Customer Service Training book cover

Customer Service Training

The Trainer’s Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In addition to easy-to-use icons, each book in the series includes a companion CD-ROM with PowerPoint™ presentations and electronic copies of all supporting material featured in the book.Customer Service Training provides practical, hands-on guidance to help you quickly develop customer service training. Dozens of field-tested exercises, games, activities, icebreakers and assessment instruments help you teach employees the importance of customer service and improve their performance. Contains exercises, handouts, assessments and tools to help you:• create fantastic customer service to meet your specific needs• raise the bar for service excellence• become a more effective and efficient facilitator• ensure training is on target and gets results“This book is a complete training programme. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service.”Fred S. Anton, Chief Executive Officer, Warner Bros. PublicationsOther books in this series: Leadership Training, New Supervisor Training, New Employee Orientation Training, Leading Change Training.

Audience
Training practitioners/consultants; HR practitioners

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Published: April 2006

Imprint: Pergamon Flexible Learning

ISBN: 978-0-7506-6363-2

Contents

  • The Fantastic Service Equation; Assessing the Organizational Need; Designing Your Training; Facilitating the Training Session; Evaluating Learning; One-Hour Programme;Half-Day Programme; One-Day Programme; Training Executives and Supervisors; Customer Service and the Bottom Line; Assessments; Learning Activities; Optional Learning Activities.

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