Both the New Sales Game and their brand new book, Excuses, Excuses, Excuses, are solid training pieces, destined to become standards in the training and learning industry.
Sam Brown, Director of Organizational Learning, Applied Industrial Technologies.



 

Excuses, Excuses, Excuses...
For Not Delivering Excellent Customer Service, and What Should Happen!^©

Excuses are those obstacles we ourselves--employees in the service industry--create for not doing those things we have an inherent responsibility to provide the customer with--excellent professional service and in a caring, friendly and consistent manner. What is offered here are the excuses we use far too often, and more importantly, what we should say and do instead because there are no excuses for not delivering excellent customer service!
Selected Contents

• Delivering Excellent Customer Service
• Practice the Golden Rule
• Check Out Your Work Environment
• Be a Master at What You Do!
• You Can’t Put It Back!
• Exploring the Mind of Your Customer
• Profit Is Not a Dirty Word
• Caring—Attitude
• A Little Story
• Wouldn’t It Be Nice
• Common Sense Still Goes a Long Way

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Good Training Tool, June 8, 2005   Reviewer: Kevin Killian (San Francisco, CA United States)   EXCUSES, EXCUSES, EXCUSES may be one of the most important training tools for all of your employees. They don't have to be the ones on the "front lines," people manning the phones or e-mail contacts for customer service. Doane and his partner, Rose Sloat, have diagnosed the problem of faulty customer service and they accurately see it as a pandemic that proceeds from the top down. Let's face it, if your CEO could care less about customer service, none of your customers are going to find you have made it a priority. That's why this book may actually turn the tide in a beleaguered industry. Everyone wants to be shown a little respect. We've all been through situations in which, for one reason or another, we have been treated badly and we would like redress. As Doane and Sloat point out, this happens in our personal lives as well. Customers return to sites of commerce where they have been recognized as human, interpellated and really "seen," sometimes for the first time. However we all have our excuses for why we really didn't go the whole nine yards for our customers. And one of them might well be, "It is not our company policy to please our customers." Let's face it, there are many organizations, even service organizations, in which customers are not as important as, say, overhead or bottom-line profitability. And the short-sighted cost-cutters often argue that "we don't really need customer service because they're going to buy from us anyhow." Wrong! That's just another excuse, in the finely tuned analysis of Canton, Ohio-based educators Darryl Doane and Rose D. Sloat. Their book is by turns hard-hitting and sort of humorous, with many a doleful anecdote. It reads very easily. It could have been a bit longer I think. But hopefully they will have a sequel of sorts coming out through their innovative "Learning Service" family of experiences. Listen to these two. They have been there, on both sides of the fence, and they know of whereof they speak.

"This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the every day relationships between the customer and service representative."
Joe Breniser, President, Creative Training Institute

"An exceptional Tool Kit, that is a must for every employee in an organization that has communications with customers. Professional, insightful, real-life responses to everyday customer service situations. Enjoyable, funny, easy to read handbook that puts the customer at the center of your organization."
Diane Erickson, Former Director of Special Projects, Danner Press
 

The New Sales Game^©
Darryl S. Doane
and Rose D. Sloat
The complete training package includes: A comprehensive Leader's Guide, one Participation Booklet, one Customer Focus Tool, transparency masters, game board and playing materials.
$249.00

The   New Sales Game© is a
highly interactive, one-day, facilitated program that uses presentations, group discussion, games, and activities to help sales representatives better understand their customers and develop strategies to become more effective solution providers. Participants will evaluate where they are, and where they need to be through a creative Customer Focus Tool and an easy-to-implement Action Plan. The training concludes with an entertaining group game to drive home key points. 

"The New Sales Game is a great training tool to help your sales group initiate change and break out of old,  outdated, selling habits. Not only does this package help you to visualize the big picture, but it also offers specific steps and action items
to reach your individual goals. It's a great value!"
Tom Bolerjack, Former Sales Representative, Danner Press

"Two thumbs up for The New Sales Game." 
Roy Mayers, President and CEO, Hess Management Company

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Customer Service Activity Book
$34.95
Powerful training exercises for creating top-notch customer service!

From seasoned veterans to first-timers, any instructor, trainer, manager, consultant, or coach charged with improving customer service will find The Customer Service Activity Book a powerful resource. The activities can easily be used as a complete customer service training program or customized and used individually to address areas of concern.

The Customer Service Activity Book presents an array of dynamic and engaging activities that:

• Reinforce what good customer service is —and is not
• Demonstrate how to work together most constructively and efficiently
• Prove the value and the importance of "sharing the load"
• Show how to increase productivity and performance while enhancing relationships with customers

Assembling 20 years of sales and customer service experiences in a wide variety of industries, The Customer Service Activity Book is a treasure trove of exercises for enhancing the quality of any customer service training program.

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50 Activities for Achieving
Excellent Customer Service
Darryl S. Doane
and Rose D. Sloat $139.95

 

Training Methods

• Role plays Assessments Brainstorming
• Listening exercises
  
  This resource manual provides:
  1. Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands. Identification and creation of memorable experiences for your customer service representatives and their customers A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle of the road years of experience, or a newcomer or occasional trainer. 50 high quality activities which may be easily aligned with the specific needs and identified competencies within your customer service area. User friendly activities which take you step by step through the training process, allowing you to easily deliver high impact training that makes a difference. Activities which are easily customized to your needs and include a number of variations and additional insights and ideas to make them the “right fit” for your programs. A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization. Powerful bonus sections are included to complement and support your customer service core values and enhance performance. A complementary copy of Excuses, Excuses, Excuses...For Not Delivering Excellent Customer Service—And What Should Happen!
  2. Effective tools to assist you in attaining the next level of success with that individual who needs to be your primary focus—the Customer!

Time GuidelinesActivities take between 15 minutes and one hour.

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