| Customer Service Training Contributor(s): Devlin, Kimberly (Author) |
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ISBN: 156286968X ISBN-13: 9781562869687 Publisher: ASTD OUR PRICE: $66.45 Product Type: Paperback Published: August 2015 |
| Additional Information |
| BISAC Categories: - Business & Economics | Training - Business & Economics | Leadership - Business & Economics | Mentoring & Coaching |
| Dewey: 658.812 |
| LCCN: 2015945660 |
| Physical Information: 0.5" H x 8.5" W x 10.9" (1.25 lbs) 232 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions. Free tools and customization options The free, ready-to-use workshop materials (PDF) that accompany this book include downloadable presentation materials, agendas, handouts, assessments, and tools. All workshop program materials, including MS Office PowerPoint presentations and MS Word handouts, may be customized for an additional licensing fee. Browse the licensing options in the Custom Material License pricing menu. About the series The ATD Workshop Series is written for trainers by trainers, because no one knows workshops as well as the practitioners who have done it all. Each publication weaves in today's technology and accessibility considerations and provides a wealth of new content that can be used to create a training experience like no other. The series also includes Communication Skills Training, Leadership Training, Coaching Training, and New Supervisor Training. |
Contributor Bio(s): Delvin, Kimberly: - "With her combined passions for effective communication and relevant workplace learning, Kimberly Devlin's focus is always on providing direct, complete, and compelling deliverables. In the training room, her focus is on supporting each learner in meeting their specific learning goals. She achieves this, in part, through engaging and interactive learning that is purpose-driven, enjoyable, and immediately applicable. As a senior professional in Employee and Organizational Development with a Masters Degree from the University of Miami, she was among the first in the industry to attain ATD's CPLP certification. Her state-of-the-industry credentials and diverse experience bring real-world examples and stories to the training room. Kimberly's experience extends to city, county, and state government agencies across the U.S. as well as working with Fortune 500 firms here and in South America. She has been a contributor to the ATD community both locally and nationally for many years, serving on boards, presenting conference sessions at ICE and ALC, and also volunteering time for ATD initiatives. You may have seen her in T&D! Now, come learn with her. Kimberly facilitates ATD's Designing Learning Certificate, Fundamentals of Training Design, Training Certificate, Training Certificate Plus, and Facilitating for Excellence programs." |