20 Training Workshops for Customer Service, Volume 1

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Human Resource Development, 1993 - Business & Economics - 368 pages
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Be ready to respond to customer service moments of truth by ensuring that customer service staff have the core skills they need. These 20 ready-to-use training workshops include detailed trainers notes,slides, and handouts. All materials are fully reproducible.
 

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Page 11 - Compare the two, state which one would satisfy a customer more, and why. Finally, identify what caused the two endings to be so different. Scene Situation Ending 1 Ending 2 Notes 1. A young man has ...smiles, accepts ...smiles, accepts his • Ending 2.
Page 7 - Below are six scenes from a variety of customer situations. Each scene has two alternative endings. Compare the two, state which one would satisfy a customer more, and why.

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