20 Training Workshops For Customer Care
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Author | : Terry Gillen |
Publisher | : Human Resource Development |
Total Pages | : 521 |
Release | : 1993 |
Genre | : Consumer satisfaction |
ISBN | : 0874252261 |
20 fully reproducible, training workshops in this volume are ideal for customer service managers, supervisors, coaches and self-directed customer service teams that must set service policies, measure effectiveness and identify where service improvement is needed.
Author | : Don R. Crawley |
Publisher | : Soundtraining Net |
Total Pages | : 164 |
Release | : 2011-05-05 |
Genre | : Computer industry |
ISBN | : 9780983660705 |
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Author | : Leslie Rae |
Publisher | : Gower Publishing, Ltd. |
Total Pages | : 272 |
Release | : 1997 |
Genre | : Business & Economics |
ISBN | : 9780566079290 |
Following the book will enable any trainer to devise a professional training and development programme. Included are all the considerations a trainer needs to be aware of, ranging from skills assessment and learning styles, to relative benefits of on the job and off the job training, and the value of different types of training formats.
Author | : Josh Kaufman |
Publisher | : Penguin |
Total Pages | : 290 |
Release | : 2013-06-13 |
Genre | : Self-Help |
ISBN | : 1101623047 |
Forget the 10,000 hour rule— what if it’s possible to learn the basics of any new skill in 20 hours or less? Take a moment to consider how many things you want to learn to do. What’s on your list? What’s holding you back from getting started? Are you worried about the time and effort it takes to acquire new skills—time you don’t have and effort you can’t spare? Research suggests it takes 10,000 hours to develop a new skill. In this nonstop world when will you ever find that much time and energy? To make matters worse, the early hours of practicing something new are always the most frustrating. That’s why it’s difficult to learn how to speak a new language, play an instrument, hit a golf ball, or shoot great photos. It’s so much easier to watch TV or surf the web . . . In The First 20 Hours, Josh Kaufman offers a systematic approach to rapid skill acquisition— how to learn any new skill as quickly as possible. His method shows you how to deconstruct complex skills, maximize productive practice, and remove common learning barriers. By completing just 20 hours of focused, deliberate practice you’ll go from knowing absolutely nothing to performing noticeably well. Kaufman personally field-tested the methods in this book. You’ll have a front row seat as he develops a personal yoga practice, writes his own web-based computer programs, teaches himself to touch type on a nonstandard keyboard, explores the oldest and most complex board game in history, picks up the ukulele, and learns how to windsurf. Here are a few of the simple techniques he teaches: Define your target performance level: Figure out what your desired level of skill looks like, what you’re trying to achieve, and what you’ll be able to do when you’re done. The more specific, the better. Deconstruct the skill: Most of the things we think of as skills are actually bundles of smaller subskills. If you break down the subcomponents, it’s easier to figure out which ones are most important and practice those first. Eliminate barriers to practice: Removing common distractions and unnecessary effort makes it much easier to sit down and focus on deliberate practice. Create fast feedback loops: Getting accurate, real-time information about how well you’re performing during practice makes it much easier to improve. Whether you want to paint a portrait, launch a start-up, fly an airplane, or juggle flaming chainsaws, The First 20 Hours will help you pick up the basics of any skill in record time . . . and have more fun along the way.
Author | : Dan Adams |
Publisher | : Aim Press |
Total Pages | : 0 |
Release | : 2008 |
Genre | : Industrial marketing |
ISBN | : 9780980112344 |
Author | : G. Edward Evans |
Publisher | : Bloomsbury Publishing USA |
Total Pages | : 406 |
Release | : 2015-06-30 |
Genre | : Language Arts & Disciplines |
ISBN | : |
Covering every essential topic ranging from circulation and literacy instruction to reference and security, this benchmark text provides an up-to-date, broadly based view of library public service and its functions. Supplying essential, foundational reading for students of library public services as well as an up-to-date overview for practitioners who wish to refresh their knowledge or acquaint themselves with a new area of responsibility, this book's broad and solid coverage will benefit anyone concerned with developing or maintaining the public face of the library. A revision and expansion of Libraries Unlimited's Introduction to Library Public Services: Seventh Edition, this edition has new chapters covering such topics as e-resources, collections, print and other media, and facilities and funding. Additionally, every chapter has been substantially updated and reorganized to better reflect the role of technology in library services today. The book begins with background information on public services in libraries and an analysis of the library's public service philosophy. Then, the authors delve into staffing and assessment of services, moving logically to major functional areas of public services—reference, instruction, document delivery, circulation and reserves, collections, programming, safety and security issues, and facilities and funding. Real-life anecdotes from public, academic, and school libraries illustrate principles and concepts throughout the book. For each topic, the authors detail its role and philosophy, and offer key points to remember, references, and lists for further reading.
Author | : |
Publisher | : |
Total Pages | : 164 |
Release | : |
Genre | : Education |
ISBN | : |
Author | : South African Management Development Institute |
Publisher | : |
Total Pages | : 94 |
Release | : 2002 |
Genre | : Civil service |
ISBN | : |
Author | : |
Publisher | : |
Total Pages | : 812 |
Release | : 2000 |
Genre | : Trademarks |
ISBN | : |
Author | : Louise Downe |
Publisher | : BIS Publishers |
Total Pages | : 0 |
Release | : 2020-03-03 |
Genre | : Business & Economics |
ISBN | : 9789063695439 |
Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.