The Big Book of Customer Service Training Games »

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.

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.