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