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The Big Book of Customer Service Training Games (Big Book Series)x$8.50
  (25 reviews)
Best Price: $8.50
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.
UPC: 639785305712
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Customer Reviews
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Interactive, action packed Ideas for Service Workshops
By on 1999-04-22
This book is filled with good games and workshop material for customer service training. It is organized well with each section including an activity, the purpose, materials, and discussion points. Professional Trainers of those who want to do training at there own company should buy this book.
One Stop Shopping for ideas!
By A2MUSF4L4I1HGO on 2000-10-31
As a corporate trainer, I'm constantly looking for ideas to "wake up" my students. I decided to get this book sight unseen on a whim (hey, the price was right!). Wow! I'm happy to say that this book has not only gotten students to wake up but to look forward to the next game!This book provides the instructions for the game, the scenario of when to use it, and if appropriate, handouts & overheads! Each game is timely and useful..... no fluff here! I'm now designing a 2 day training session with nothing but customer service games to prove that learning can be fun! You won't be disappointed in this one!
Customer service is for everyone!
By AITHMH7RFHSMO on 2001-05-31
How can you inspire and rejuvenate your workforce? For supervisors who need to motivate their teams to provide excellent customer service, or for trainers in the workplace, this under-$20 book will be welcome.As a career counselor, I deal with people who are burned out and depressed by their work situations. By feeding clients manageable exercises that they can take back to work, I can see creativity born of empowerment that can make a difference. Even if/when they decide to change jobs, accomplishment in customer service are those which the new employer will want to hear about. Addressing the dynamics of employees dealing with both internal and external customers, there are many ten-minute exercises, appropriate for new employee orientation, warm-ups for staff meetings, or launches for all-day training times. Carlaw and Deming have done a fine job of providing practical hints and easy-to-reproduce hand-outs without overloading the reader with theory.
A great tool - informative and fun!
By AGPWBBWZXXI66 on 2000-04-25
When our company, Monarch Bay Software, needed tools for a "communication workshop", I came to Amazon to search through the numerous options. This book caught my attention. I based the entire workshop on the activities and discussion topics out of it. I was very impressed and the staff loved it. They are wanting to do something like this again!
The big book of customer service training games
By A1XNF1IZ0IGEFV on 2001-02-11
This book will add an element of fun and education about customer service to any meeting. The games that the book can be applied to any service industry no matter how big or small. As customer service is an emphasis in my organization, this book provided me with a tool to reinforce every aspect of customer service to the people who are directly providing it. The book is simple to follow and allows for quick and easy activities. The objectives are clear and the activities are fun. I have put together 13 quick games that will be done at staff meetings and can be used with all departments. The big book of customer service training games is not just for new employees but can be revitalizing to all employees (no matter how long they have worked for you!).
- Simple, straightforward and fun
By on 2000-04-19
As a corporate trainer, I was asked to prepare a customer service training and didn't know quite where to begin. This book offers many good tips for creating a program and has several fun activities that reinforce the keys of good customer service. A bit basic at times, but overall: GREAT! Oh, and the price is right, too!
- Excellent Reference
By A15UNHVNJC6VVW on 2003-01-20
Looking for ways to spice up a Customer Service Training Workshop and still get the message across? This book can help. I was able to have my CSR's rolling in the aisles with some of these Training Games. Yet in debriefing, the message was passed across. Whether you are seeking to train the CSR's voice or Telephone Manners you'll find a Training Game to do it.
- Terrible Book
By ADJNTPXG1FKKM on 2006-06-24
This is hardly a "big book" of customer service; it's more like a cheesy, small book of stupidity. The "games" are described inaccurately with words such as "active, fun, high energy" (to paraphrase), when in fact the "games" are word searches, fill in the blanks, and other single user, paper and pencil, kindergarden level time wasters. The teacher or trainer is supposed to use certain pages for "overheads," whatever those are. I'm guessing this book is so old (and therefore so out of date) that overheads were something in use prior to the invention of the computer. Finally, the drawings are as immature and poorly rendered as the lack of thought, lack of creativity, and lack of usefulness that is characteristic of this entire book. I returned it, and regret that I have to pay return shipping charges; I am that dissatisfied with this purchase. If you really want a great CS book, get "Secret Service" by John DiJulius (founder of John Roberts Hair). That book is everything this book purports to be, and more. John is intelligent, observant, a great communicator, and he doesn't treat the trainer or the learner like a grammar school class. His book is 5 stars; this book is less than zero.
