Customer Service Training
Published on 1. October 2015
Book
Paperback/Softback
232 pages
978-1-56286-968-7 (ISBN)
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. Browse the licensing options in the Custom Material License pricing menu.
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. Browse the licensing options in the Custom Material License pricing menu.
More details
Language
English
Place of publication
Englewood Cliffs, NJ
United States
Publishing group
American Society for Training & Development
Target group
Professional and scholarly
Product notice
Paperback (trade)
Illustrations
Illustrations
Dimensions
Height: 277 mm
Width: 216 mm
Thickness: 13 mm
Weight
567 gr
ISBN-13
978-1-56286-968-7 (9781562869687)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Person
With her combined passions for effective communication and relevant workplace learning, Kimberly Devlin's focus is always on providing direct, complete, and compelling deliverables. In the training room, her focus is on supporting each learner in meeting their specific learning goals. She achieves this, in part, through engaging and interactive learning that is purpose-driven, enjoyable, and immediately applicable.
As a senior professional in Employee and Organizational Development with a Masters Degree from the University of Miami, USA she was among the first in the industry to attain ATD's CPLP certification. Her state-of-the-industry credentials and diverse experience bring real-world examples and stories to the training room. Kimberly's experience extends to city, county, and state government agencies across the U.S. as well as working with Fortune 500 firms here and in South America. She has been a contributor to the ATD community both locally and nationally for many years, serving on boards, presenting conference sessions at ICE and ALC, and also volunteering time for ATD initiatives. You may have seen her in T&D! Now, come learn with her.
Kimberly facilitates ATD's Designing Learning Certificate, Fundamentals of Training Design, Training Certificate, Training Certificate Plus, and Facilitating for Excellence programs.
As a senior professional in Employee and Organizational Development with a Masters Degree from the University of Miami, USA she was among the first in the industry to attain ATD's CPLP certification. Her state-of-the-industry credentials and diverse experience bring real-world examples and stories to the training room. Kimberly's experience extends to city, county, and state government agencies across the U.S. as well as working with Fortune 500 firms here and in South America. She has been a contributor to the ATD community both locally and nationally for many years, serving on boards, presenting conference sessions at ICE and ALC, and also volunteering time for ATD initiatives. You may have seen her in T&D! Now, come learn with her.
Kimberly facilitates ATD's Designing Learning Certificate, Fundamentals of Training Design, Training Certificate, Training Certificate Plus, and Facilitating for Excellence programs.