The Big Book of Customer Service Training Games / Edition 1by Peggy Carlaw, Vasudha Deming, Vasudha Kathleen Deming
Pub. Date: 09/01/1998
Publisher: McGraw-Hill Professional Publishing
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.
Table of Contents
What You Say and How You Say It.
Make the Connection.
Here's Looking at You.
Make It a Great Day.
Stop, Look, and Listen.
The Sky's the Limit.
When the Going Gets Tough.
Wait! That's Not All.
What About Us?
Most Helpful Customer Reviews
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Peggy Carlaw and Vasudha Deming have combined extensive training knowledge to make this a highly impactful book. I have been a corporate trainer for 8 years and find myself using the same energizers and ice-breakers continuously. This book increased my repertoire of training activities to offer my participants. As a result I have been energized, and I can pass on the enthusiasm and knowledge.
Thank God for this book. It has improved the efficiency and morale of my department. The best thing since the invention of indoor plumbing !!!
A very well written book with great ideas and concepts related to customer service training. A must for trainers in the customer service arena.
A very useful book in developing a customer service program.