The Big Book of Customer Service Training Games

Here are over two dozen ready-to-use innovative activities that helptrainers and managers teach the basics of providing great customerservice. Each fun, engaging training game takes just 15-30 minutes toimplement. With step-by-step instructions for facilitators andreproducible participant handouts, these activities provide concretetechniques for: maintaining a positive service attitude: speaking andcommunicating clearly; honing superior telephone skills; learning thebest approaches to dealing with difficult customers; and otheressentials to successfully provide great front line customer service.

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.

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?