Training Materials

Customer service has changed dramatically over the past few decades. New technology has given customer service personnel more options for reaching customers, even as it has given consumers easier access to data and information. Customer Service In The Information Age is a self-paced book which explains how businesses can still provide great customer service with a personal touch–whether it is through e-mail, the telephone, or a company Web site. The tips presented in this book will give organizations concrete suggestions for how to use the technological options available today to elevate their customer service to the next level and build relationships that will result in loyal and satisfied customers.

Understand how tested training methods can work to make employees work harder and with greater determination to master learning materials. Step-by-step, you will learn how to choose the best training methodologies, tools and techniques. How to set realistic objectives. How to make your presentations exciting and easy-to-understand. Lastly, how to build the three critical factors of involvement, participation, and self-pacing into your training programs. This book is the trainer’s survival kit, and is for anyone faced with designing and delivering training programs. The skills and technique, quizzes and checklists provide instant learning and feedback. You are now on your way to designing and presenting guaranteed successful training programs.

Diversity is a key element in any successful workplace, but to be successful, a diverse workforce must learn to work together. This book helps you implement a company-wide diversity training program. Learn how to expose key issues, get your management’s buy-in, develop and implement your plan, and more.