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The Big Book of Customer Service Training Games / Edition 1 - Paperback | Diverse Reads

The Big Book of Customer Service Training Games / Edition 1

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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.

ISBN-13: 9780070779747

Media Type: Paperback

Publisher: McGraw Hill LLC

Publication Date: 09-01-1998

Pages: 224

Product Dimensions: 7.40(w) x 9.20(h) x 0.50(d)

Series: Big Book

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.

Read an Excerpt

Chapter 1: It's Who You Are

Assets and Opportunities

In a Nutshell

In this activity, participants review skills that are essential to the customer service role, assess their own competence in each skill, and develop an action plan for improving their proficiency. This activity helps new employees understand the assets possessed by top-notch customer service representatives and gives all employees an opportunity to review their assets and opportunities for improvement.

Time

10-15 minutes.

What You'll Need

One copy of the handouts on pages 13 through 15 for each participant.

What to Do

Distribute the handouts on pages 13 and 14. Give participants five to ten minutes to complete the activity.

Then distribute the handout on page 15 and ask each participant to develop an action plan to improve two skills.

Tip! You may want to post these action plans in your department and review them on a weekly basis. Reward employees when they make verifiable progress.

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Table of Contents

It's Who You Are. What You Say and How You Say It. Make the Connection. Here's Looking at You. Make It a Great Day. Stop, Look, and Listen. The Sky's the Limit. When the Going Gets Tough. Wait! That's Not All. What About Us?