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The Big Book of Customer Service Training Games (Big Book Series) [Kindle Edition]

Peggy Carlaw , Vasudha K. Deming
4.5 out of 5 stars  See all reviews (41 customer reviews)

Digital List Price: $25.00 What's this?
Print List Price: $25.00
Kindle Price: $13.72
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Book Description

Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as
role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.

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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.

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.

Product Details

  • File Size: 1534 KB
  • Print Length: 209 pages
  • Simultaneous Device Usage: Up to 4 simultaneous devices, per publisher limits
  • Publisher: McGraw-Hill; 1 edition (September 1, 1998)
  • Sold by: Amazon Digital Services, Inc.
  • Language: English
  • ASIN: B000SEGJ8K
  • Text-to-Speech: Enabled
  • X-Ray:
  • Lending: Not Enabled
  • Amazon Best Sellers Rank: #196,062 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

Most Helpful Customer Reviews
49 of 50 people found the following review helpful
5.0 out of 5 stars One Stop Shopping for ideas! October 31, 2000
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!
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36 of 36 people found the following review helpful
5.0 out of 5 stars Customer service is for everyone! May 30, 2001
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.
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45 of 52 people found the following review helpful
By A Customer
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.
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18 of 19 people found the following review helpful
5.0 out of 5 stars Simple, straightforward and fun April 19, 2000
By A Customer
As a corporate trainer, I was asked to prepare a customer service training and didn't know quite where to begin. This book offers many good tips for creating a program and has several fun activities that reinforce the keys of good customer service. A bit basic at times, but overall: GREAT! Oh, and the price is right, too!
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24 of 27 people found the following review helpful
5.0 out of 5 stars A great tool - informative and fun! April 25, 2000
When our company, Monarch Bay Software, needed tools for a "communication workshop", I came to Amazon to search through the numerous options. This book caught my attention. I based the entire workshop on the activities and discussion topics out of it. I was very impressed and the staff loved it. They are wanting to do something like this again!
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24 of 27 people found the following review helpful
1.0 out of 5 stars Terrible Book June 24, 2006
Format:Paperback|Verified Purchase
This is hardly a "big book" of customer service; it's more like a cheesy, small book of stupidity. The "games" are described inaccurately with words such as "active, fun, high energy" (to paraphrase), when in fact the "games" are word searches, fill in the blanks, and other single user, paper and pencil, kindergarden level time wasters. The teacher or trainer is supposed to use certain pages for "overheads," whatever those are. I'm guessing this book is so old (and therefore so out of date) that overheads were something in use prior to the invention of the computer. Finally, the drawings are as immature and poorly rendered as the lack of thought, lack of creativity, and lack of usefulness that is characteristic of this entire book. I returned it, and regret that I have to pay return shipping charges; I am that dissatisfied with this purchase. If you really want a great CS book, get "Secret Service" by John DiJulius (founder of John Roberts Hair). That book is everything this book purports to be, and more. John is intelligent, observant, a great communicator, and he doesn't treat the trainer or the learner like a grammar school class. His book is 5 stars; this book is less than zero.
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20 of 22 people found the following review helpful
5.0 out of 5 stars The big book of customer service training games February 11, 2001
This book will add an element of fun and education about customer service to any meeting. The games that the book can be applied to any service industry no matter how big or small. As customer service is an emphasis in my organization, this book provided me with a tool to reinforce every aspect of customer service to the people who are directly providing it. The book is simple to follow and allows for quick and easy activities. The objectives are clear and the activities are fun. I have put together 13 quick games that will be done at staff meetings and can be used with all departments. The big book of customer service training games is not just for new employees but can be revitalizing to all employees (no matter how long they have worked for you!).
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10 of 11 people found the following review helpful
5.0 out of 5 stars A perfect help to train customer focus December 7, 2002
This book contains many easy-to-deliver games that really help a trainer to keep customer service (and sales) reps focussed on those things that really matter in the various phases of customer contact. Me as a fact-oriented consultant have no problem using the exercises and they help me to initiate discussion without having to "feed" the theory to the participants first. My personal favourite is the Tennis Shoe Alien game which is real fun and gives a different view of things we consider so "easy" and "basic" that we do not pay much attention to them anymore.
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Most Recent Customer Reviews
4.0 out of 5 stars Good Basic Training Activities!
This book gave some great, basic training activities that I was able to incorporate into my Customer Service Strategies course I teach at our local Community College.
Published 5 months ago by Wixom Iowa
5.0 out of 5 stars Great training resource!
This book is a great hands-on tool for training customer service reps and others. I have used a number of the "games" with my college students. Read more
Published 8 months ago by P. Norris
5.0 out of 5 stars Used in classroom
This book is OUTSTANDING. I used many of the examples in the book for classroom activities that were enjoyed by all and provided learning.
Published 10 months ago by Mimi
3.0 out of 5 stars The big book
This book is ok, but some of the activities are too simplistic. I was hoping for new fresh ideas. Good for beginners
Published 10 months ago by Vikki Dupaquier
5.0 out of 5 stars Fantastic!
Quick! Clever! To the point! I often have less than five minutes to engage my employees. This book has provided many useful activities suitable for a professional work environment. Read more
Published 11 months ago by Hilary
3.0 out of 5 stars Lots of ideas.
Loaded with lots of ideas. Just many did not really work in our environment or took up way too much time.
Published 12 months ago by Tricia Sheldon
4.0 out of 5 stars Good for Customer Service but also for non-profit organizations
This book is a great resource for helping trainers and facilitators do some role playing and get people really involved in seeing what customer service is all about. Read more
Published 17 months ago by Gregory Gazin
5.0 out of 5 stars Extremely Helpful
This work book is packed with tons of great exercises -all in which were perfect for any group..It saved me in the class room and provided countless ideas... Read more
Published 18 months ago by John
3.0 out of 5 stars A good book to consider
After reviewing this book, it was very helpful in doing physical activities for groups when discussing customer service. Read more
Published 20 months ago by Librowork
5.0 out of 5 stars 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 24 months ago by Nouria
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