A practical, hands-on road map to help the reader quickly develop training in customer service. It offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions.

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nexusstc/Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series)/e3d2640d04e545477c4918215f3ec894.pdf

zlib/Business & Economics/Management & Leadership/Kamin, Maxine/Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series)_888170.pdf

Maxine Kamin

Elsevier/Pergamon Flexible Learning

Butterworth-Heinemann Ltd

Woodhead Publishing Ltd

Architectural Press

John Murray Press

Focal Press

The trainer's workshop series, Oxford, England, 2006

Trainer's workshop series, Amsterdam, 2006

United Kingdom and Ireland, United Kingdom

Burlington, Vermont, 2005

US, 2006

до 2011-01

lg463409

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Includes bibliographical references.
Description based on print version record.

Description based on print version record.

<p>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 PowerPointTM presentations and electronic copies of all supporting material featured in the book.</p>
<p>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:<br>
• create fantastic customer service to meet your specific needs<br>
• raise the bar for service excellence<br>
• become a more effective and efficient facilitator<br>
• ensure training is on target and gets results</p>
<p>“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.”<br>
Fred S. Anton, Chief Executive Officer, Warner Bros. Publications</p>
<p>Other books in this series: Leadership Training, New Supervisor Training, New Employee Orientation Training, Leading Change Training.</p>
<p>· Practical hands-on guide offers all the exercises, handouts and presentations you need to develop effective training programmes<br>
· ‘Workshop' approach helps you quickly and easily develop training in key business areas<br>
· Includes a companion CD-ROM</p>

The Trainers 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 downloadable resources 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
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 Leadership Training, New Supervisor Training, New Employee Orientation Training, Leading Change Training.

Cover; Customer Service Training; Contents; Preface; About the Author; Chapter 1 INTRODUCTION: WHY CUSTOMER SERVICE?; Chapter 2 THE FANTASTIC SERVICE EQUATION; Chapter 3 ASSESSING THE ORGANIZATIONAL NEED; Chapter 4 DESIGNING YOUR TRAINING; Chapter 5 FACILITATING THE TRAINING SESSION; Chapter 6 EVALUATING LEARNING; Chapter 7 ONE-HOUR PROGRAMME; Chapter 8 HALF-DAY PROGRAMME; Chapter 9 ONE-DAY PROGRAMME; Chapter 10 TRAINING EXECUTIVES AND SUPERVISORS; Chapter 11 CUSTOMER SERVICE AND THE BOTTOM LINE; Chapter 12 ASSESSMENTS; Chapter 13 LEARNING ACTIVITIES; Chapter 14 OPTIONAL LEARNING ACTIVITIES.
Appendix Using the Compact DiscReferences.

2011-06-04