The Big Book of Customer Service Training Games

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McGraw Hill Professional, Sep 22, 1998 - Business & Economics - 209 pages
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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.
 

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Contents

Verbal and Vocal Skills for Customer Service Success
23
Training Games for Telephone Success
45
Games for Excellence in the FacetoFace Service Environment
67
Games for Establishing Rapport with Every Customer
87
Games for Focusing on the Customers Needs
109
Creative Ways to Customize Your Service
137
Games for Dealing with Difficult Customers
155
Techniques to Upsell and Crosssell for Ultimate Customer Satisfaction
171
Games for Improving Service to Your Internal Customers
191
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Page 95 - the intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another ...
Page 7 - Put participants into groups of three to five and give each group a piece of flip-chart paper and a marker pen.

About the author (1998)

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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