The Big Book of Customer Service Training Gameshttp://www.fishpond.co.nz/Books/Big-Book-of-Customer-Service-Training-Games-Peggy-Carlaw-Vasudha-Kathleen-Deming/9780070779747
Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals with Customers (Big Book Series)
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.
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?
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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Reviews
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This is a great resource for customer service trainers. Having specifically tailored customer service training games helps to get the point across.
It is useful for those who have lots of experience or have never worked with customers before.
There are also good handouts that can be photocopied or replicated.
It's good to have some games that aren't just rehashed or overdone to spark up a training room.... this book helps to get the message across that customer service is fun!
The book is well thought out and easy to use, it is split into different exercises and games to conduct with your team, I found it easy to understand and implement the ideas - there is always a point to each game/task completed. Some games require some pre preparation but it isnt long winded .
A well researched and good book to use.
This book is easy to follow, and easy to use - a couple of the games are a little long winded, but most of them are easy to bring into a 30minute session
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