The Big Book of Customer Service Training Games (Big Book Series) (Paperback)

by Peggy Carlaw (Author), Vasudha Deming (Author) "Participants work in groups to piece together several definitions of service (provided on pre-cut pages)..." (more)
Key Phrases: customer service environment, open body language, tell participants, Nutshell Participants (more...)

Editorial Reviews

Product 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.

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.

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Product Details

• Paperback: 209 pages
• Publisher: McGraw-Hill; 1 edition (September 1, 1998)
• Language: English
• ISBN-10: 0070779740
• ISBN-13: 978-0070779747
• Product Dimensions: 9.1 x 7.3 x 0.6 inches
• Shipping Weight: 13.6 ounces (View shipping rates and policies)
• Average Customer Review: 4.6 out of 5 stars See all reviews (26 customer reviews)
• Amazon.com Sales Rank: #15,836 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

43 of 44 people found the following review helpful:

5.0 out of 5 stars One Stop Shopping for ideas!, October 31, 2000

By	Sandy Patak, Tidewater Consulting - Training Guru (Alpharetta, GA USA) - See all my reviews

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!

34 of 34 people found the following review helpful:

5.0 out of 5 stars Customer service is for everyone!, May 30, 2001

By	Anne S. Headley (University Park, MD United States) - See all my reviews (REAL NAME)

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.

43 of 49 people found the following review helpful:

5.0 out of 5 stars Interactive, action packed Ideas for Service Workshops, April 22, 1999

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.