Contents
INTRODUCTION: HOW TO USE THIS BOOK
Why Is Developing Customer Service Skills Important?
Half-Day Workshop: Service Behaviors That Matter
One-Day Workshop: From the Customer’s Perspective
Two-Day Workshop: A Total Approach to Service
How Much Time Will Preparation Take?
What Do I Need to Know About Training?
What Are the Important Features of the Book?
1 HALF-DAY CUSTOMER SERVICE WORKSHOP: SERVICE BEHAVIORS THAT MATTER
Half-Day Workshop Objectives: Service Behaviors That Matter
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