Description

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

Readership

Training practitioners/consultants; HR practitioners

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.

Details

No. of pages:
224
Language:
English
Copyright:
© 2006
Published:
Imprint:
Pergamon Flexible Learning
Print ISBN:
9780750663632
Electronic ISBN:
9780080455815