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The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees (Management & Leadership) Paperback – January 1, 2007
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From the Back Cover
Supervisors and trainers: turn your customer service reps into yourcompany's biggest asset! Because they're out there dealing with thepublic, frontline workers such as customer service representatives, salespeople, and technicians have the capacity to make a company lookvery bad...or very good. With the help of this creative collection oftraining games, you can be sure that your employees can be counted onto give your company a good reputation--employees who...know how tocreate a rapport with the customer or client; recognize and respondfor the needs of every customer; go beyond the expected; bringenthusiasm and a love of what they do to the job. These easy-to-usegames take just 15-30 minutes and include reproducible handouts andworksheets. You can use them either to enliven traditional customerservice training programs or to add a training component to a regularstaff meeting. Customer service training games will help yourfrontline service workers keep a positive attitude at all times; speakand communicate clearly, both on the telephone and face-to-face; dealwith 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.
Top customer reviews
I know that sounds like a petty thing, but to me if you're going to publish a book, do it right. Make it conducive to fulfilling your readers' needs.
I tried a handful of games outlined at my last meeting and they were all greeted with great success. Again, due to the lack of detail, some of the games took a few minutes to iron out the rough edges and organize everyone, but once we got things rolling, it added a lot of fun to the meeting and proved to be some very good "after lunch, when everyone wanted to take a nap" activities.
I'll definately turn to the book in the future. If you're looking for some fun ways to spice up your meetings, start here. There are fifty games outlined here. You're bound to find a few that you can easily apply to your customer service training.