Customer Service Training
Publisher: Elsevier
Published: 2005
Place of publication: Burlington
Language: eng
Format: [electronic resource]
Number of pages: 225
ISBN-13: 9780080455815
Description: A title in the Pergamon Flexible Learning Trainer's Workshop Series.
Notes: Description based on print version record.
Table of contents: title: 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.; title: Appendix Using the Compact DiscReferences.