- A perfect help to train customer focus
By ARZQY7G8R81WL on 2002-12-07
This book contains many easy-to-deliver games that really help a trainer to keep customer service (and sales) reps focussed on those things that really matter in the various phases of customer contact. Me as a fact-oriented consultant have no problem using the exercises and they help me to initiate discussion without having to "feed" the theory to the participants first. My personal favourite is the Tennis Shoe Alien game which is real fun and gives a different view of things we consider so "easy" and "basic" that we do not pay much attention to them anymore.
- Must have for trainer!
By A28Y0E81BZTOEB on 2001-11-21
This book is absolutely wonderful. It has so many fresh, fun ideas to add impact and value to a training session. I am going to get a lot of use out of it.
- A Must for All Organizations
By A7MF9VSSXUYAO on 2005-03-13
This book is fantastic. I use this book to train my staff, as well as myself, in Customer Service.
We love playing the Games in the book. This book makes Customer Service training fun. The feedback from my staff was absolutely positive. The training also helped us become much closer as a department, and as a group of human beings.
The Games training has been so successful, we are now looking at rolling it out throughout the rest of the organization!
- Customer Service Made Easy!
By A1LCXV5PQ1KBPV on 2006-08-10
Easy to read book with great games, tips, ideas for elevating the level of customer service by your staff. Most projects take only about 15 minutes of staff time. Minimal props needed - paper, pens, flipchart and a few hand-outs. All activities invite group interaction, tips on coping with negative feedback and lessons about how to continually improve customer service skills while focusing on the value of the staff. I'm using it with the non-medical staff in a hospital setting.
- Customer Service is a Must!
By A3TA3L2CSL6YA6 on 2005-08-22
This book has given us some ideas for activities to do during meetings and training for our directors and other staff. Quick and easy.
- Fantastic games to jazz up your training!
By AF7SLVTC86ABT on 2005-10-17
Peggy Carlaw and Vasudha Deming have combined extensive training knowledge to make this a highly impactful book. I have been a corporate trainer for 8 years and find myself using the same energizers and ice-breakers continuously. This book increased my repertoire of training activities to offer my participants. As a result I have been energized, and I can pass on the enthusiasm and knowledge.
- The best!
By A1N68536IZ8HEG on 2006-02-22
This book is the best source for "do it yourself" customer training. I am a manager of Patient Access at a local hospital and every single "game" is applicable to my department. I bought the book yesterday and read the entire book last night! It gives participants a chance to examine their own behaviors in a non-threatening way.
- Easy, quick, practical and usefull
By ACRNZLTP4YQNP on 2006-01-22
I am starting my own training company and based on customers reviews posted here i decided to buy this book.
Definitely this book worth each penny. It is divided by chapters depending what is your training objective. It is great for references each time you would like to "revive" your class.
Even though, don't think that as a trainer you will have a Gem in your hands that will resolve all your "energy lift" problems. It have good ideas that you can improve easily.
If you are an expert trainer i don't think you will be delighted with the book, but if you are starting and don't have a clear idea of games, it would be a great purchase.
- very useful book
By A300P379O74XQ9 on 2006-03-13
The exercises that can be used in a class or other group setting are very good. Each one of them is designed to make those participating in the exercise get involved and actually challenges them to think.
The book will be put to good use.
- Very useful
By A1TD2X3KNSNX2U on 2006-07-20
This book rounded out my new customer service training with the perfect activities. There were plenty of options to choose from in each section. There were so many, that I had trouble narrowing down which ones to use. I did the first training today and I'm surprised how much my staff liked the activities. I'm really glad that I purchased this book while putting the training together.
- Best for active customer service training and seminars
By A1E1KN5MCOEZ8Z on 2006-10-05
Pick and choose as you wish. It added spice and enthusiasm to my meirc customer service training in dubai.
- The Big Book of Customer Service Training Games (Big Book of Business Games)
By A2TUQESSEVJ301 on 2007-04-11
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.
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