What’s in This Chapter
• Why customer service training is important
• Determining which workshop agenda will best meet your needs
• What you need to know about training
• Estimates of time required
• A broad view of what the book includes
You may know the story of a letter to the editor of a newspaper on customer service. In short, the newspaper reported that a local government agency would be committing significant resources to training on customer service. It was expected to be expensive for the agency and time consuming for the staff. A resident wrote the ...