Customer Service Training

ISBN-13: 9780750663632 / Angielski / Miękka / 2006 / 224 str.

Maxine Kamin

Opis

Part of "The Trainers Workshop" series, this book provides guidance to help you develop customer service training. Accompanied by a CD-ROM, it provides dozens of field-tested exercises, games, activities, icebreakers and assessment instruments.

Spis treści

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.

O autorze

Maxine Karmin