Intro -- Title Page -- Copyright -- Contents -- FOREWORD -- PREFACE -- INTRODUCTION: HOW TO USE THIS BOOK -- Why Is Developing Customer Service Skills Important? -- Which Program Is Best? -- 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? -- How Are the Agendas Laid Out? -- How Do I Use This Book? -- Key Points -- What to Do Next -- Additional Resources -- SECTION I: THE WORKSHOPS -- 1 HALF-DAY CUSTOMER SERVICE WORKSHOP: SERVICE BEHAVIORS THAT MATTER -- Half-Day Workshop Objectives: Service Behaviors That Matter -- Half-Day Workshop Overview -- A Word About Presentation Slides and Handouts -- Half-Day Workshop Agenda -- What to Do Next -- 2 ONE-DAY CUSTOMER SERVICE WORKSHOP: FROM THE CUSTOMER'S PERSPECTIVE -- One-Day Workshop Objectives: From the Customer's Perspective -- One-Day Workshop Overview -- A Word About Presentation Slides and Handouts -- One-Day Workshop Agenda -- What to Do Next -- 3 TWO-DAY CUSTOMER SERVICE WORKSHOP: A TOTAL APPROACH TO SERVICE -- Two-Day Workshop Objectives: A Total Approach to Service -- Two-Day Workshop Overview -- Overview of Day One -- Overview of Day Two -- A Word About Presentation Slides and Handouts -- Two-Day Workshop Agenda: Day One -- What to Do Between Workshop Days -- Two-Day Workshop Agenda: Day Two -- What to Do Next -- 4 CUSTOMIZING THE CUSTOMER SERVICE WORKSHOPS -- Customizing the Content and Activities -- Step One: Get Real -- Step Two: Be Relevant -- Step Three: Integrate the Organization's Service Standards -- Customizing the Workshop Format -- One-Hour, Themed Sessions -- Two-Hour Themed Sessions -- Customizing the Workshop Delivery with Technology.

The Bare Minimum -- What to Do Next -- SECTION II: ESSENTIALS OF EFFECTIVE CUSTOMER SERVICE TRAINING -- 5 IDENTIFYING NEEDS FOR CUSTOMER SERVICE TRAINING -- Why Needs Analysis? -- Strategic Needs Analysis -- Structured Interviews -- Focus Groups -- Surveys -- Individual Learning Needs Analysis -- The Bare Minimum -- Key Points -- What to Do Next -- Additional Resources -- 6 UNDERSTANDING THE FOUNDATIONS OF TRAINING DESIGN -- Basic Adult Learning Theory -- More Theoretical Ideas Important to Learning -- Multiple Intelligences -- Whole Brain Learning -- Theory into Practice -- Establishing a Framework -- Identifying Behaviors -- Practicing -- Providing Feedback -- Making It Relevant -- The Bare Minimum -- Key Points -- What to Do Next -- Additional Resources -- 7 LEVERAGING TECHNOLOGY TO MAXIMIZE AND SUPPORT DESIGN AND DELIVERY -- Why Consider Learning Technologies? -- Opportunities to Use Learning Technologies -- When Designing Training -- Before Training -- During Training -- After Training -- While Building a Practitioner Community -- The Bare Minimum -- Key Points -- What to Do Next -- Additional Resources -- 8 DELIVERING YOUR CUSTOMER SERVICE WORKSHOP: BE A GREAT FACILITATOR -- The Learning Environment -- Program Preparation Checklist -- Participant Materials -- Handouts -- Presentation Slides -- Workbooks and Journals -- Videos -- Toys, Noisemakers, and Other Props -- Facilitator Equipment and Materials -- A Strong Start: Introductions, Icebreakers, and Openers -- Feedback -- Role Plays -- Participant Presentations -- Ball Toss -- Journaling -- Responding to Questions -- Training Room and Participant Management -- A Word About Dealing With Difficult Participants -- An Unforgettable End -- The Bare Minimum -- Key Points -- What to Do Next -- Additional Resources -- 9 EVALUATING WORKSHOP RESULTS -- Levels of Measurement.

Level 1: Measuring Participant Reactions -- Level 2: Measuring the Extent to Which Participants Have Learned -- Level 3: Measuring the Results of Training Back on the Job -- Level 4: Measuring the Organizational Impact of Training -- Return on Investment -- Reporting Results -- The Bare Minimum -- Key Points -- What to Do Next -- Additional Resources -- SECTION III: POST-WORKSHOP LEARNING -- 10 THE FOLLOW-UP COACH -- Create a Communication Plan -- Involve Managers in the Transfer of Learning -- Before the Workshop -- After the Workshop -- Connect Service Standards to Organizational Metrics -- Focus on Personal Action Planning -- Continue to Offer Learning Opportunities -- Create an Open and Encouraging Environment for Quality Customer Service -- Key Points -- What to Do Next -- Additional References -- SECTION IV: WORKSHOP SUPPORTING DOCUMENTS AND ONLINE SUPPORT -- 11 LEARNING ACTIVITIES -- Learning Activities Included in Customer Service Training -- Half-Day Workshop: Service Behaviors That Matter -- One-Day Workshop: From the Customer's Perspective -- Two-Day Workshop: A Total Approach to Service -- 12 ASSESSMENTS -- Assessments Included in Customer Service Training -- 13 HANDOUTS -- Handouts Included in Customer Service Training -- Half-Day Workshop: Service Behaviors That Matter -- One-Day Workshop: From the Customer's Perspective -- Two-Day Workshop: A Total Approach to Service -- 14 ONLINE TOOLS AND DOWNLOADS -- Access to Free Supporting Materials -- Customizable Materials -- Working With the Files -- PDF Documents -- PowerPoint Slides -- ACKNOWLEDGMENTS -- ABOUT THE AUTHOR -- ABOUT ATD -- Back Cover.