Pub. Date:
McGraw-Hill Professional Publishing
The Big Book of Customer Service Training Games / Edition 1

The Big Book of Customer Service Training Games / Edition 1


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Product Details

ISBN-13: 9780070779747
Publisher: McGraw-Hill Professional Publishing
Publication date: 09/01/1998
Series: Big Book Series
Edition description: Net
Pages: 224
Sales rank: 514,057
Product dimensions: 7.40(w) x 9.20(h) x 0.50(d)

About the Author

Peggy Carlaw is the founder and president of Impact Learning Systems International, a training and consulting company based in California. Vasudha Kathleen Deming is an instructional designer and training consultant specializing in customer service and technical support.

Read an Excerpt

Chapter 1: It's Who You Are

Assets and Opportunities

In a Nutshell

In this activity, participants review skills that are essential to the customer service role, assess their own competence in each skill, and develop an action plan for improving their proficiency. This activity helps new employees understand the assets possessed by top-notch customer service representatives and gives all employees an opportunity to review their assets and opportunities for improvement.


10-15 minutes.

What You'll Need

One copy of the handouts on pages 13 through 15 for each participant.

What to Do

Distribute the handouts on pages 13 and 14. Give participants five to ten minutes to complete the activity.

Then distribute the handout on page 15 and ask each participant to develop an action plan to improve two skills.

Tip! You may want to post these action plans in your department and review them on a weekly basis. Reward employees when they make verifiable progress.

If You Have More Time

Make another copy of the Action Plan Worksheet on page 15. Put participants into pairs. Each participant will write the skills he or she wants to improve on the Action Plan Worksheet on the line titled "Your skill." The participants will then trade worksheets with their partners.

Each participant will create an action plan to help his or her partner become a Super Star in the areas listed on the worksheet. Allow five minutes for this activity.

After five minutes, have participants trade action plans and give them several minutes to review.

Discussion Questions

Q: Is it helpfulto have someone else brainstorm ideas for you?

A: Field answers.

Q: Did your partner think of some ideas that you would not have thought of?

A: Field answers.

Ask participants to review their action plans from time to time in order to improve their proficiency in each skill.

Assets and Opportunities

Whether you plan a life-long career in customer service or view your present job as a stepping stone to something else, the skills inherent in providing good customer service will be assets in any field you choose. What's more, a good attitude is key to success anywhere, anytime. Customer service representatives who stand out in their work are:

  • Friendly
  • Quick
  • Efficient
  • Eager to please
  • Knowledgeable
  • Optimistic
  • Diligent
  • Able to understand customers' requests
  • Attentive
  • Creatively helpful
  • Empathetic
  • Poised
  • Upbeat
  • Honest and fair
  • Solution-oriented

These customer service representatives always:

  • Listen attentively.
  • Maintain a positive attitude.
  • Speak clearly.
  • Avoid technical terms or fancy words.
  • Give customers a feeling of confidence in them, the information they give, and the company.
  • Make every customer feel important.
  • Soothe ruffled feathers...

Table of Contents

It's Who You Are.
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?

Customer Reviews

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The Big Book of Customer Service Training Games 4.8 out of 5 based on 0 ratings. 4 reviews.
Guest More than 1 year ago
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.
Guest More than 1 year ago
Thank God for this book. It has improved the efficiency and morale of my department. The best thing since the invention of indoor plumbing !!!
Guest More than 1 year ago
A very well written book with great ideas and concepts related to customer service training. A must for trainers in the customer service arena.
nychra More than 1 year ago
A very useful book in developing a customer service program.