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Author Kamin, Maxine.

Title Customer service training / Maxine Kamin.

Imprint Oxford : Pergamon Flexible Learning, 2006.


Location Call No. OPAC Message Status
 Axe Books 24x7 Business E-Book  Electronic Book    ---  Available
Description 1 online resource (xv, 204 pages) : illustrations.
text txt rdacontent
computer c rdamedia
online resource cr rdacarrier
Series The trainer's workshop series
ASTD trainer's workshop series.
Summary The Trainer's Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In addition to easy-to-use icons, each book in the series includes a companion CD-ROM with PowerPointT presentations and electronic copies of all supporting material featured in the book. Customer Service Training provides practical, hands-on guidance to help you quickly develop customer service training. Dozens of field-tested exercises, games, activities, icebreakers and assessment instruments help you teach employees the importance of customer service and improve their performance. Contains exercises, handouts, assessments and tools to help you: .create fantastic customer service to meet your specific needs .raise the bar for service excellence .become a more effective and efficient facilitator .ensure training is on target and gets results "This book is a complete training programme. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service." Fred S. Anton, Chief Executive Officer, Warner Bros. Publications Other books in this series: Leadership Training, New Supervisor Training, New Employee Orientation Training, Leading Change Training. Practical hands-on guide offers all the exercises, handouts and presentations you need to develop effective training programmes 'Workshop' approach helps you quickly and easily develop training in key business areas Includes a companion CD-ROM.
Contents The Fantastic Service Equation; Assessing the Organizational Need; Designing Your Training; Facilitating the Training Session; Evaluating Learning; One-Hour Programme;Half-Day Programme; One-Day Programme; Training Executives and Supervisors; Customer Service and the Bottom Line; Assessments; Learning Activities; Optional Learning Activities.
Bibliography Includes bibliographical references.
Note Print version record.
Subject Customer services.
Employees -- Training of.
BUSINESS & ECONOMICS -- Customer Relations.
Customer services. (OCoLC)fst00885545
Employees -- Training of. (OCoLC)fst00909221
Genre/Form Electronic books.
Electronic books.
Other Form: Print version: Kamin, Maxine. Customer service training. Oxford : Pergamon Flexible Learning, 2006 0750663634 9780750663632 (OCoLC)64961070
ISBN 9780750663632
0080455816 (electronic bk.)
9780080455815 (electronic bk.)
Standard No. AU@ 000053216825
DEBSZ 361944144
NZ1 12468493

Available items only