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

by Peggy Carlaw, Vasudha K. Deming

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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.

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All Customer Reviews
Average Customer Review: 4.5 out of 5 stars

0 of 0 people found the following review helpful:

5 out of 5 stars

csi review, 2008-03-10
This book was full of fun and easy games. I was able to implement the games while conducting a customer service class. The participants enjoyed the games and it really made the class move along quicker and I received the participation I was looking for. Great for small groups.

0 of 0 people found the following review helpful:

4 out of 5 stars

Good for basics, 2007-10-10
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 customer service.

1 of 1 people found the following review helpful:

3 out of 5 stars

The Big Book of Customer Service Training Games (Big Book of Business Games), 2007-04-11
This would be a great book for a new trainer, but not for a seasoned professional. There are not enough "fun" games in this book. Many of the games are just meant intiate a discussion about a topic. I was under the impression that the games would be more interactive.

1 of 2 people found the following review helpful:

5 out of 5 stars

Best for active customer service training and seminars, 2006-10-05
Pick and choose as you wish. It added spice and enthusiasm to my meirc customer service training in dubai.

5 of 6 people found the following review helpful:

5 out of 5 stars

Customer Service Made Easy!, 2006-08-10
Easy to read book with great games, tips, ideas for elevating the level of customer service by your staff. Most projects take only about 15 minutes of staff time. Minimal props needed - paper, pens, flipchart and a few hand-outs. All activities invite group interaction, tips on coping with negative feedback and lessons about how to continually improve customer service skills while focusing on the value of the staff. I'm using it with the non-medical staff in a hospital setting.

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