The Big Book of Customer Service Training Games (Big Book Series)
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Availability:
Only 4 left in stock, order soon!
Arrives
Wednesday, Nov 18
At a glance
- Condition
- New
- Dimensions
- 7.38 x 0.51 x 9.25 in
- Weight
- 13.6 oz
- Publisher
- McGraw Hill
- Publication date
- September 22, 1998
- Edition
- 1st
- Language
- English
Description
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. Read more
Specs 9
| Publisher | McGraw Hill |
|---|---|
| Publication date | September 22, 1998 |
| Edition | 1st |
| Language | English |
| Print length | 224 pages |
| ISBN-10 | 7 |
| ISBN-13 | 47 |
| Item Weight | 13.6 ounces |
| Dimensions | 7.38 x 0.51 x 9.25 inches |
No specs match.
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If you place your order now, the estimated arrival date for this product is:
Wednesday, Nov 18
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Top Amazon Reviews
Face to Face will work every time, Clean, and good book information
Format: Paperback
A timeless handbook When you get right down to it, it’s always about people and guess what? Customers are people. As a sales and marketing consultant, I have used this handbook many times over the years. I consider it the number one training tool when it comes to customer service. Now this edition comes out and is updated with valuable training exercises on how to deal with social media and online communications, as well as how to provide great service in this new world of self-service. What I have always liked about these books is that they are designed for trainers as well as associates. it works equally well for any self-starters working in customer service who are motivated to learn how to be the best in the business. • What do your customers see when they first step into your business? • How easy is it to move about? • How accessible is your display area? • Is there a sensible flow pattern? • Is the lighting sufficient? • In everything clean including the bathrooms? These questions represent the kind of exercise that is included throughout the book. Just to give you an idea as to what the book covers here are some of the topics: • Customer service basics • Effective communications • Relationship building • Face-to-face contacts • Telephone contacts • Keeping up with the times: Online and social media customer service • Self -service customer service: this chapter is worth the price of the book! • Customer complaints: this one too! No matter what business you are in whether it be retail or B2B you’re going to be able to benefit from everything in this book. It is without a doubt the best customer service training book on the market today. Today will chance every think after covid19, let's see together,
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Reviewed in the United States on November 14, 2020 by Yunus Sahinkaya
Customer Service Made Easy!
Format: Paperback
Easy to read book with great games, tips, ideas for elevating the level of customer service by your staff. Most projects take only about 15 minutes of staff time. Minimal props needed - paper, pens, flipchart and a few hand-outs. All activities invite group interaction, tips on coping with negative feedback and lessons about how to continually improve customer service skills while focusing on the value of the staff. I'm using it with the non-medical staff in a hospital setting.
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Reviewed in the United States on August 10, 2006 by Linda Bily
Some good ideas
I've gotten some great ideas from THE BIG BOOK OF CUSTOMER TRAINING GAMES and this book is a great way to liven up your next meeting. As the subtitle states, the games are quick and fun activities for all customer facing employees. I would have rateed this book higher but for two small shortcomings. 1) Some of the game descriptions need to be expanded. It would be helpful to have more detailed instructions on what the authors are wanted to accomplish. 2) Since the book contains numerous "Handouts" that need to be reproduced, it would be helpful if the were in an 8.5 x 11 format or even a standard 6x9 format that could be reproduced on an 8.5 x 11 sheet of paper instead of the rather awkward 9 x 7. I know that sounds like a petty thing, but to me if you're going to publish a book, do it right. Make it conducive to fulfilling your readers' needs. I tried a handful of games outlined at my last meeting and they were all greeted with great success. Again, due to the lack of detail, some of the games took a few minutes to iron out the rough edges and organize everyone, but once we got things rolling, it added a lot of fun to the meeting and proved to be some very good "after lunch, when everyone wanted to take a nap" activities. I'll definately turn to the book in the future. If you're looking for some fun ways to spice up your meetings, start here. There are fifty games outlined here. You're bound to find a few that you can easily apply to your customer service training.
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Reviewed in the United States on May 25, 2009 by Monty Rainey
Great Team Games!
Format: Paperback
Just received this and have already had my team do the first task as a group! Easy and clear instructions that focus on group task and serve as reminders on how little things in customer service matter! Great book.
Reviewed in the United States on April 5, 2016 by cmarias73
The big book
Format: Paperback
This book is ok, but some of the activities are too simplistic. I was hoping for new fresh ideas. Good for beginners
Reviewed in the United States on June 11, 2013 by Vikki Dupaquier
Great training resource!
Format: Paperback
This book is a great hands-on tool for training customer service reps and others. I have used a number of the "games" with my college students. Most are fast, engaging, and very representative of key concepts we are covering. My only complaint is that some of the graphics are hard to read.
Reviewed in the United States on August 1, 2013 by P. Norris
Fantastic!
Format: Paperback
Quick! Clever! To the point! I often have less than five minutes to engage my employees. This book has provided many useful activities suitable for a professional work environment. These activities have been great conversation starters as well... A must read for management!
Reviewed in the United States on April 30, 2013 by Hilary
Glad I purchased!
Format: Paperback
This book has a variety of activities for the classroom.
Reviewed in the United States on August 20, 2025 by Robin Cottle