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"Contents :- Preface - Introduction - Chapter 1: Assessing and addressing learners' needs - Chapter 2: Creating memorable events - Chapter 3: Developing powerful learning aids - Chapter 4: Creating a stimulating environment - Chapter 5: Starting with a bang! - Chapter 6: Connecting with learners - Chapter 7: Getting learners' brains in gear - Chapter 8: Engaging your learners - Chapter 9: Keeping it positive - Chapter 10: Managing unique groups and individuals - Chapter 11: Reinforcing learning through review and repetition - Chapter 12: Transferring learning to the job - Chapter 13: Evaluating training results - Appendix A: Applying Abraham Maslow's hierarchy of needs theory of motivation to training - Appendix B: Creative strategies for selecting volunteers - Appendix C: Creatively grouping participants - Resources - About the author - Index "

"Too often the long-term results of training are lacking. So how can you be certain that your training efforts are sticky enough to have lasting impact on your trainees and their work? Hit the sweet spot of training application with Making Learning Stick, a practical, easy-to-use resource aimed at boosting retention and application of learning on the job. Get detailed, step-by-step instructions for this treasure trove of techniques along with dozens of variations likely to suit any training situation."

"Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of "Customer Service Training 101" presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: projecting a positive attitude and making a great first impression; communicating effectively, both verbally and nonverbally; developing trust, establishing rapport, and making customers feel valued; and confidently handling difficult customers and situations. The new features include: 'How Do I Measure Up?' self-assessments, and 'Doing It Right' examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more."

"Eleven classroom-tested games that can be mixed, matched, and modified for any training objective.Facilitate and evaluate your learning game play with the right combination of paper exercises, card games, board games, and unconventional activities that require a variety of unique props. Training Games provides a convenient game-use matrix to help you select the best games for your objectives."

"Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehensive training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail."