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.