The Big Book of Customer Service Training Games

by Peggy Carlaw, Vasudha Deming

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.

Genres: Business

224 pages, Paperback

First published September 1, 1998

Reviews

[Crystal · Rating 4 out of 5]

Had so many informative simple, task but things that make a huge difference in customer service.. This book is just as it purports to be - a book of "games" to assist in the training of Customer Service Representatives. It's a fun book that fits perfectly into the training curriculum to help motivate people. Probably the most significant advantage I found this book to provide is one that is often difficult to achieve in a corporate training setting... and that is keeping your trainees interested in the [often dry] material... providing them with a more open minded approach to the entire training session. The "games" are perfect to break the ice and get your training class motivated and eager to learn while at the same time teaching them something pertinent to their jobs! Perhaps it's not the best book of its kind out there...

[Mauricio Fernandez Bravo · Rating 3 out of 5]

Me salvaron para realizar un entrenamiento de servicio al cliente, puedes modificar varias dinámicas para que concuerde con tu empresa. No son las mejores ideas de entrenamiento pero salvan para quien no conoce mucho de estas actividades.

[Melanie · Rating 3 out of 5]

It's mostly role plays. Good but usually better to have fit your service.