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ABOUT THIS BOOK
Over the years, as we've worked with thousands of customer-service professionals around the world, we have heard a common request. As people have read the book Delivering Knock Your Socks Off Service, or attended a workshop based
on its concepts, they've wondered if any follow-up training activities existed that they could use with their service teams. What these customer-service leaders sought were short, impactful learning exercises to help build on or reinforce ideas found in the book or discussed in our workshops.
We realized we would be remiss if we didn?t listen closely to our customers and try to meet their needs. Indeed, it would be tantamount to not walking our service talk. That is a big reason this book now rests in your hands. We hope, in fact, not to have simply met your needs with this collection of Knock Your Socks Off training exercises but to have exceeded your expectations. While the 101 activities included here serve as natural companion pieces to the book and workshops, they also are designed to be used in stand-alone fashion. Any customer-service team in virtually any industry can benefit from the exercises without prior exposure to the Knock Your Socks Off Service line of products.
We created the activities with the demands of the busy customer-service function in mind. Whether you're serving customers in a vast call center, on the floor of a retail organization, or at the window of a financial institution, your plate runneth over with customer questions, problems, new products or services, or new technologies. We know there are days when you are fielding these questions, troubleshooting the problems, learning about the new products, or mastering the new technologies, and you barely have time to come up for air.
That's why most of the activities in the book can be completed in 30 minutes or less. They are designed to be used as motivational sessions before your team starts its work shift, as part of brown-bag lunch seminars, during regular
teambuilding sessions, or as short add-ons to existing customer-service training sessions. The activities will help you sustain your competitive service edge without the significant expense of additional training or seminars.
The exercises come in a variety of formats and lengths, from brainstorming to role-plays to games to secret shopping trips. But underlying all is a common theme: an activity grounded in adult learning principles that stress learning by doing, have a focus on real-world customer-service challenges, and ease the transfer of training back to the workplace. We believe adults learn best when they are fully engaged and participative, and when training is based not only on the instructor's or manager's expertise but also on the hard-won lessons and insights shared by frontline service professionals. Customer service is at once both one of the most demanding and one of the most rewarding jobs on
the globe. It can make clear the difference between organizations that succeed and organizations that struggle, because the latter haven't yet learned one of the paramount rules of customer service: When customers truly feel you have their
best interests at heart, they'll stick to your organization like Velcro?
What you do is vital to your organization, now more than ever before. We hope you use these activities to continue building and honing the customerservice skills and attitudes that give your organization that all-important service edge, and that you share with your team a lot of fun and laughs in the process.
Excerpted from 101 ACTIVITIES FOR DELIVERING KNOCK YOUR SOCKS OFF SERVICE by Performance Research Associates, with Ann Thomas and Jill Applegate. Copyright © 2009 Performance Research Associates. Published by AMACOM Books, a division of American Management Association, New York, NY. Used with permission. All rights reserved. http://www.amacombooks.org.