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The Big Book of Customer Service Training Games: Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals with Customers (Big Book Series) [Paperback]

Peggy Carlaw , Vasudha K. Deming
3.8 out of 5 stars  See all reviews (17 customer reviews)
Price: £12.99 & FREE Delivery in the UK. Details
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Paperback, 1 Oct 1998 £12.99  

Book Description

1 Oct 1998 0070779740 978-0070779747 First Edition
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.

Frequently Bought Together

The Big Book of Customer Service Training Games: Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals with Customers (Big Book Series) + Five Star Service: How to Deliver Exceptional Customer Service (Prentice Hall Business) + The Ten Principles Behind Great Customer Experiences (Financial Times Series)
Price For All Three: £35.35

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Product details

  • Paperback: 209 pages
  • Publisher: McGraw-Hill Professional; First Edition edition (1 Oct 1998)
  • Language: English
  • ISBN-10: 0070779740
  • ISBN-13: 978-0070779747
  • Product Dimensions: 23.5 x 18.6 x 1.5 cm
  • Average Customer Review: 3.8 out of 5 stars  See all reviews (17 customer reviews)
  • Amazon Bestsellers Rank: 570,883 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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Product Description

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. Vasudha Kathleen Deming is an instructional designer and training consultant specializing in customer service and technical support.

Inside This Book (Learn More)
First Sentence
Participants work in groups to piece together several definitions of service (provided on pre-cut pages). Read the first page
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Customer Reviews

Most Helpful Customer Reviews
28 of 28 people found the following review helpful
By A Customer
Format:Paperback
In 2000, I made a decision to switch careers from management into training. I had some thoughts and ideals about what I wanted to achieve during my training sessions, but this is THE book that helped me achieve all that.
The concepts and team games within this book are invaluable and written in an easy to follow and fun format (My favourite is Tennis Shoe Alien). It has encouraged me to evolve as a trainer and given me the confidence to start devising my own ideals and team games.
This is the best book I have ever invested in and has paid off big time! A big thank you to the authors.
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9 of 9 people found the following review helpful
3.0 out of 5 stars Simple facilitation advices 16 Aug 2003
Format:Paperback
I am a trainer and when I read this book I couldn't have any "Ahha, that is a good idea" type feeling. However it is well written and easy to read. I think it is ideal for a Customer Services supervisor who wants to add some flavor to his/her meetings with his/her team. There are of course 3-4 ideas that can be used broadly elsewhere.
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9 of 9 people found the following review helpful
By A Customer
Format:Paperback
This book is filled with good games and workshop material for customer service training. It is organized well with each section including an activity, the purpose, materials, and discussion points. Professional Trainers of those who want to do training at there own company should buy this book.
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11 of 12 people found the following review helpful
By A Customer
Format:Paperback
This book helped me through my first year teaching customer service. I found the games easy to follow and my students enjoyed them all, especially 'Tennis Shoe Alien'. The only criticism is that some of them are very American, but can be adapted.
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1 of 1 people found the following review helpful
4.0 out of 5 stars A useful way to train your people 17 Oct 2008
Format:Paperback
Games are a great way to train people as the fun element helps the key learning points to be absorbed. This book provides a range of activities that you can dip into to liven up your customer service training. Experienced trainers/facilitators may not benefit as much from this title but it could give some new ideas or approaches. If nothing else it will stop your customer service training being boring!!
Simon Hazeldine Author of 'Bare Knuckle Customer Service', 'Bare Knuckle Selling' and 'Bare Knuckle Negotiating'
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1 of 1 people found the following review helpful
5.0 out of 5 stars Excellent training tool 19 Oct 2013
By Yasmin
Format:Paperback
Excellent training tool, some very good ideas. Not saw a book as good or as concise. Worth a purchase and such a good price
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1 of 1 people found the following review helpful
5.0 out of 5 stars Customer service tricks 12 Jun 2013
Format:Paperback|Verified Purchase
A useful book to remind trainers of the type of interactive activities they can employ when trying to explain how to deliver good customer service. A little old-fashioned but still useful.
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1 of 1 people found the following review helpful
5.0 out of 5 stars Really helpful 3 Mar 2013
Format:Paperback|Verified Purchase
If you're a seasoned trainer then this maybe will be things that you've seen or used before but as it's my first time putting together a CS training course, I found this really helpful and some great ideas!
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Most Recent Customer Reviews
5.0 out of 5 stars Five Stars
Useful book with many practical and effective games. Recommend it
Published 18 days ago by golden55
1.0 out of 5 stars Disappointed
Really disappointed with this book. I was looking for some different ideas to add to my customer service training, I struggled to find anything that I am likely to use, it is also... Read more
Published 3 months ago by Jane Lesley Whitehead
4.0 out of 5 stars Good training resource
Really useful resource, excellently presented and adaptable to different levels. Students enjoyed the activities and understood the intended messages from them. Read more
Published 6 months ago by Wendy
3.0 out of 5 stars Interesting and Fun
This is a book that makes interesting read, but to get the full benefit, you will need at least 2-3 people to role play. Good for trainers in this field.
Published 16 months ago by Dew
3.0 out of 5 stars some good information
quick delivery but alittle disappointed with the amount of games with alot of handouts.but did give me some ideas. ok for the price
Published 19 months ago by Hj
1.0 out of 5 stars Very basic
A very basic set of exercises for customer service. If you are looking for some thought provoking and really unique exercises for your teams, don't buy this book! Disappointing....
Published on 21 July 2012 by Barney
5.0 out of 5 stars useful
It is an interesting tool to use with professionals as well as with people in training programs.
Published on 3 Sep 2010 by José Carvalho
3.0 out of 5 stars Seemed too simple
Cannot say that this is a revelation for trainers with experience, however, it will be good for new facilitators and might be a reference/refresher/material for variations for more... Read more
Published on 20 Dec 2009 by North_Girl
3.0 out of 5 stars too much to work with
it is a big book packed with stuff and I found it a bit too much to take in. The book I really can recommend on customer service and it is an enjoyable read too is Secret Service:... Read more
Published on 25 Sep 2009 by Lidy Benton
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