Customer Service Training, Association for Talent Development, (c) 2015
- 1h 59m
- Kimberly Devlin
- Association for Talent Development
- 2015
Effective customer service training covers more than niceties.
Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience.
Training authority Kimberly Devlin presents two-day, one-day, and half-day workshops that support trainees in any industry and environment, not just the call center. Each workshop introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions.
About the Author
With her combined passions for effective communication and relevant workplace learning, Kimberly Devlin s focus is always on providing direct, complete, and compelling deliverables. In the training room, her focus is on supporting each learner in meeting their specific learning goals. She achieves this, in part, through engaging and interactive learning that is purpose-driven, enjoyable, and immediately applicable. As a senior professional in Employee and Organizational Development with a Masters Degree from the University of Miami, she was among the first in the industry to attain ATD s CPLP certification. Her state-of-the-industry credentials and diverse experience bring real-world examples and stories to the training room. Kimberly s experience extends to city, county, and state government agencies across the U.S. as well as working with Fortune 500 firms here and in South America. She has been a contributor to the ATD community both locally and nationally for many years, serving on boards, presenting conference sessions at ICE and ALC, and also volunteering time for ATD initiatives. You may have seen her in T&D! Now, come learn with her. Kimberly facilitates ATD's Designing Learning Certificate, Fundamentals of Training Design, Training Certificate, Training Certificate Plus, and Facilitating for Excellence programs.
In this Book
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Customer Service Training
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The ATD Workshop Series
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Foreword
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Preface
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Introduction—How to Use This Book
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Half-Day Customer Service Workshop: Service Behaviors That Matter
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One-Day Customer Service Workshop: From the Customer’s Perspective
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Two-Day Customer Service Workshop: A Total Approach to Service
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Customizing the Customer Service Workshops
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Identifying Needs for Customer Service Training
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Understanding the Foundations of Training Design
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Leveraging Technology to Maximize and Support Design and Delivery
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Delivering Your Customer Service Workshop: Be a Great Facilitator
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Evaluating Workshop Results
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The Follow-Up Coach
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Learning Activities
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Assessments
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Handouts
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Online Tools and Downloads
