For any organization that wants to raise the bar for service excellence, this book provides practical, hands-on guidance to help you quickly develop guidance to help you quickly develop customer service training. Dozens of field-tested exercises, games, activities, icebreakers, and assessment instruments help you teach employees the importance of customer service and improve their performance. *Also includes digital materials that are available via download.
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Editorial Reviews
Review
This book is a complete training program. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service. More important, this book will help you translate first-rate customer service training to positive bottom-line performance for your organization. --Fred S. Anton, Chief Executive Officer, Warner Bros. Publications
This book is a complete training program. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service. More important, this book will help you translate first-rate customer service training to positive bottom-line performance for your organization. --Fred S. Anton, Chief Executive Officer, Warner Bros. Publications
This is not just another training book to sit on your shelf. This book includes tools and tips that can be used by experienced trainers and first-time facilitators and is a comprehensive guide to training and development. This is the last customer service training book you will have to buy! --Brian J. Bowdish, General Manager, CA One Services, Inc.
This workbook is incredible. It is so easy to use and has everything a trainer needs--assessments, slides, exercises, and even facilitation techniques. This book offers a practical and relevant approach for all service delivery professionals and is an insightful study of the lost art of human touch. --Maritza Dominguez, Manager of Human Resources and Development, Latin American Division of American Express
This is not just another training book to sit on your shelf. This book includes tools and tips that can be used by experienced trainers and first-time facilitators and is a comprehensive guide to training and development. This is the last customer service training book you will have to buy! --Brian J. Bowdish, General Manager, CA One Services, Inc.
This is not just another training book to sit on your shelf. This book includes tools and tips that can be used by experienced trainers and first-time facilitators and is a comprehensive guide to training and development. This is the last customer service training book you will have to buy! --Brian J. Bowdish, General Manager, CA One Services, Inc.
This book is a complete training program. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service. More important, this book will help you translate first-rate customer service training to positive bottom-line performance for your organization. --Fred S. Anton, Chief Executive Officer, Warner Bros. Publications
This book is a complete training program. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service. More important, this book will help you translate first-rate customer service training to positive bottom-line performance for your organization. --Fred S. Anton, Chief Executive Officer, Warner Bros. Publications
This is not just another training book to sit on your shelf. This book includes tools and tips that can be used by experienced trainers and first-time facilitators and is a comprehensive guide to training and development. This is the last customer service training book you will have to buy! --Brian J. Bowdish, General Manager, CA One Services, Inc.
This workbook is incredible. It is so easy to use and has everything a trainer needs--assessments, slides, exercises, and even facilitation techniques. This book offers a practical and relevant approach for all service delivery professionals and is an insightful study of the lost art of human touch. --Maritza Dominguez, Manager of Human Resources and Development, Latin American Division of American Express
This is not just another training book to sit on your shelf. This book includes tools and tips that can be used by experienced trainers and first-time facilitators and is a comprehensive guide to training and development. This is the last customer service training book you will have to buy! --Brian J. Bowdish, General Manager, CA One Services, Inc.
This is not just another training book to sit on your shelf. This book includes tools and tips that can be used by experienced trainers and first-time facilitators and is a comprehensive guide to training and development. This is the last customer service training book you will have to buy! --Brian J. Bowdish, General Manager, CA One Services, Inc.
This book is a complete training program. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service. More important, this book will help you translate first-rate customer service training to positive bottom-line performance for your organization. --Fred S. Anton, Chief Executive Officer, Warner Bros. Publications
About the Author
Maxine Kamine is the founder and president of TOUCH Consulting, Inc., headquartered in Plantation, Florida. She has been avidly involved in leadership and customer service research and training for more than 25 years, and is the author of many publications, including Uncommon Curtesy, a training program that is enhancing customer service in 36 states.
Kamin consults with corporations, state and local governments and nonprofit agencies to help individuals and teams reach their goals and attain success in the global marketplace. She formerly served as faculty member at the University of Massachusetts, as acting dean at Miami-Dade Community College, and as manager of instruction and evaluation at American Express. She has trained thousands of associates, from corporate executives to frontline staff, and has received numerous awards and commendations for her personable and enthusiastic approach to training and consulting.
Kamin's company operates on the premise that the personal touch in business--respecting and appreciating associates and customers--is the key to success. Her programs are designed to give practical application to these principles.
