Product Description

Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude: speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and other essentials to successfully provide great front line customer service.

Product Details

• Amazon Sales Rank: #9894 in Books
• Published on: 2006-10-01
• Binding: Paperback
• 209 pages

Synopsis
Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude; speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and, other essentials to successfully provide great front line customer service.

From the Back Cover
Supervisors and trainers: turn your customer service reps into your company's biggest asset! Because they're out there dealing with the public, frontline workers such as customer service representatives, salespeople, and technicians have the capacity to make a company look very bad...or very good. With the help of this creative collection of training games, you can be sure that your employees can be counted on to give your company a good reputation--employees who...know how to create a rapport with the customer or client; recognize and respond for the needs of every customer; go beyond the expected; bring enthusiasm and a love of what they do to the job. These easy-to-use games take just 15-30 minutes and include reproducible handouts and worksheets. You can use them either to enliven traditional customer service training programs or to add a training component to a regular staff meeting. Customer service training games will help your frontline service workers keep a positive attitude at all times; speak and communicate clearly, both on the telephone and face-to-face; deal with difficult customers, and much more.

About the Author
Peggy Carlaw is the founder and president of Impact Learning Systems International, a training and consulting company based in California.

Vashuda Kathleen Deming is an instructional designer and training consultant specializing in customer service and technical support.

Customer Reviews

Simple facilitation advices
I am a trainer and when I read this book I couldn't have any "Ahha, that is a good idea" type feeling. However it is well written and easy to read. I think it is ideal for a Customer Services supervisor who wants to add some flavor to his/her meetings with his/her team. There are of course 3-4 ideas that can be used broadly elsewhere.

Fantastic, I used most of the games with my students.
This book helped me through my first year teaching customer service. I found the games easy to follow and my students enjoyed them all, especially 'Tennis Shoe Alien'. The only criticism is that some of them are very American, but can be adapted.

THE book to begin a carrer training customer service skills
In 2000, I made a decision to switch careers from management into training. I had some thoughts and ideals about what I wanted to achieve during my training sessions, but this is THE book that helped me achieve all that.

The concepts and team games within this book are invaluable and written in an easy to follow and fun format (My favourite is Tennis Shoe Alien). It has encouraged me to evolve as a trainer and given me the confidence to start devising my own ideals and team games.

This is the best book I have ever invested in and has paid off big time! A big thank you to the authors.