Carlaw, Peggy. (The) big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers / Peggy Carlaw, Vasudha Kathleen Deming. - McGraw-Hill 1999. 10828 Subjects--Topical Terms: Employee, Training of. LC Class. No.: HF5549.5 / T7Car.