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Customer Service Training by Kimberly Delvin

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Introduction

How to Use This Book

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

Why Is Developing Customer Service Skills Important?

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 ...

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