Industrial-Sized Deals TextBTS15 Shop Women's Handbags Learn more nav_sap_plcc_6M_fly_beacon Disturbed $5 Off Fire TV Stick Subscribe & Save Shop Popular Services pivdl pivdl pivdl  Amazon Echo Starting at $99 Kindle Voyage Gear Up for Football Baby Sale
Digital List Price: $25.00
Kindle Price: $13.99

Save $11.01 (44%)

These promotions will be applied to this item:

Some promotions may be combined; others are not eligible to be combined with other offers. For details, please see the Terms & Conditions associated with these promotions.

Deliver to your Kindle or other device

Deliver to your Kindle or other device

Flip to back Flip to front
Audible Narration Playing... Paused   You are listening to a sample of the Audible narration for this Kindle book.
Learn more

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

54 customer reviews

See all 5 formats and editions Hide other formats and editions
Amazon Price New from Used from
Kindle
"Please retry"
$13.99

Length: 209 pages Word Wise: Enabled

Kindle Daily Deals
Kindle Delivers: Daily Deals
Subscribe to find out about each day's Kindle Daily Deals for adults and young readers. Learn more (U.S. customers only)

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 Education; 1 edition (September 22, 1998)
  • Publication Date: September 22, 1998
  • Sold by: Amazon Digital Services, Inc.
  • Language: English
  • ASIN: B000SEGJ8K
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Enabled
  • Lending: Not Enabled
  • Enhanced Typesetting: Not Enabled
  • Amazon Best Sellers Rank: #207,928 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
  •  Would you like to give feedback on images?


More About the Authors

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

Most Helpful Customer Reviews

52 of 53 people found the following review helpful By Chaleigh on October 31, 2000
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!
1 Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
37 of 37 people found the following review helpful By Anne S. Headley on May 30, 2001
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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
19 of 20 people found the following review helpful By A Customer on April 18, 2000
Format: Paperback
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!
1 Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
46 of 54 people found the following review helpful By A Customer on April 22, 1999
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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
20 of 22 people found the following review helpful By "syverson2" on February 11, 2001
Format: Paperback
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!).
1 Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
24 of 27 people found the following review helpful By Marci Thompson on April 25, 2000
Format: Paperback
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!
1 Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
27 of 32 people found the following review helpful By California Duet on 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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
10 of 11 people found the following review helpful By Helena Rehakova on December 7, 2002
Format: Paperback
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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again

Forums

There are no discussions about this product yet.
Be the first to discuss this product with the community.
Start a new discussion
Topic:
First post:
Prompts for sign-in