简介
The Trainer's Workshop Series is designed to be a practical, hands-on roadmap to help you quickly develop training in key business areas. Each book in the series offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. In additionto easy-to-use icons, each book in the series includes a companion CD-ROM with PowerPointT presentations and electronic copies of all supporting material featured in the book. 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 andimprove their performance. Contains exercises, handouts, assessments and tools to help you: .create fantastic customer service to meet your specific needs .raise the bar for service excellence .become a more effective and efficient facilitator .ensure training is on target and gets results "This book is a complete training programme. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service." Fred S. Anton, Chief Executive Officer, Warner Bros. Publications Other books in this series: Leadership Training, New Supervisor Training, New Employee Orientation Training, Leading Change Training. Practical hands-on guide offers all the exercises, handouts and presentations you need to develop effective training programmes 'Workshop' approach helps you quickly and easily develop training in key business areas Includes a companion CD-ROM.
目录
Cover 1
Customer Service Training 4
Contents 8
Preface 14
About the Author 16
Chapter 1 INTRODUCTION: WHY CUSTOMER SERVICE? 18
Why Customer Service Matters 18
How This Book Can Help 19
The Value of Good Service 19
CUSTOMER SERVICE IN THE PUBLIC SECTOR 21
How Training Can Help Frontline Staff and Management 22
The Realities of Training 22
How to Use This Workbook 23
What's in This Workbook and on the CD? 23
LEARNING ACTIVITIES 24
ASSESSMENT INSTRUMENTS 25
Icons 26
What to Do Next 27
Chapter 2 THE FANTASTIC SERVICE EQUATION 28
Theories of Motivation 28
Customer Loyalty 29
The Fantastic Service Equation 30
What to Do Next 31
Chapter 3 ASSESSING THE ORGANIZATIONAL NEED 32
Structured Interviews 32
STRUCTURED INTERVIEW QUESTIONS 33
Focus Groups 34
Surveys 34
Strategic Needs Assessments 34
What to Do Next 36
Chapter 4 DESIGNING YOUR TRAINING 38
Developing Training Designs 38
Establishing a Framework 39
IDENTIFYING BEHAVIOURS 40
PRACTISING 40
PROVIDING FEEDBACK 40
MAKING IT RELEVANT 41
The Designs in This Workbook 41
ONE-DAY PROGRAMME 41
HALF-DAY PROGRAMME 42
ONE-HOUR PROGRAMME 42
What to Do Next 42
Chapter 5 FACILITATING THE TRAINING SESSION 44
Adult Learning Theory 45
Facilitation 46
ELEMENTS OF SUCCESSFUL FACILITATION 46
USEFUL RESPONSES 48
Being Prepared 48
KNOWING YOUR AUDIENCE 48
INVITING PARTICIPANTS 49
ORGANIZING THE DETAILS 50
What to Do Next 52
Chapter 6 EVALUATING LEARNING 54
Purposes of Evaluation 54
LEVELS OF MEASUREMENT 54
EVALUATION METHODS 55
Programme Evaluation 57
FORMATIVE EVALUATION 57
SUMMATIVE EVALUATION 57
RETURN-ON-INVESTMENT 58
What to Do Next 58
Chapter 7 ONE-HOUR PROGRAMME 60
Training Objectives 60
Materials 60
Using the CD 61
One-Hour Sample Agenda: Fantastic Service Every Time 61
What to Do Next 64
Chapter 8 HALF-DAY PROGRAMME 66
Training Objectives 66
Materials 67
Using the CD 68
Half-Day Sample Agenda: Fantastic Service Every Time 68
What to Do Next 71
Chapter 9 ONE-DAY PROGRAMME 78
Training Objectives 79
Materials 79
Using the CD 81
One-Day Sample Agenda: Fantastic Service Every Time 81
What to Do Next 86
Chapter 10 TRAINING EXECUTIVES AND SUPERVISORS 96
Leadership Initiatives 96
RATIONALE 97
STRATEGIC PLANNING 97
Training for Leaders 98
FANTASTIC SERVICE EVERY TIME 98
TIPS FOR TRAINERS 98
OTHER TRAINING RECOMMENDATIONS 99
Leadership and Customer Service 100
What to Do Next 100
Handout 10\u20131: Leadership and Customer Service 102
Handout 10\u20132: Motivating Team Members 104
Chapter 11 CUSTOMER SERVICE AND THE BOTTOM LINE 106
The Cost of Losing a Customer 106
Customer Expectations 107
Other Factors 109
GOVERNING FORCES 109
MOMENTS OF TRUTH 109
What to Do Next 110
Chapter 12 ASSESSMENTS 112
Using the CD 112
What to Do Next 113
Assessment 12\u20131: Customer Expectations 114
Assessment 12\u20132: Noise Detector 115
Assessment 12\u20133: Fantastic Service Every Time Survey 117
Assessment 12\u20134: Secret Shopper 120
