The Big Book of Customer Service Training Games (Big Book Series) |
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| Title: | The Big Book of Customer Service Training Games (Big Book Series) |
| Author: | Peggy Carlaw
Vasudha Deming |
| Publisher: | McGraw-Hill |
| Type: | Book / Paperback |
| Publication Date: | 01 September, 1998 |
| ISBN / ISBN-13: | 0070779740 / 9780070779747 |
| List Price: | $24.95 |
| You Save: | $8.48 |
| Amazon Price: | $16.47 |
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This book is also available, brand-new, from 3rd-party marketplace sellers at Amazon.com, from $13.30.
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Editorial Review / Publisher's Information:
Product Description
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.
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Customer Reviews:
• The Big Book Of Customer Service Training Games (big Book Of Business Games)
11 April, 2007
This would be a great book for a new trainer, but not for a seasoned professional. There are not enough "fun" games in this book. Many of the games are just meant intiate a discussion about a topic. I was under the impression that the games would be more interactive.
- Amazon Customer Review
• Csi Review
10 March, 2008
This book was full of fun and easy games. I was able to implement the games while conducting a customer service class. The participants enjoyed the games and it really made the class move along quicker and I received the participation I was looking for. Great for small groups.
- Amazon Customer Review
• A Useful Way To Train Your People
31 October, 2008
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'
- Amazon Customer Review
• Some Good Ideas
25 May, 2009
I've gotten some great ideas from THE BIG BOOK OF CUSTOMER TRAINING GAMES and this book is a great way to liven up your next meeting. As the subtitle states, the games are quick and fun activities for all customer facing employees. I would have rateed this book higher but for two small shortcomings. 1) Some of the game descriptions need to be expanded. It would be helpful to have more detailed instructions on what the authors are wanted to accomplish. 2) Since the book contains numerous "Handouts" that need to be reproduced, it would be helpful if the were in an 8.5 x 11 format or even a standard 6x9 format that could be reproduced on an 8.5 x 11 sheet of paper instead of the rather awkward 9 x 7.
I know that sounds like a petty thing, but to me if you're going to publish a book, do it right. Make it conducive to fulfilling your readers' needs.
I tried a handful of games outlined at my last meeting and they were all greeted with great success. Again, due to the lack of detail, some of the games took a few minutes to iron out the rough edges and organize everyone, but once we got things rolling, it added a lot of fun to the meeting and proved to be some very good "after lunch, when everyone wanted to take a nap" activities.
I'll definately turn to the book in the future. If you're looking for some fun ways to spice up your meetings, start here. There are fifty games outlined here. You're bound to find a few that you can easily apply to your customer service training.
- Amazon Customer Review
• Good For Basics
10 October, 2007
Likely best for entry level through mid level customer service. Enough exercises to get your folks "thinking" and focused on improved communications - a huge piece of excellent customer service.
- Amazon Customer Review
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