The Big Book of Customer Service Training Games by Peggy Carlaw

The Big Book of Customer Service Training Games

byPeggy Carlaw, Vasudha Deming

Paperback | September 15, 1998

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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.

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.
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Details & Specs

Title:The Big Book of Customer Service Training GamesFormat:PaperbackDimensions:209 pages, 9.2 × 7.4 × 0.5 inPublished:September 15, 1998Publisher:McGraw-Hill EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0070779740

ISBN - 13:9780070779747

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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?

From Our Editors

It's not easy being in the front lines of customer service. Customers can be cranky, difficult and downright rude. If you're a customer service rep, you won't want to be without this incredible guide to dealing with customers. You'll find more than two dozen ready-to-use activities in The Big Book of Customer Service Training Games. This book aims to help managers and trainers teach the basics of customer service with fun and engaging activities. The 15-30 minute games teach speaking and communicating clearly, telephone skills, the best approaches to dealing with difficult customers and other essentials of excellent customer service.