Customer Service Training - PapCom - download pdf or read online

By Maxine Kamin

ISBN-10: 0910965498

ISBN-13: 9780910965491

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Role playing helps participants actually practise the behaviours that are being addressed. Role-play exercises bring skills and behaviours to life for those acting particular roles and for those observing the scenarios. PROVIDING FEEDBACK A key aspect of training is the feedback trainers give to participants. If delivered in a supportive and constructive manner, your feedback will help learners develop a deeper understanding of the content you are presenting and the behaviours they are practising.

An assessment of future directions usually identifies emerging issues and trends that will have a major effect on a business and its customers over a twoto three-year period. The assessment helps a business develop goals and programmes that proactively anticipate and address the future, and position the organization to influence the future. To conduct an assessment of the future, organizations look at such issues as expected changes within the business (these include changes in technology and professional requirements) and expected changes outside the company (these include major issues such as economy, demographics, politics and the environment).

C h a p t e r 3 ᭜ Assessing the Organizational Need What’s in This Chapter? ᭜ Assessing organizational needs for a customer service programme ᭜ Strategic planning and the customer service initiative Not all organizations are ready for customer service training. In fact, you can really stir up the pot if senior management is not supportive of training. Imagine this worst-case scenario: You do frontline training, get a great response, have people really enthusiastic about improving service and then wham!

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Customer Service Training - PapCom by Maxine Kamin


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