The Big Book of Customer Service Training Games
Author: Peggy Carlaw, Vasudha K. Deming
List Price: $19.95
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ISBN: 0070779740
Publisher: McGraw-Hill Trade (01 September, 1998)
Sales Rank: 671
Average Customer Rating: 5 out of 5
Customer Reviews
Rating: 5 out of 5
Excellent Reference
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.
Rating: 5 out of 5
A perfect help to train customer focus
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.
Rating: 5 out of 5
Must have for trainer!
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. Similar Products
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Book Index