The Big Book of Customer Service Training Games by Peggy Carlaw, Vasudha Kathleen Deming, Vasudha Deming

BUY IT NEW

  • $24.95 List price
    $19.96 Online price
    $17.96 Member price
    (Save 28%)
    Limited Time Offer! Everyone receives the Member Price on books.
    See Details
    • skip to cart
  • Add To List uiAction=GetAllLists&page=List&pageType=list&ean=9780070779747&productCode=BK&maxCount=100&threshold=3

GET FREE SHIPPING ON ORDERS OF $25 OR MORE

DELIVERY & GIFT DETAILS:

Usually ships within 24 hours

Delivery Time and Shipping Rates

Eligible for gift wrap & gift message.

BUY IT USED

15 copies from $5.25

See All Available

Pick Me Up

Reserve it at BN.com & pick it up in 60 minutes at your local store.

Enter a zip code

(Paperback)

  • Pub. Date: September 1998
  • 209pp
  • Sales Rank: 20,378

    Reader Rating: (4 ratings)

    Detailed Rating: "Organization" See All

    Buy it Used: 15 copies from $5.25 See All Available

    Customers who bought this also bought

     
    • Overview
    • Editorial Reviews
    • Customer Reviews
    • Features

    Product Details

    • Pub. Date: September 1998
    • Publisher: McGraw-Hill Companies, The
    • Format: Paperback, 209pp
    • Sales Rank: 20,378

    Synopsis

    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.

    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.

    More Reviews and Recommendations

    Biography

    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.

    Customer Reviews

    Customer Serviceby nychra

    Reader Rating:
    See Detailed Ratings

    May 23, 2009: A very useful book in developing a customer service program.

    Fun, Energizing and Educational Bookby Anonymous

    Reader Rating:
    See Detailed Ratings

    February 09, 2005: Peggy Carlaw and Vasudha Deming have combined extensive training knowledge to make this a highly impactful book. I have been a corporate trainer for 8 years and find myself using the same energizers and ice-breakers continuously. This book increased my repertoire of training activities to offer my participants. As a result I have been energized, and I can pass on the enthusiasm and knowledge.


    More Customer Reviews