Book description
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.
Free tools and customization options
The free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee.
About the series
The ATD Workshop Series is written for trainers by trainers, because no one knows workshops as well as the practitioners who have done it all. Each publication weaves in today's technology and accessibility considerations and provides a wealth of new content that can be used to create a training experience like no other. The series also includes Communication Skills Training, Leadership Training, Coaching Training, and New Supervisor Training.
Table of contents
- Cover
- Title Page
- Copyright
- Contents
- FOREWORD
- PREFACE
- INTRODUCTION: HOW TO USE THIS BOOK
-
SECTION I: THE WORKSHOPS
- 1 HALF-DAY CUSTOMER SERVICE WORKSHOP: SERVICE BEHAVIORS THAT MATTER
- 2 ONE-DAY CUSTOMER SERVICE WORKSHOP: FROM THE CUSTOMER’S PERSPECTIVE
- 3 TWO-DAY CUSTOMER SERVICE WORKSHOP: A TOTAL APPROACH TO SERVICE
- 4 CUSTOMIZING THE CUSTOMER SERVICE WORKSHOPS
-
SECTION II: ESSENTIALS OF EFFECTIVE CUSTOMER SERVICE TRAINING
- 5 IDENTIFYING NEEDS FOR CUSTOMER SERVICE TRAINING
- 6 UNDERSTANDING THE FOUNDATIONS OF TRAINING DESIGN
- 7 LEVERAGING TECHNOLOGY TO MAXIMIZE AND SUPPORT DESIGN AND DELIVERY
-
8 DELIVERING YOUR CUSTOMER SERVICE WORKSHOP: BE A GREAT FACILITATOR
- The Learning Environment
- Program Preparation Checklist
- Participant Materials
- Facilitator Equipment and Materials
- A Strong Start: Introductions, Icebreakers, and Openers
- Feedback
- Responding to Questions
- Training Room and Participant Management
- A Word About Dealing With Difficult Participants
- An Unforgettable End
- The Bare Minimum
- Key Points
- What to Do Next
- Additional Resources
- 9 EVALUATING WORKSHOP RESULTS
-
SECTION III: POST-WORKSHOP LEARNING
-
10 THE FOLLOW-UP COACH
- Create a Communication Plan
- Involve Managers in the Transfer of Learning
- Connect Service Standards to Organizational Metrics
- Focus on Personal Action Planning
- Continue to Offer Learning Opportunities
- Create an Open and Encouraging Environment for Quality Customer Service
- Key Points
- What to Do Next
- Additional References
-
10 THE FOLLOW-UP COACH
- SECTION IV: WORKSHOP SUPPORTING DOCUMENTS AND ONLINE SUPPORT
- ACKNOWLEDGMENTS
- ABOUT THE AUTHOR
- ABOUT ATD
- Back Cover
Product information
- Title: Customer Service Training
- Author(s):
- Release date: August 2015
- Publisher(s): Association for Talent Development
- ISBN: 9781607284352
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