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Back Cover
by Kimberly Delvin
Customer Service Training
Cover
Title Page
Copyright
Contents
FOREWORD
PREFACE
INTRODUCTION: HOW TO USE THIS BOOK
Why Is Developing Customer Service Skills Important?
Which Program Is Best?
Half-Day Workshop: Service Behaviors That Matter
One-Day Workshop: From the Customer’s Perspective
Two-Day Workshop: A Total Approach to Service
How Much Time Will Preparation Take?
What Do I Need to Know About Training?
What Are the Important Features of the Book?
How Are the Agendas Laid Out?
How Do I Use This Book?
Key Points
What to Do Next
Additional Resources
SECTION I: THE WORKSHOPS
1 HALF-DAY CUSTOMER SERVICE WORKSHOP: SERVICE BEHAVIORS THAT MATTER
Half-Day Workshop Objectives: Service Behaviors That Matter
Half-Day Workshop Overview
A Word About Presentation Slides and Handouts
Half-Day Workshop Agenda
What to Do Next
2 ONE-DAY CUSTOMER SERVICE WORKSHOP: FROM THE CUSTOMER’S PERSPECTIVE
One-Day Workshop Objectives: From the Customer’s Perspective
One-Day Workshop Overview
A Word About Presentation Slides and Handouts
One-Day Workshop Agenda
What to Do Next
3 TWO-DAY CUSTOMER SERVICE WORKSHOP: A TOTAL APPROACH TO SERVICE
Two-Day Workshop Objectives: A Total Approach to Service
Two-Day Workshop Overview
Overview of Day One
Overview of Day Two
A Word About Presentation Slides and Handouts
Two-Day Workshop Agenda: Day One
What to Do Between Workshop Days
Two-Day Workshop Agenda: Day Two
What to Do Next
4 CUSTOMIZING THE CUSTOMER SERVICE WORKSHOPS
Customizing the Content and Activities
Step One: Get Real
Step Two: Be Relevant
Step Three: Integrate the Organization’s Service Standards
Customizing the Workshop Format
One-Hour, Themed Sessions
Two-Hour Themed Sessions
Customizing the Workshop Delivery with Technology
The Bare Minimum
What to Do Next
SECTION II: ESSENTIALS OF EFFECTIVE CUSTOMER SERVICE TRAINING
5 IDENTIFYING NEEDS FOR CUSTOMER SERVICE TRAINING
Why Needs Analysis?
Strategic Needs Analysis
Structured Interviews
Focus Groups
Surveys
Individual Learning Needs Analysis
The Bare Minimum
Key Points
What to Do Next
Additional Resources
6 UNDERSTANDING THE FOUNDATIONS OF TRAINING DESIGN
Basic Adult Learning Theory
More Theoretical Ideas Important to Learning
Multiple Intelligences
Whole Brain Learning
Theory into Practice
Establishing a Framework
Identifying Behaviors
Practicing
Providing Feedback
Making It Relevant
The Bare Minimum
Key Points
What to Do Next
Additional Resources
7 LEVERAGING TECHNOLOGY TO MAXIMIZE AND SUPPORT DESIGN AND DELIVERY
Why Consider Learning Technologies?
Opportunities to Use Learning Technologies
When Designing Training
Before Training
During Training
After Training
While Building a Practitioner Community
The Bare Minimum
Key Points
What to Do Next
Additional Resources
8 DELIVERING YOUR CUSTOMER SERVICE WORKSHOP: BE A GREAT FACILITATOR
The Learning Environment
Program Preparation Checklist
Participant Materials
Handouts
Presentation Slides
Workbooks and Journals
Videos
Toys, Noisemakers, and Other Props
Facilitator Equipment and Materials
A Strong Start: Introductions, Icebreakers, and Openers
Feedback
Role Plays
Participant Presentations
Ball Toss
Journaling
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
Levels of Measurement
Level 1: Measuring Participant Reactions
Level 2: Measuring the Extent to Which Participants Have Learned
Level 3: Measuring the Results of Training Back on the Job
Level 4: Measuring the Organizational Impact of Training
Return on Investment
Reporting Results
The Bare Minimum
Key Points
What to Do Next
Additional Resources
SECTION III: POST-WORKSHOP LEARNING
10 THE FOLLOW-UP COACH
Create a Communication Plan
Involve Managers in the Transfer of Learning
Before the Workshop
After the Workshop
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
SECTION IV: WORKSHOP SUPPORTING DOCUMENTS AND ONLINE SUPPORT
11 LEARNING ACTIVITIES
Learning Activities Included in Customer Service Training
Half-Day Workshop: Service Behaviors That Matter
One-Day Workshop: From the Customer’s Perspective
Two-Day Workshop: A Total Approach to Service
12 ASSESSMENTS
Assessments Included in Customer Service Training
13 HANDOUTS
Handouts Included in Customer Service Training
Half-Day Workshop: Service Behaviors That Matter
One-Day Workshop: From the Customer’s Perspective
Two-Day Workshop: A Total Approach to Service
14 ONLINE TOOLS AND DOWNLOADS
Access to Free Supporting Materials
Customizable Materials
Working With the Files
PDF Documents
PowerPoint Slides
ACKNOWLEDGMENTS
ABOUT THE AUTHOR
ABOUT ATD
Back Cover
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