The big book of customer service training games : quick, fun activities for all customer facing employees /
Carlaw, Peggy.
Deming, Vasudha Kathleen.
New York : McGraw-Hill,
2007, c1999.
Give customer facing staff the skills to ensure that they can be counted on to give your company a good reputation. These activities will allow customer service representatives, sales people and technicians to give the best first impression of your business; create rapport with the client or customer; recognize and respond to the needs of every customer; go beyond the expected; and bring enthusiasm to the job. These easy-to-use games take just 15-30 minutes and include handouts and worksheets. You can use them either to enliven traditional customer service training or to add a training component to a regular staff meeting. Your staff will be better able to speak and communicate clearly, deal with difficult customers and keep a positive attitude whatever the situation.--COVER.
Give customer facing staff the skills to ensure that they can be counted on to give your company a good reputation. These activities will allow customer service representatives, sales people and technicians to give the best first impression of your business; create rapport with the client or customer; recognize and respond to the needs of every customer; go beyond the expected; and bring enthusiasm to the job. These easy-to-use games take just 15-30 minutes and include handouts and worksheets. You can use them either to enliven traditional customer service training or to add a training component to a regular staff meeting. Your staff will be better able to speak and communicate clearly, deal with difficult customers and keep a positive attitude whatever the situation.--COVER.

Customer services
Customer services