Maxine Kamin "Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series)"
Pergamon Flexible Learning | 2006-04-25 | ISBN: 0750663634 | 224 pages | PDF | 2,1 MB
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
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