Chapter 13 LEARNING ACTIVITIES 122
Using the CD 122
Tips for Trainers 123
Learning Activity 13\u20131: Skills Analysis 124
Learning Activity 13\u20132: Just Fantastic 127
Learning Activity 13\u20133: Customer Expectations 131
Handout 13\u20131: Categories of Customer Expectations 135
Learning Activity 13\u20134: Benefits 137
Handout 13\u20132: Benefits 138
Learning Activity 13\u20135: Governing Forces 139
Handout 13\u20133: Governing Forces in Customer Service 142
Learning Activity 13\u20136: Moments of Truth 146
Handout 13\u20134: Worst Experience 149
Learning Activity 13\u20137: Fantastic Service Equation 151
Handout 13\u20135: The Fantastic Service Equation 152
Learning Activity 13\u20138: Greeting Group 154
Learning Activity 13\u20139: Determining Needs: Communication 156
Handout 13\u20136: Listening 162
Handout 13\u20137: Paraphrase the Thought, Validate the Heart 163
Learning Activity 13\u201310: Noise 164
Learning Activity 13\u201311: Body Language 167
Learning Activity 13\u201312: Positive Language 169
Handout 13\u20138: Positive Language 171
Learning Activity 13\u201313: Dealing with Anger 175
Handout 13\u20139: Dealing with Anger 177
Learning Activity 13\u201314: Meeting Needs: Problem Solving 178
Handout 13\u201310: Problem Solving 179
Learning Activity 13\u201315: The Final Equation Components 180
Handout 13\u201311: Final Equation Components 182
Learning Activity 13\u201316: Putting It All Together: Role Playing 183
Handout 13\u201312: Role Plays 185
Handout 13\u201313: Fantastic Service Equation Observation Form 186
Learning Activity 13\u201317: Customer Service Action Plans 188
Handout 13\u201314: Customer Service Action Plans 189
Chapter 14 OPTIONAL LEARNING ACTIVITIES 190
Learning Activity 14\u20131: Bad News: Unacceptable Service 191
Handout 14\u20131: Bad News Scenario 194
Handout 14\u20132: Effective and Ineffective Feedback 195
Handout 14\u20133: The Jones Window \u2014 An Action Plan for Improvement 196
Learning Activity 14\u20132: Yes, and\u2026 197
Learning Activity 14\u20133: Moments of Truth II 199
Learning Activity 14\u20134: Role Playing Negative Responses 201
Learning Activity 14\u20135: The Angry Customer 203
Handout 14\u20134: The Angry Customer 204
Learning Activity 14\u20136: Customer Types 205
Handout 14\u20135: Different Customer Personalities 207
Handout 14\u20136: Responding to Customer Types 209
Learning Activity 14\u20137: I'm Proud of\u2026 211
Learning Activity 14\u20138: Survivor 212
Learning Activity 14\u20139: Superhero Exercise 214
Appendix Using the Compact Disc 216
Contents of the CD 216
Computer Requirements 216
Printing from the CD 217
Adapting the PowerPoint Slides 218
Showing the PowerPoint Presentations 218
References 220
Customer Service Training 4
Contents 8
Preface 14
About the Author 16
Chapter 1 INTRODUCTION: WHY CUSTOMER SERVICE? 18
Why Customer Service Matters 18
How This Book Can Help 19
The Value of Good Service 19
CUSTOMER SERVICE IN THE PUBLIC SECTOR 21
How Training Can Help Frontline Staff and Management 22
The Realities of Training 22
How to Use This Workbook 23
What's in This Workbook and on the CD? 23
LEARNING ACTIVITIES 24
ASSESSMENT INSTRUMENTS 25
Icons 26
What to Do Next 27
Chapter 2 THE FANTASTIC SERVICE EQUATION 28
Theories of Motivation 28
Customer Loyalty 29
The Fantastic Service Equation 30
What to Do Next 31
Chapter 3 ASSESSING THE ORGANIZATIONAL NEED 32
Structured Interviews 32
STRUCTURED INTERVIEW QUESTIONS 33
Focus Groups 34
Surveys 34
Strategic Needs Assessments 34
What to Do Next 36
Chapter 4 DESIGNING YOUR TRAINING 38
Developing Training Designs 38
Establishing a Framework 39
IDENTIFYING BEHAVIOURS 40
PRACTISING 40
PROVIDING FEEDBACK 40
MAKING IT RELEVANT 41
The Designs in This Workbook 41
ONE-DAY PROGRAMME 41
HALF-DAY PROGRAMME 42
ONE-HOUR PROGRAMME 42
What to Do Next 42
Chapter 5 FACILITATING THE TRAINING SESSION 44
Adult Learning Theory 45
Facilitation 46
ELEMENTS OF SUCCESSFUL FACILITATION 46
USEFUL RESPONSES 48
Being Prepared 48
KNOWING YOUR AUDIENCE 48
INVITING PARTICIPANTS 49
ORGANIZING THE DETAILS 50
What to Do Next 52
Chapter 6 EVALUATING LEARNING 54
Purposes of Evaluation 54
LEVELS OF MEASUREMENT 54
EVALUATION METHODS 55
