The Big Book of Customer Service Training Games (Big Book Series)
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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
Publisher : McGraw Hill; 1st edition (September 22, 1998)
Language : English
Paperback : 224 pages
ISBN-10 : 7
ISBN-13 : 47
Item Weight : 14.1 ounces
Dimensions : 7.4 x 0.5 x 9.2 inches
Best Sellers Rank: #237,131 in Books (See Top 100 in Books) #153 in Customer Relations (Books) #201 in Leadership Training #397 in Human Resources & Personnel Management (Books)
#153 in Customer Relations (Books):
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Top Amazon Reviews
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
You got to have fun in the center. This book on its own can cut ur attrition rates.
Reviewed in the United States on June 27, 2024 by xhris
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
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
Loaded with lots of ideas. Just many did not really work in our environment or took up way too much time.
Reviewed in the United States on April 12, 2013 by Tricia Sheldon
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
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
This is hardly a "big book" of customer service; it's more like a cheesy, small book of stupidity. The "games" are described inaccurately with words such as "active, fun, high energy" (to paraphrase), when in fact the "games" are word searches, fill in the blanks, and other single user, paper and pencil, kindergarden level time wasters. The teacher or trainer is supposed to use certain pages for "overheads," whatever those are. I'm guessing this book is so old (and therefore so out of date) that overheads were something in use prior to the invention of the computer. Finally, the drawings are as immature and poorly rendered as the lack of thought, lack of creativity, and lack of usefulness that is characteristic of this entire book. I returned it, and regret that I have to pay return shipping charges; I am that dissatisfied with this purchase. If you really want a great CS book, get "Secret Service" by John DiJulius (founder of John Roberts Hair). That book is everything this book purports to be, and more. John is intelligent, observant, a great communicator, and he doesn't treat the trainer or the learner like a grammar school class. His book is 5 stars; this book is less than zero.
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Reviewed in the United States on June 24, 2006 by California Duet