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Customer service training

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Customer service training/ Kimberly Delvin.
Author:	Delvin, Kimberly.
Published:	Alexandria, VA :ATD Press, : 2015.,
Description:	1 online resource (230 p.)
Subject:	Customer services - Management. -
Online resource:	http://portal.igpublish.com/iglibrary/search/ASTDB0000633.html
ISBN:	156286968X

Customer service training
Delvin, Kimberly.

Customer service training[electronic resource] /Kimberly Delvin. - Alexandria, VA :ATD Press,2015. - 1 online resource (230 p.) - ASTD trainer's workshop series.. - ASTD trainer's workshop series..

Includes bibliographical references and index.

Customer service training -- Contents -- Foreword -- Preface -- Introduction: How to Use This Book -- Section I: The Workshops -- Chapter 1: Half-Day Customer Service Workshop: Service Behaviors That Matter -- Chapter 2: One-Day Customer Service Workshop: >From the Customer's Perspective -- Chapter 3: Two-Day Customer Service Workshop: A Total Approach to Service -- Chapter 4: Customizing the Customer Service Workshops -- Section II: Essentials of Effective Customer Service Training -- Chapter 5: Identifying Needs for Customer Service Training -- Chapter 6: Understanding the Foundations of Training Design -- Chapter 7: Leveraging Technology to Maximize and Support Design and Delivery -- Chapter 8: Delivering Your Customer Service Workshop: Be a Great Facilitator -- Chapter 9: Evaluating Workshop Results -- Section III: Post-Workshop Learning -- Chapter 10: The Follow-Up Coach -- Section IV: Workshop Supporting Documents and Online Support -- Chapter 11: Learning Activities -- Chapter 12: Assessments -- Chapter 13: Handouts -- Chapter 14: Online Tools and Downloads -- Acknowledgments -- About the Author -- About ATD.

Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions.

ISBN: 156286968XSubjects--Topical Terms:

568419
Customer services
--Management.

LC Class. No.: HF5415.5

Dewey Class. No.: 658.812

Customer service training
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020 $a 9781562869687
020 $a 9781607284352
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100 1 $a Delvin, Kimberly. $3 1234353
245 1 0 $a Customer service training $h [electronic resource] / $c Kimberly Delvin.
260 $a Alexandria, VA : $b ATD Press, $c 2015.
300 $a 1 online resource (230 p.)
490 1 $a ASTD trainer's workshop series.
504 $a Includes bibliographical references and index.
505 0 $a Customer service training -- Contents -- Foreword -- Preface -- Introduction: How to Use This Book -- Section I: The Workshops -- Chapter 1: Half-Day Customer Service Workshop: Service Behaviors That Matter -- Chapter 2: One-Day Customer Service Workshop: >From the Customer's Perspective -- Chapter 3: Two-Day Customer Service Workshop: A Total Approach to Service -- Chapter 4: Customizing the Customer Service Workshops -- Section II: Essentials of Effective Customer Service Training -- Chapter 5: Identifying Needs for Customer Service Training -- Chapter 6: Understanding the Foundations of Training Design -- Chapter 7: Leveraging Technology to Maximize and Support Design and Delivery -- Chapter 8: Delivering Your Customer Service Workshop: Be a Great Facilitator -- Chapter 9: Evaluating Workshop Results -- Section III: Post-Workshop Learning -- Chapter 10: The Follow-Up Coach -- Section IV: Workshop Supporting Documents and Online Support -- Chapter 11: Learning Activities -- Chapter 12: Assessments -- Chapter 13: Handouts -- Chapter 14: Online Tools and Downloads -- Acknowledgments -- About the Author -- About ATD.
520 3 $a Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions.
650 0 $a Customer services $x Management. $3 568419
650 0 $a Customer services $x Planning. $3 1234354
830 0 $a ASTD trainer's workshop series. $3 655908
856 4 0 $u http://portal.igpublish.com/iglibrary/search/ASTDB0000633.html