Target audience: Hourly employees

Description: The Implementation Guide includes everything you will need to present an interactive 90 minute customer service training class (expandable to 4 hours with the inclusion of suggested Optional Activities) to an hourly employee audience to address the following objectives:

• Examine the effects of indifferent service on customer satisfaction
• Recognize signs of mediocre service
• Identify qualities of enthusiastic service
• Apply lessons to real life situations from your world of work
• Assess your personal tendency to generate enthusiasm for the customers you serve
• Propose actions you can take to enhance the quality of service you provide to customers

The Implementation Guide includes a hard copy of each of the following resources as well as a CD containing an electronic copy of each file:

• Leader's Guide
• Participant's Guide
• PowerPoint presentation slides
• Optional Activities

Materials are reproducible once purchased.

Order today and begin taking steps to generate enthusiasm for your customers one experience at a time!

Standard shipping: Included in price.

Available for Pre-order. Ships 9/1/08. (Your credit card will not be charged until the product ships.)

If for any reason you are not completely satisfied with your purchase, you may return it with a copy of your sales receipt for either an exchange or a full refund.

Target audience: Management employees

Description: The Implementation Guide includes everything you will need to present an interactive 90 minute customer service training class (expandable to 4 hours with the inclusion of suggested Optional Activities) to a management audience to address the following objectives:

• Identify the qualities of a customer enthusiast
• Identify the Three Factors representing employee needs in any employment situation as defined by Sirota Consulting
• Recognize the link between employee treatment issues and employee and customer satisfaction
• Assess the relationship between customer satisfaction and operational performance
• Identify the three categories of customers as defined by J.D. Power and Associates
• Describe the effect that problem resolution has on customer satisfaction
• Evaluate one's ability to clarify expectations and manage employee performance using a standardized assessment
• Propose actions one can take to enhance the quality of service provided to employees and customers

The Implementation Guide includes a hard copy of each of the following resources as well as a CD containing an electronic copy of each file:

• Leader's Guide
• Participant's Guide
• PowerPoint presentation slides
• Optional Activities

Materials are reproducible once purchased.

Order today and begin taking steps to generate enthusiasm for your customers one experience at a time!

Standard shipping: Included in price.

If for any reason you are not completely satisfied with your purchase, you may return it with a copy of your sales receipt for either an exchange or a full refund.

Target audience: Employees who periodically present orientation, training, sales, or informational sessions to others.

Description: The Implementation Guide includes everything you will need to present an interactive 90 minute training class (expandable to 4 hours with the inclusion of suggested Optional Activities) to address the following objectives:

• Identify characteristics of adult learning
• Utilize a tool to gain insight into your audience
• Identify ways to add energy to your presentations by making them more interactive
• Apply the experiential learning cycle to involve learners in the learning process
• Design visual aids to support your presentations
• Evaluate the effectiveness of your current presentations

The Implementation Guide includes a hard copy of each of the following resources as well as a CD containing an electronic copy of each file:

• Leader's Guide
• Participant's Guide
• PowerPoint presentation slides
• Optional Activities

Materials are reproducible once purchased.

Order today to re-energize your internal presenters and enable them to develop the training skills necessary to plan and deliver engaging orientation, training, sales, or informational sessions.

Standard shipping: Included in price.

Available for Pre-order. Ships 9/1/08. (Your credit card will not be charged until the product ships.)

If for any reason you are not completely satisfied with your purchase, you may return it with a copy of your sales receipt for either an exchange or a full refund.

Target audience: Employees who periodically make speeches or presentations to others.

Description: The Implementation Guide includes everything you will need to present an interactive 90 minute training class (expandable to 4 hours with the inclusion of suggested Optional Activities) to address the following objectives:

• Define the components of a memorable presentation
• Plan a presentation with the audience in mind
• Identify and practice the five skills required of an effective presenter
• Recognize your public speaking strengths and developmental areas
• Formulate a personal improvement plan while honoring your own unique style

The Implementation Guide includes a hard copy of each of the following resources as well as a CD containing an electronic copy of each file:

• Leader's Guide
• Participant's Guide
• PowerPoint presentation slides
• Optional Activities

Materials are reproducible once purchased.

Order today and provide internal communicators with the tools necessary to consistently prepare and deliver captivating presentations.

Standard shipping: Included in price.

Available for Pre-order. Ships 9/1/08. (Your credit card will not be charged until the product ships.)

If for any reason you are not completely satisfied with your purchase, you may return it with a copy of your sales receipt for either an exchange or a full refund.