The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers - ISBN:0079137733

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

Date: 21 April 2011, 10:00

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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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