Carlaw, P., & Deming, V. K. (1999). The big book of customer service training games: Quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers. New York: McGraw-Hill Companies.
Chicago Style CitationCarlaw, Peggy, and Vasudha Kathleen Deming. The Big Book of Customer Service Training Games: Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals With Customers. New York: McGraw-Hill Companies, 1999.
MLA CitationCarlaw, Peggy, and Vasudha Kathleen Deming. The Big Book of Customer Service Training Games: Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals With Customers. New York: McGraw-Hill Companies, 1999.