25 reproducible activities for customer service excellence
Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their...
Main Author: | |
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Format: | eBook |
Language: | English |
Published: |
Amherst, MA
HRD Press
2005
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Subjects: | |
Online Access: | |
Collection: | O'Reilly - Collection details see MPG.ReNa |
Summary: | Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable participants to practice in a risk-free environment. Select role-plays to develop skills in each of the five main interview types: Selection; Discipline; Appraisal; Separation; Counseling. Time Guidelines: Each role play takes between 11/2 and 2 ho |
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Physical Description: | ix, 163 pages illustrations |
ISBN: | 9781599965048 |