Kamin consults with corporations, state and local governments and nonprofit agencies to help individuals and teams reach their goals and attain success in the global marketplace. She formerly served as faculty member at the University of Massachusetts, as acting dean at Miami-Dade Community College, and as manager of instruction and evaluation at American Express. She has trained thousands of associates, from corporate executives to frontline staff, and has received numerous awards and commendations for her personable and enthusiastic approach to training and consulting.
Kamin's company operates on the premise that the personal touch in business--respecting and appreciating associates and customers--is the key to success. Her programs are designed to give practical application to these principles.
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Most Helpful Customer Reviews
2 of 2 people found the following review helpful:
5.0 out of 5 stars
Exceptional Resource for all Levels of Trainers & Participants,
By
This review is from: Customer Service Training (Astd Trainer's Wordshop) (Paperback)
I had a client ask for customized workshop on customer service and after researching the subject for weeks, looking through many resources and plenty of books related to customer service (and mostly sales), I found this one. It was perfect. Maxine Kamin took all of the concepts that the other books I read touched on and effectively distilled them down into understandable and usable pieces that are practical for any level of trainer, any level of workshop participant and flexible enough to build a program of any length, depending on client need. This book will help you take an otherwise pedestrian subject and make it interesting for your participants.
1 of 1 people found the following review helpful:
5.0 out of 5 stars
Excellent resource,
This review is from: Customer Service Training (Astd Trainer's Wordshop) (Paperback)
If you are wondering where to start in planning your next customer service workshop, this is a great place. It was the first book I read in customer service training, and I found it hugely helpful. Use the workshop structure as a framework to add your own touches or use it on its own - either way this book will make your work simpler and save you a lot of time.
1 of 1 people found the following review helpful:
5.0 out of 5 stars
This is not just another training book to sit on your shelf,
By Brian Bowdish "General Manager - Hospitality ... (Fort Lauderdale, FL) - See all my reviews (REAL NAME)
This review is from: Customer Service Training (Astd Trainer's Wordshop) (Paperback)
This is not just another training book to sit on your shelf. This book includes tools and tips that can be used by experienced trainers and first-time facilitators;it's a comprehensive guide to training and development that I've relied upon for years. This is the last customer service training book you will ever have to buy.
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Inside This Book
(learn more)
First Sentence:
Customer serviceYou can't live with it, and you can't live without it. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
making the moment memorable, validate the heart, worst experience, paraphrase the thought, optional learning activities, worst customer service experience, customer service behaviors, fantastic service, customer service training, expectation categories, positive language, customer service experiences Key Phrases - Capitalized Phrases (CAPs): (learn more)
Learning Activity, Fantastic Service Equation, Learning Activities, Distribute Handout, Meeting Needs, Governing Forces, Determining Needs, Problem Solving, Customer Expectations, Skills Analysis, Moments of Truth, Checking Results, Leaving the Door Open, One-Day Program, Putting It All Together, Just Fantastic, Facilitating the Training Session, The Final Equation Components, Using the Compact Disc, Greeting Group, Service Levels, Five Expectation Categories, The Angry Customer, Caring Is the Greatest Gift, Noise Detector Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Customer serviceYou can't live with it, and you can't live without it. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
making the moment memorable, validate the heart, worst experience, paraphrase the thought, optional learning activities, worst customer service experience, customer service behaviors, fantastic service, customer service training, expectation categories, positive language, customer service experiences Key Phrases - Capitalized Phrases (CAPs): (learn more)
Learning Activity, Fantastic Service Equation, Learning Activities, Distribute Handout, Meeting Needs, Governing Forces, Determining Needs, Problem Solving, Customer Expectations, Skills Analysis, Moments of Truth, Checking Results, Leaving the Door Open, One-Day Program, Putting It All Together, Just Fantastic, Facilitating the Training Session, The Final Equation Components, Using the Compact Disc, Greeting Group, Service Levels, Five Expectation Categories, The Angry Customer, Caring Is the Greatest Gift, Noise Detector Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Citations (learn more)
11
books
cite this book:
See all 11 books citing this book
- Diversity Training (ASTD Trainer's Workshop) by Cris Wildermuth in Front Matter (1), and Front Matter (2)
- Strategic Planning Training (ASTD Trainer's Workshop) by Linda Russell in Front Matter
- Project Management Training (ASTD Trainer's Workshop) by Bill Shackelford in Front Matter
- Innovation Training (ASTD Trainer's Workshop) by Ruth Ann Hattori in Front Matter
- Leadership Training (ASTD Trainer's WorkShop Series) by Lou Russell in Front Matter
See all 11 books citing this book
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