From the world's leading authority on customer service… this do-it-yourself resource will save you hours of work and ensure first-class customer service training. Customer Service Training walks you step-by-step through the design and delivery of training that changes behaviour, recharges reps, and wins customers. It's the quick, easy, and fun way to develop training that addresses your company's unique needs.

Packed with how-to's and tips, this resource will simplify each stage of the process:
• Analysis
• Design
• Delivery
• Evalution

Whether you're a training professional or beginner, you'll appreciate the useful diagrams, articles, examples, key points, sample lesson plans, flip charts, and evaluation forms.