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How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training

How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training

by Nancy Friedman
Publisher: HRD Press
Release Date: January 2008
ISBN: 9781599961514
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Book Description

Faced with the challenge of developing effective customer service training? Not sure where to start? Whether you are a novice at the customer service game or an experienced facilitator, this book will make the development process fun and a whole lot easier. How to Get Customers Swearing by You, Not at You is an invaluable source of customer service material, tips and ideas all geared toward keeping the customers you worked so hard to get. The book is highly readable, the suggestions are easily adapted and the information is serious, yet presented in a lighthearted manner. Step by step, the "Telephone Doctor" walks you through the process of creating a formal customer service training program. Topics include barriers to training, management involvement, content, budgets and costs, icebreakers, workbooks, role playing, lecturing, questions, problem attendees, classroom evaluations, testing and more. Throughout the book, the author offers short commentaries on aspects of training and customer service that will help you look at the subject in a fresh, new light. How to Get Customers Swearing by You, Not at You covers a lot of ground. But it is all common sense and will empower you to create your own customer service training program and make it as basic or elaborate as you wish.

Table of Contents

  1. Title
  2. Copyright
  3. Dedication
  4. Contents
  5. Acknowledgment
  6. Why This Book Is Important to You
  7. In the Beginning: The Story
  8. How to Use This Book: Honestly, It’s Easy!
  9. Components
  10. Analysis Component
    1. Analysis: What Is It?
    2. KISS: It’s Not Rocket Science
    3. Audience: Know Whom You’re Training
    4. Job Knowledge: Duh!
    5. Barriers to Training: Uncovering the Obstacles
    6. Management Involvement: A Must!
  11. Design Component
    1. Design: Not as Scary as it Sounds
    2. Content: The Stuff They Learn
    3. Budget: What’s It Gonna Cost Me?
    4. EDPF: Excuse Me?
    5. Getting Started: Let’s Go!
    6. Resources: Where Do I Find the Good Stuff to Help Me?
    7. Icebreakers: Fun and Games
    8. Housekeeping: Where’s the Bathroom?
    9. Facilitator’s Guides
    10. Workbooks for Attendees: Make it Easy for Attendees to Learn
    11. Role Playing: So You Want to Be in Movies!
    12. Copyright: Do NOT Use Intellectual Property without Asking Permission!
  12. Delivery Component
    1. Delivery: The Fun Part
    2. Selling the Training to the Attendees: Why Are They There?
    3. Lecturing: Borrring!
    4. Questions: How to Get Attendees Involved
    5. Problem Attendees: Every Class Has One (At Least!)
    6. Rewards: Prizes and Motivation Dramatically Increase Participation
    7. Finishing with a Flourish: Your Time to Shine
  13. Evaluation Component
    1. Evaluation: How’d Ya Do?
    2. Classroom Evaluations: The Verdict Is In
    3. Testing: What Do They Know? What Did They Learn?
    4. Behavior Change: Can Old Dogs Learn New Tricks?
    5. Why Your Training Didn’t Work
  14. Other Considerations
    1. It Should Never Take Two People to Deliver Good Customer Service
    2. Band-Aid ® Training
    3. Customer Service Training Topics
    4. Us in Customer
    5. Summary
    6. Potpourri
  15. About the Author
  16. How to Contact Nancy Friedman, The Telephone Doctor®