The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers / Peggy Carlaw, Vasudha Kathleen Deming
Ch. 1. It's Who You Are: Games for Developing a Customer-Focused Attitude -- Ch. 2. What You Say and How You Say It: Verbal and Vocal Skills for Customer Service Success -- Ch. 3. Make the Connection: Training Games for Telephone Success -- Ch. 4. Here's Looking at You: Games for Excellence in the Face-to-Face Service Environment -- Ch. 5. Make It a Great Day: Games for Establishing Rapport with Every Customer -- Ch. 6. Stop, Look, and Listen: Games for Focusing on the Customer's Needs -- Ch. 7. The Sky's the Limit: Creative Ways to Customize Your Service -- Ch. 8. When the Going Gets Tough: Games for Dealing with Difficult Customers -- Ch. 9. Wait! That's Not All: Techniques to Up-sell and Cross-sell for Ultimate Customer Satisfaction -- Ch. 10. What About Us?: Games for Improving Service to Your Internal Customers
Summary
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. 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