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The Big Book of Customer Service Training Games (Big Book Series) | 
 enlarge | Authors: Peggy Carlaw, Vasudha K. Deming
Publisher: McGraw-Hill
Category: Book
List Price: $24.95
Buy New: $8.82
You Save: $16.13 (65%)
New (32) Used (18) from $8.82
Rating:  24 reviews
Sales Rank: 20294
Media: Paperback
Edition: 1
Pages: 209
Number Of Items: 1
Shipping Weight (lbs): 0.9
Dimensions (in): 9.1 x 7.3 x 0.6
ISBN: 0070779740
Dewey Decimal Number: 658.812
UPC: 639785305712
EAN: 9780070779747
ASIN: 0070779740
Publication Date: September 1, 1998
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: Brand new, never read. Expedited shipping available. We ship worldwide!
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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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| Customer Reviews: Read 19 more reviews...
 csi review March 10, 2008
G. Barton (california)
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.
 Good for basics October 10, 2007
Paula (Atlanta, GA)
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.
 The Big Book of Customer Service Training Games (Big Book of Business Games) April 11, 2007
S. Cathcart
1 out of 1 found this review helpful
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.
Best for active customer service training and seminars October 5, 2006
RAMI KANTARI (DUBAI, United Arab Emirates)
1 out of 2 found this review helpful
Pick and choose as you wish. It added spice and enthusiasm to my meirc customer service training in dubai.
Customer Service Made Easy! August 10, 2006
Linda Bily (Selden, NY USA)
5 out of 6 found this review helpful
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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