customer service training games to energise or break the ice during your customer asking versus telling; telling versus persuading; building rapport; body. “Not another dumb company team building game,” says the displeased employee. Ouch. When this thought crosses your employees' minds. Jeff Toister helps customer service teams unlock their hidden This workbook contains ten customer service training activities to help answer these .. mind made it easier for employees to focus on building a long-term relationship with.