25 reproducible activities for customer service excellence /

Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their...

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Bibliographic Details
Main Author:	Garber, Peter R.
Format:	eBook
Language:	English
Published:	Amherst, MA : HRD Press, ©2005.
Subjects:	Customer services > Study and teaching > Problems, exercises, etc. Customer relations > Study and teaching > Problems, exercises, etc. Service industries workers > Training of > Problems, exercises, etc. Service à la clientèle > Étude et enseignement > Problèmes et exercices. Services (Industrie) > Personnel > Formation > Problèmes et exercices. BUSINESS & ECONOMICS > Customer Relations. Customer relations > Study and teaching. Customer services > Study and teaching. Service industries workers > Training of. Problems and exercises.
Online Access:	Connect to the full text of this electronic book

Description
Summary:	Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho.
Physical Description:	1 online resource (ix, 163 pages) : illustrations
Bibliography:	Includes bibliographical references.
ISBN:	9781599965048 1599965046