Peggy Carlaw, Vasudha K. Deming, "The Big Book of Customer Service Training Games (Big Book)"
McGraw-Hill | Pages: 209 | 1998-09-01 | ISBN 0070779740 | PDF | 2.0 Mb
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.