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McGraw-Hill Education

The Big Book of Customer Service Training Games (Big Book Series)

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Publisher : McGraw-Hill Education; 1st edition (September 22, 1998)


Language : English


Paperback : 224 pages


ISBN-10 : 7


ISBN-13 : 47


Item Weight : 14 ounces


Dimensions : 7.4 x 0.5 x 9.2 inches


Best Sellers Rank: #656,375 in Books (See Top 100 in Books) #735 in Marketing for Small Businesses (Books) #736 in Customer Relations (Books) #1,054 in Leadership Training


#735 in Marketing for Small Businesses (Books):


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Top Amazon Reviews

    • Face to Face will work every time, Clean, and good book information
A timeless handbook When you get right down to it, it’s always about people and guess what? Customers are people. As a sales and marketing consultant, I have used this handbook many times over the years. I consider it the number one training tool when it comes to customer service. Now this edition comes out and is updated with valuable training exercises on how to deal with social media and online communications, as well as how to provide great service in this new world of self-service. What I have always liked about these books is that they are designed for trainers as well as associates. it works equally well for any self-starters working in customer service who are motivated to learn how to be the best in the business. • What do your customers see when they first step into your business? • How easy is it to move about? • How accessible is your display area? • Is there a sensible flow pattern? • Is the lighting sufficient? • In everything clean including the bathrooms? These questions represent the kind of exercise that is included throughout the book. Just to give you an idea as to what the book covers here are some of the topics: • Customer service basics • Effective communications • Relationship building • Face-to-face contacts • Telephone contacts • Keeping up with the times: Online and social media customer service • Self -service customer service: this chapter is worth the price of the book! • Customer complaints: this one too! No matter what business you are in whether it be retail or B2B you’re going to be able to benefit from everything in this book. It is without a doubt the best customer service training book on the market today. Today will chance every think after covid19, let's see together, ... show more
Reviewed in the United States on November 14, 2020 by Yunus Sahinkaya
    • Some good ideas
I've gotten some great ideas from THE BIG BOOK OF CUSTOMER TRAINING GAMES and this book is a great way to liven up your next meeting. As the subtitle states, the games are quick and fun activities for all customer facing employees. I would have rateed this book higher but for two small shortcomings. 1) Some of the game descriptions need to be expanded. It would be helpful to have more detailed instructions on what the authors are wanted to accomplish. 2) Since the book contains numerous "Handouts" that need to be reproduced, it would be helpful if the were in an 8.5 x 11 format or even a standard 6x9 format that could be reproduced on an 8.5 x 11 sheet of paper instead of the rather awkward 9 x 7. I know that sounds like a petty thing, but to me if you're going to publish a book, do it right. Make it conducive to fulfilling your readers' needs. I tried a handful of games outlined at my last meeting and they were all greeted with great success. Again, due to the lack of detail, some of the games took a few minutes to iron out the rough edges and organize everyone, but once we got things rolling, it added a lot of fun to the meeting and proved to be some very good "after lunch, when everyone wanted to take a nap" activities. I'll definately turn to the book in the future. If you're looking for some fun ways to spice up your meetings, start here. There are fifty games outlined here. You're bound to find a few that you can easily apply to your customer service training. ... show more
Reviewed in the United States on May 25, 2009 by Monty Rainey
    • A good book to consider
After reviewing this book, it was very helpful in doing physical activities for groups when discussing customer service. There are not many worksheets to help drive home the point, if you were looking for something for a group to do and discuss. These activities are more discussion after some form of activity. These can be fun. The book does have great insight in the begining about discussing being aware of participants needs, physicality, and outright safety when doing these activities. Overall is okay if you want to through some different ideas into the mix of your workshops. ... show more
Reviewed in the United States on August 13, 2012 by Librowork
    • Great when you're developing training and need exercise ideas!
Great when you're developing training and need exercise ideas!
Reviewed in the United States on October 9, 2021 by Wayne Paterson
    • Easy, quick, practical and usefull
I am starting my own training company and based on customers reviews posted here i decided to buy this book. Definitely this book worth each penny. It is divided by chapters depending what is your training objective. It is great for references each time you would like to "revive" your class. Even though, don't think that as a trainer you will have a Gem in your hands that will resolve all your "energy lift" problems. It have good ideas that you can improve easily. If you are an expert trainer i don't think you will be delighted with the book, but if you are starting and don't have a clear idea of games, it would be a great purchase. ... show more
Reviewed in the United States on January 22, 2006 by Sara Mencia Abre
    • Great addition to any library
This is the book for you, if you want to make training for customer service FUN!!!!
Reviewed in the United States on December 10, 2018 by Lisa Mills
    • Not useful at all
Not useful at all. Pretty amateurish, nothing new, creative, or fun. I bought this because the first game in the sample version looked promising. Turned out that that was the only game that I was able to use. Blah! Note: if you really want to buy this, purchase the actual book... the kindle version made many references to "examples on page xx", without reflecting actual page numbers. Furthermore, graphical representations were off. ... show more
Reviewed in the United States on May 29, 2015 by lizthegal
    • Excellent
This is a classic! I like all of "The big book..." series. I am a seasoned corporate trainer, but sometimes will refer to this book when I am mentoring new trainers or if I am looking to do something different. The only reason I am not giving 5 stars is because sometimes it is hard to find exactly what I am looking for in the book. ... show more
Reviewed in the United States on October 28, 2015 by Silver_New_Nothing

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