine and develop this important craft.
Gives readers a thorough grounding in basic interpersonal communication and management skills such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making. Addresses specific conflict resolution situations, including negotiation, mediation, group decision making, assertive confrontation etc. Includes resolution frameworks and models for these situations using a step-by-step process. Introduces readers to important techniques such as interest-based collaborative approaches, empathetic communication and listening, the supportive confrontation model, participative management practices and alternative dispute resolution. Provide a collection of specific skills, advice, activities, challenges and techniques which readers can apply immediately to workplace situations.
Designed for those who need instant skill building and practical methods for handling organizational and personal conflicts.
Average customer rating:
- Creating your own Tool-Kit for Success!
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Tool Kit for Trainers: A Compendium of Techniques for Trainers and Group Workers
Tim Pickles
Manufacturer: Fisher Books
ProductGroup: Book
Binding: Paperback
General
| Business & Investing
| Subjects
| Books
Human Resources & Personnel Management
| Industries & Professions
| Business & Investing
| Subjects
| Books
Teams
| Management & Leadership
| Business & Investing
| Subjects
| Books
ASIN: 1555611125 |
Book Description
The Only Training Resource You Need! Includes Reproducible Worksheets
If you're like most trainers, you acquire exercises, worksheets and activities from different sources all the time. And if you're like most trainers, you can't find those resources again when you really need them—or you wish they were just a little different. Tool Kit for Trainers solves the problem in style. A bag of tricks for trainers, the Tool Kit gathers together in one place more than 50 group-tested instruments and devices for tackling common and uncommon problems associated with group work. Suggested variations expand the activities' usefulness.
People learn best from personal experience. You can use Tool Kit techniques to focus attention and aid reflection as people come together to examine their own experiences or to generate artificial experiences within the group. Use the activities to help individuals and groups develop their own learning and insights in ways that are frequently novel and always stimulating! Tool Kit for Trainers will help anyone who works with:
-Training groups -Personal-developmenl groups -Task-based groups -Problem-solving groups -Team-development groups -Mutual-support groups
Set out in a clear, easy-to-follow format with diagrams, reproductible worksheets, suggested variations and guidance on the strengths and adaptability of each technique, the Tool Kit is an invaluable resource for both new and experienced trainers and all those who work with groups.
Customer Reviews:
Creating your own Tool-Kit for Success!.......2001-04-18
The Tool-Kit for Trainers: 59 Great Techniques for Trainers and Group Workers, by Tim Pickles, is an energizing text filled with excellent tricks for perfection in training. Pickles outlines this self-help text into four training issues: "Models for Understanding Groups," "Tools for Learning," "Tools for Evaluation," and "Tools for Coping with Problems." Pickles' outline of the subject material makes it easy for the reader to pick up this text for help on one issue or for a entire text that illustrates how a trainer can build his or her own tool-kit for success. All the sections are easy to understand and are laid out with a purpose of the training, the methods to perform the training including examples of use, worksheet and handouts for the trainees, variations for certain situations and the suitability of the activity. In addition, all the text's numerous models can be copied by the reader for individual use. The straightforwardness of the activities and learning opportunities provided by this training text should be recommend it to any trainer looking for new activities to perform, updates for current training session, or for an entire text devoted to molding a great training session. All the sections were clearly written and fun to read. The numerous worksheets and handouts provided throughout the entire text provide any trainer with a great starting point. Through the descriptions presented in this text anyone would feel qualified to produce their own training tool-kit for success.
Average customer rating:
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Ict for Social Welfare: A Tool Kit for Managers
Luke Geoghegan ,
Jason Lever , and
Ian McGimpsey
Manufacturer: Policy Press
ProductGroup: Book
Binding: Paperback
Computers & Internet
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| Home Computing
| Apple
| Audiobooks
| Business & Culture
| Certification Central
| Computer Science
| Databases
| Digital Music
| Digital Photography & Video
| Games & Strategy Guides
| Graphic Design
| Hardware
| Microsoft
| Mobile & Wireless Computing
| Networking
| Operating Systems
| Programming
| Project Management
| Security & Encryption
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| Web Development
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Management
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Social Services & Welfare
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| Current Events
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General
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General
| Sociology
| Social Sciences
| Nonfiction
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ASIN: 1861345054 |
Average customer rating:
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The Business Planning Tool Kit: A Workbook for the Primary Care Team (Radcliffe Primary Care S.)
Annie Phillips
Manufacturer: Radcliffe Publishing Ltd
ProductGroup: Book
Binding: Paperback
Strategy & Competition
| Management & Leadership
| Business & Investing
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Management
| Management & Leadership
| Business & Investing
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Statistics
| Economics
| Business & Investing
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General
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Human Resources & Personnel Management
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Social Services & Welfare
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Hospital Administration
| Administration & Policy
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Family & General Practice
| Specialties
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ASIN: 1857755006 |
Books:
- The Economic Impact of Knowledge (Resources for the Knowledge-Based Economy)
- The Enemy of Nature: The End of Capitalism or the End of the World?
- The Failure of Political Islam
- The Fair Tax Book: Saying Goodbye to the Income Tax and the IRS
- The General Theory of Employment, Interest, and Money (Great Minds Series)
- The Greatest Money-Making Secret in History!
- The Hamster Revolution: How to Manage Your Email Before It Manages You
- The History of Management Thought
- The Industrial Revolution, 1760-1830 (OPUS)
- The Lean Manufacturing Pocket Handbook
Books Index
Books Home
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- Thriving After Breast Cancer: Essential Healing Exercises for Body and Mind
- Once Upon a Galaxy
- Nonprofit Law Dictionary
- Relax Your Way to Thin! Hypnosis Weight Loss Motivation
- The Sight
- One Tough Mother: Success in Life, Business and Apple Pies
- Financial Accounting Fundamentals: For 2005 Exams
- Progress, Poverty and Exclusion: An Economic History of Latin America in the Twentieth Century
- Structure of Complexes Between Biopolymers and Low Molecular Weight Molecules
The Big Book of Customer Service Training Games (Big Book)
Customer Service Training 101: Quick and Easy Techniques That Get Great Results
Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)
Great Customer Service on the Telephone (Worksmart Series)
