How
to Create Your Own Program
Nancy Friedman
From Nancy Friedman, The Telephone Doctor®
From the world’s leading authority on customer service… this do-it-yourself resource will save you hours of work and ensure first-class customer service training. Customer Service Training walks you step-by-step through the design and delivery of training that changes behavior, recharges reps, and wins customers.
It’s the quick, easy, and fun way to develop training
that addresses your company’s unique needs. Packed
with how-to’s and tips, this resource will simplify
each stage
of the process:
- Analysis
- Design
- Delivery
- Evaluation
Whether
you’re a training professional or beginner,
you’ll appreciate the useful diagrams, articles,
examples, key points, sample lesson plans, flip charts,
and evaluation forms.
Bonus!
The Instructor’s Guide includes everything you need to deliver Friedman’s popular workshop Six Cardinal Rules of Customer Service. Just purchase the video and you’re set.