Programme Evaluation 57
FORMATIVE EVALUATION 57
SUMMATIVE EVALUATION 57
RETURN-ON-INVESTMENT 58
What to Do Next 58
Chapter 7 ONE-HOUR PROGRAMME 60
Training Objectives 60
Materials 60
Using the CD 61
One-Hour Sample Agenda: Fantastic Service Every Time 61
What to Do Next 64
Chapter 8 HALF-DAY PROGRAMME 66
Training Objectives 66
Materials 67
Using the CD 68
Half-Day Sample Agenda: Fantastic Service Every Time 68
What to Do Next 71
Chapter 9 ONE-DAY PROGRAMME 78
Training Objectives 79
Materials 79
Using the CD 81
One-Day Sample Agenda: Fantastic Service Every Time 81
What to Do Next 86
Chapter 10 TRAINING EXECUTIVES AND SUPERVISORS 96
Leadership Initiatives 96
RATIONALE 97
STRATEGIC PLANNING 97
Training for Leaders 98
FANTASTIC SERVICE EVERY TIME 98
TIPS FOR TRAINERS 98
OTHER TRAINING RECOMMENDATIONS 99
Leadership and Customer Service 100
What to Do Next 100
Handout 10\u20131: Leadership and Customer Service 102
Handout 10\u20132: Motivating Team Members 104
Chapter 11 CUSTOMER SERVICE AND THE BOTTOM LINE 106
The Cost of Losing a Customer 106
Customer Expectations 107
Other Factors 109
GOVERNING FORCES 109
MOMENTS OF TRUTH 109
What to Do Next 110
Chapter 12 ASSESSMENTS 112
Using the CD 112
What to Do Next 113
Assessment 12\u20131: Customer Expectations 114
Assessment 12\u20132: Noise Detector 115
Assessment 12\u20133: Fantastic Service Every Time Survey 117
Assessment 12\u20134: Secret Shopper 120
Chapter 13 LEARNING ACTIVITIES 122
Using the CD 122
Tips for Trainers 123
Learning Activity 13\u20131: Skills Analysis 124
Learning Activity 13\u20132: Just Fantastic 127
Learning Activity 13\u20133: Customer Expectations 131
Handout 13\u20131: Categories of Customer Expectations 135
Learning Activity 13\u20134: Benefits 137
Handout 13\u20132: Benefits 138
Learning Activity 13\u20135: Governing Forces 139
Handout 13\u20133: Governing Forces in Customer Service 142
Learning Activity 13\u20136: Moments of Truth 146
Handout 13\u20134: Worst Experience 149
Learning Activity 13\u20137: Fantastic Service Equation 151
Handout 13\u20135: The Fantastic Service Equation 152
Learning Activity 13\u20138: Greeting Group 154
Learning Activity 13\u20139: Determining Needs: Communication 156
Handout 13\u20136: Listening 162
Handout 13\u20137: Paraphrase the Thought, Validate the Heart 163
Learning Activity 13\u201310: Noise 164
Learning Activity 13\u201311: Body Language 167
Learning Activity 13\u201312: Positive Language 169
Handout 13\u20138: Positive Language 171
Learning Activity 13\u201313: Dealing with Anger 175
Handout 13\u20139: Dealing with Anger 177
Learning Activity 13\u201314: Meeting Needs: Problem Solving 178
Handout 13\u201310: Problem Solving 179
Learning Activity 13\u201315: The Final Equation Components 180
Handout 13\u201311: Final Equation Components 182
Learning Activity 13\u201316: Putting It All Together: Role Playing 183
Handout 13\u201312: Role Plays 185
Handout 13\u201313: Fantastic Service Equation Observation Form 186
Learning Activity 13\u201317: Customer Service Action Plans 188
Handout 13\u201314: Customer Service Action Plans 189
Chapter 14 OPTIONAL LEARNING ACTIVITIES 190
Learning Activity 14\u20131: Bad News: Unacceptable Service 191
Handout 14\u20131: Bad News Scenario 194
Handout 14\u20132: Effective and Ineffective Feedback 195
Handout 14\u20133: The Jones Window \u2014 An Action Plan for Improvement 196
Learning Activity 14\u20132: Yes, and\u2026 197
Learning Activity 14\u20133: Moments of Truth II 199
Learning Activity 14\u20134: Role Playing Negative Responses 201
Learning Activity 14\u20135: The Angry Customer 203
Handout 14\u20134: The Angry Customer 204
Learning Activity 14\u20136: Customer Types 205
Handout 14\u20135: Different Customer Personalities 207
Handout 14\u20136: Responding to Customer Types 209
Learning Activity 14\u20137: I'm Proud of\u2026 211
Learning Activity 14\u20138: Survivor 212
Learning Activity 14\u20139: Superhero Exercise 214
Appendix Using the Compact Disc 216
Contents of the CD 216
Computer Requirements 216
Printing from the CD 217
Adapting the PowerPoint Slides 218
Showing the PowerPoint Presentations 218
References 220
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