Your success at winning - and keeping - business depends less on the nature of your product or service than on the way you treat your customers. So improving customer service is fast becoming a strategic objective for many organizations.

Ian Linton’s comprehensive collection of training activities covers all the key aspects of customer service, including:

• teamworking
• setting standards
• handling complaints
• building relationships
• measuring performance.

To provide skill development for junior and middle management the author uses a wide variety of learning methods, among them group discussion, presentations, brainstorming, questionnaires and role plays. Every activity contains detailed instructions for the trainer, together with ready-to-copy masters for OHPs and any material required by participants. Each is self-contained, but with the help of a subject index they can be combined in many different ways to form a programme suited to the needs of your own organization.

 

(Publisher: Gower)