This book is a complete customer service 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 customer service 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
For any organization that wants to develop knowledgeable, responsive customer relations specialists to improve customer satisfaction and raise the bar for service excellence, Customer Service Training provides practical, hands-on 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. Customer Service Training teaches the importance of happy customers and will help you improve the disposition, timeliness, attitudes, and problem solving capabilities of customer facing employees.
Part of the ASTD TRAINER’S WORKSHOP series—ASTD’s done all the work for you with complete, customizable, ready-to-use programs. Titles offer ½-day, one-day, and two-day workshop formats, as well as all the exercises, handouts, assessments, structured experiences, and presentations needed for effective delivery.
About the Author
Maxine Kamin is the founder and president of TOUCH Consulting, Inc.: Training for Organizational Development, Unparalleled Customer Service, Communications, and Human Resources, 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 Courtesy, 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 a 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.