This book provides the instructions for the game, the scenario of when to use it, and if appropriate, handouts & overheads!

Each game is timely and useful..... no fluff here! I'm now designing a 2 day training session with nothing but customer service games to prove that learning can be fun!

You won't be disappointed in this one!

36 of 36 found the following review helpful:


Customer service is for everyone!  May 31, 2001 By Anne S. Headley
How can you inspire and rejuvenate your workforce? For supervisors who need to motivate their teams to provide excellent customer service, or for trainers in the workplace, this under-$20 book will be welcome.

As a career counselor, I deal with people who are burned out and depressed by their work situations. By feeding clients manageable exercises that they can take back to work, I can see creativity born of empowerment that can make a difference. Even if/when they decide to change jobs, accomplishment in customer service are those which the new employer will want to hear about.

Addressing the dynamics of employees dealing with both internal and external customers, there are many ten-minute exercises, appropriate for new employee orientation, warm-ups for staff meetings, or launches for all-day training times.

Carlaw and Deming have done a fine job of providing practical hints and easy-to-reproduce hand-outs without overloading the reader with theory.

45 of 51 found the following review helpful:


Interactive, action packed Ideas for Service Workshops  Apr 22, 1999
This book is filled with good games and workshop material for customer service training. It is organized well with each section including an activity, the purpose, materials, and discussion points. Professional Trainers of those who want to do training at there own company should buy this book.

18 of 19 found the following review helpful:


Simple, straightforward and fun  Apr 19, 2000
As a corporate trainer, I was asked to prepare a customer service training and didn't know quite where to begin. This book offers many good tips for creating a program and has several fun activities that reinforce the keys of good customer service. A bit basic at times, but overall: GREAT! Oh, and the price is right, too!

24 of 27 found the following review helpful:


A great tool - informative and fun!  Apr 25, 2000 By Marci Thompson
When our company, Monarch Bay Software, needed tools for a "communication workshop", I came to Amazon to search through the numerous options. This book caught my attention. I based the entire workshop on the activities and discussion topics out of it. I was very impressed and the staff loved it. They are wanting to do something like this again!

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