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The Big Book of Customer Service Training Games (Big Book Series)
by Peggy Carlaw, Vasudha K. Deming
from McGraw-Hill
Customer Reviews:
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Avg. Customer Rating: 4.5 / 5.0 
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csi review 
This book was full of fun and easy games. I was able to implement the games while conducting a customer service class. The participants enjoyed the games and it really made the class move along quicker and I received the participation I was looking for. Great for small groups.
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Good for basics 
Likely best for entry level through mid level customer service. Enough exercises to get your folks "thinking" and focused on improved communications - a huge piece of excellent customer service.
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The Big Book of Customer Service Training Games (Big Book of Business Games) 
This would be a great book for a new trainer, but not for a seasoned professional. There are not enough "fun" games in this book. Many of the games are just meant intiate a discussion about a topic. I was under the impression that the games would be more interactive.
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Best for active customer service training and seminars
Pick and choose as you wish. It added spice and enthusiasm to my meirc customer service training in dubai.
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