Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude; speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and, other essentials to successfully provide great front line customer service.
The Big Book of Customer Service Training Games
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Book Description
Editorial Reviews
From the Back Cover
Supervisors and trainers: turn your customer service reps into your company's biggest asset! Because they're out there dealing with the public, frontline workers such as customer service representatives, salespeople, and technicians have the capacity to make a company look very bad...or very good. With the help of this creative collection of training games, you can be sure that your employees can be counted on to give your company a good reputation--employees who...know how to create a rapport with the customer or client; recognize and respond for the needs of every customer; go beyond the expected; bring enthusiasm and a love of what they do to the job. These easy-to-use games take just 15-30 minutes and include reproducible handouts and worksheets. You can use them either to enliven traditional customer service training programs or to add a training component to a regular staff meeting. Customer service training games will help your frontline service workers keep a positive attitude at all times; speak and communicate clearly, both on the telephone and face-to-face; deal with difficult customers, and much more.
--This text refers to an alternate
Paperback
edition.
About the Author
Peggy Carlaw is the founder and president of Impact Learning Systems International, a training and consulting company based in California. Vashuda Kathleen Deming is an instructional designer and training consultant specializing in customer service and technical support.
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Customer Reviews
Most Helpful Customer Reviews
47 of 48 people found the following review helpful
Format:Paperback
As a corporate trainer, I'm constantly looking for ideas to "wake up" my students. I decided to get this book sight unseen on a whim (hey, the price was right!). Wow! I'm happy to say that this book has not only gotten students to wake up but to look forward to the next game!
This book provides the instructions for the game, the scenario of when to use it, and if appropriate, handouts & overheads!
Each game is timely and useful..... no fluff here! I'm now designing a 2 day training session with nothing but customer service games to prove that learning can be fun!
You won't be disappointed in this one!
36 of 36 people found the following review helpful
Format:Paperback
How can you inspire and rejuvenate your workforce? For supervisors who need to motivate their teams to provide excellent customer service, or for trainers in the workplace, this under-$20 book will be welcome.
As a career counselor, I deal with people who are burned out and depressed by their work situations. By feeding clients manageable exercises that they can take back to work, I can see creativity born of empowerment that can make a difference. Even if/when they decide to change jobs, accomplishment in customer service are those which the new employer will want to hear about.
Addressing the dynamics of employees dealing with both internal and external customers, there are many ten-minute exercises, appropriate for new employee orientation, warm-ups for staff meetings, or launches for all-day training times.
Carlaw and Deming have done a fine job of providing practical hints and easy-to-reproduce hand-outs without overloading the reader with theory.
45 of 51 people found the following review helpful
Format:Paperback
This book is filled with good games and workshop material for customer service training. It is organized well with each section including an activity, the purpose, materials, and discussion points. Professional Trainers of those who want to do training at there own company should buy this book.
Most Recent Customer Reviews
Customer Service games for teaching
I am teaching English to employees in a hotel situation (housekeepers, landscapers) and customer service is a major component of the curriculum. Read more
Published 18 days ago by Nouria
immediately useful!
I ordered this book for a course I am teaching in Customer Service - I used it the day I got it! My students loved the activities and they really helped solidify different... Read more
Published 8 months ago by E. Paron
Customer service
Found the book great for just in time activities and time fillers, as well as planned learning venues to replace talking heads.
Published 13 months ago by cemhw
Perfect-o!
The book was just as described by the seller. I received it within a week of ordering. Fast and correct! Thanks for the great service! I will buy again from this buyer!
Published 19 months ago by ak116
The Big Book of Customer Service Training Games
I found this book to be helpful to me in coming up with activities to supplement my customer service trainings. It gives real life scenarios to the material I teach.
Published 19 months ago by Kim
Break the ice and add some spice to your training sessions...
This book is just as it purports to be - a book of "games" to assist in the training of Customer Service Representatives. Read more
Published 20 months ago by KEITH HERMAN
Some good ideas
I've gotten some great ideas from THE BIG BOOK OF CUSTOMER TRAINING GAMES and this book is a great way to liven up your next meeting. Read more
Published on May 25, 2009 by Monty Rainey
A useful way to train your people
Games are a great way to train people as the fun element helps the key learning points to be absorbed. Read more
Published on October 31, 2008 by Simon Hazeldine
csi review
This book was full of fun and easy games. I was able to implement the games while conducting a customer service class. Read more
Published on March 10, 2008 by G. Barton
Good for basics
Likely best for entry level through mid level customer service. Enough exercises to get your folks "thinking" and focused on improved communications - a huge piece of excellent... Read more
Published on October 10, 2007 by Paula
Inside This Book
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Browse and search another edition of this book.
Browse and search another edition of this book.
First Sentence:
Participants work in groups to piece together several definitions of service (provided on pre-cut pages). Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer service environment, open body language, tell participants, upset customers Key Phrases - Capitalized Phrases (CAPs): (learn more)
Nutshell Participants New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Surprise Me!
Participants work in groups to piece together several definitions of service (provided on pre-cut pages). Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer service environment, open body language, tell participants, upset customers Key Phrases - Capitalized Phrases (CAPs): (learn more)
Nutshell Participants New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Surprise Me!
Citations (learn more)
This book cites 1
book:
5
books
cite this book:
- Beauty and the Beast (Methuen Theatrescripts) by Louise Page on page 141
- Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff by Malcolm Carlaw on 4 pages
- 103 Additional Training Games by Gary Kroehnert in Back Matter
- Entrepreneur Magazine's Ultimate Small Business Marketing Guide: Over 1500 Great Marketing Tricks That Will Drive Your Business Through the Roof by James Stephenson on page 89
- 301 More Ways to Have Fun at Work by Dave Hemsath in Back Matter
- The Big Book of Sales Games: Quick, Fun Activities for Improving Selling Skills or Livening Up a Sales Meeting by Peggy Carlaw in Front Matter
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