Customer Service Training

1st Edition

Authors: Maxine Kamin
Paperback ISBN: 9780750663632
Imprint: Pergamon Flexible Learning
Published Date: 25th April 2006
Page Count: 224


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Table of 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.


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. Publications

Other books in this series: Leadership Training, New Supervisor Training, New Employee Orientation Training, Leading Change Training.

Key Features

· Practical hands-on guide offers all the exercises, handouts and presentations you need to develop effective training programmes · ‘Workshop' approach helps you quickly and easily develop training in key business areas · Includes a companion CD-ROM


Training practitioners/consultants; HR practitioners


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© Pergamon Flexible Learning 2006
Pergamon Flexible Learning
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About the Authors

Maxine Kamin Author

Affiliations and Expertise

Maxine Kamin is the founder and president of TOUCH Consulting, Inc. She has been involved in leadership and customer service research and training for over 25 years.