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The Big Book of Customer Service Training Games

Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude: speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and other essentials to successfully provide great front line customer service.
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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?

About the Author

Peggy Carlaw is the founder and president of Impact Learning Systems International, a training and consulting company based in California. Vashuda Kathleen Deming is an instructional designer and training consultant specializing in customer service and technical support.

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