20 Training Workshops for Customer Care

This practical text comprises a package of 20 workshops which aim to enable trainers and line managers to enhance customer service at all levels throughout their organizations. The workshops are presented in two parts - customer service skills and putting customer service into practice. The workshops are intended for both managers and staff. The customer skills techniques can be used to introduce a new skill area; refresh areas of skill already known; integrate customer care skills into existing courses; induct new staff; and as part of a team meeting. In putting service into practice, these techniques can be used to introduce service initiatives; help the internal customer; identify service improvements; help with group problem solving; and measure customer service.