Customer Service Training: 1st Edition (Paperback) book cover

Customer Service Training

1st Edition

By Maxine Kamin

Routledge

224 pages

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Paperback: 9780750663632
pub: 2006-04-25
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Hardback: 9781138433557
pub: 2019-02-04
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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.

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.

Subject Categories

BISAC Subject Codes/Headings:
BUS000000
BUSINESS & ECONOMICS / General
BUS030000
BUSINESS & ECONOMICS / Human Resources & Personnel Management
BUS041000
BUSINESS & ECONOMICS / Management
BUS066000
BUSINESS & ECONOMICS / Training