HRD Press, 2003. — 272 p. — ISBN 0-87425-737-9.What This Resource Manual Will Provide for You:
Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands.
Identification and creation of memorable experiences for your customer service representatives and their customers.
A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle-of-the-road years of experience, or a newcomer or occasional trainer.
Fifty high-quality activities that may be easily aligned with the specific needs and identified competencies within your customer service area.
User-friendly activities that take you step-by-step through the training process, allowing you to deliver high impact training that makes a difference easily.
Activities that are easily customized to your needs and include a number of variations and additional insights and ideas to make them the right fit for your programs.
A CD Documenter to identify and develop your own customized collection of customer service interactions within your organization.
Powerful bonus sections to complement and support your customer service core values and enhance performance.
A complimentary copy of Excuses, Excuses, Excuses . . . For Not Delivering Excellent Customer Service—And What Should Happen!
Effective tools to assist you in attaining the next level of success with the individual who needs to be your primary focus—the Customer!
