Customer Service Training (Pergamon Flexible Learning Trainer*s Workshop Series) (Pergamon Flexible Learning Trainer*s Workshop Series)

Kamin, Maxine

ISBN 10: 0750663634 / ISBN 13: 9780750663632

Editore: Pergamon Open Learning, 2006

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Titolo: Customer Service Training (Pergamon Flexible...

Casa editrice: Pergamon Open Learning

Data di pubblicazione: 2006

Legatura: Paperback

Condizione: Like New

Tipologia articolo: book

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Riassunto:

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 PowerPointT 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

Contenuti:

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.