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.
· 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
- No. of pages:
- © Pergamon Flexible Learning 2006
- 25th April 2006
- Pergamon Flexible Learning
- Paperback ISBN:
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.