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

About the editor

Maxine Kamin

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.