Get Customer Service Training (Pergamon Flexible Learning PDF

By Maxine Kamin

Show description

Read or Download Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series) PDF

Similar education books

Download e-book for iPad: The New Teacher's Guide to Success by Matthew Haldeman, M.Ed.

Be organized to be successful on your first few years of educating! This source advisor is ideal for all grades and encompasses a wealth of necessary rules and methods plus determination checklists and making plans publications. offered in an easy-to-use structure, you will find solutions to questions about lecture room administration, homework, speaking with mom and dad, and extra!

Brian Jackson, Dennis Marsden's Education and the Working Class PDF

Whilst first released this e-book had an important effect at the crusade for entire colleges and it spoke to generations of working-class scholars who have been both deterred via the category boundaries erected by way of selective colleges and elite universities, or, having damaged via them to achieve college access, came upon themselves at sea.

Additional info for Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series)

Sample text

Identify behaviours that constitute fantastic service. ᭜ Individually assess positive behaviours. Materials For the instructor: ᭜ This chapter for reference notes ᭜ Learning Activity 13–1: Skills Analysis ᭜ Learning Activity 13–7: Fantastic Service Equation 43 44 ᭜ Customer Service Training ᭜ PowerPoint slides: ‘Your Worst Customer Service Experience’, ‘Caring Is the Greatest Gift’, and ‘Fantastic Service Equation’ (slides 7–1 to 7–5 on page 48). ppt on the accompanying CD. Copies of the slides for this training session are included at the end of this chapter.

25 26 ᭜ Customer Service Training ᭜ Determine if you will be using the plan as it appears in this workbook, modifying an existing plan, or creating an entirely new design. ᭜ Choose a programme that best suits the organization’s customer service training needs. ᭜ Follow up with organizational leaders to confirm that they will support your choice. ᭜᭜᭜ The next chapter gives practical suggestions regarding how to facilitate the programme you choose, what to keep in mind when working with adult learners, and how to prepare for your training.

Limit how long you talk. ’ ᭜ ‘Thanks for that example. ’ To turn imperfect responses into better ones, make an alternate suggestion: ᭜ ‘How about this . . ’ Being Prepared Anyone who has ever run a training session knows how crucial preparation is to the end result. As trainers also know, after you have run a session once, it is much easier to run subsequent sessions. KNOWING YOUR AUDIENCE You may or may not be able to determine who comes to training. Your audience will depend on your client and your client’s goals.

Download PDF sample

Rated 4.97 of 5 – based on 21 votes