Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only a year ago. How can you ensure your company survives and thrives? The Constant Customer has the answer. It lays out the necessary guidelines to establishing the proper environment for the constant customer who comes back again and again and again. This book contains guidelines, suggestions, insights and actions to help you. It also offers actions to be taken immediately including always taking care of your customer, getting to know your customers business as well as you know your own, establishing trust, willingly educating your customers on your business, surprising your customers daily with your service and dealing with service problems and issues immediately. Obtaining the constant customer is not a spectator sport it involves a total immersion and complete involvement. The Constant Customer will instill in you a devotion to these ideas and to creating an environment in which they can flourish.

Have you ever needed just the right story to drive home your message in a speech, presentation, training session or meeting? Then this book is for you. Stories They Will Remember contains a collection of 40 powerful stories gathered by training and development specialists. Rose Sloat and Darryl Doane over 30 years of personal and professional experiences. It is written for trainers, consultants, motivational speakers, CEOs, department heads, supervisors, managers, teachersOCoanyone who wants to connect with audiences and leave a lasting impression. Storytelling is a recognized and established tool to build recognition and ownership of OC what is rightOCO within an organizationOC increase the cohesiveness of teamsOC and touch the hearts of others. Yet many professionals donOCOt take full advantage of storytelling because they are unsure how to tell the right storyOCoat the right time. In this practical book, the authors discuss each story and its various applications to help make it easy for you to select the best story for your situation. They also include guidelines for developing your own personal stories. Each of the sections is organized as follows: ApplicationsOCosuggestions for using the story, including three key applications; The actual story; Other insightsOCoquestions, comments, ideas and food for thought designed to spur your creativity as you apply the story"

Getting it right first time, the new culture to attain efficiency in laboratory services.

A complete selection of training activities for teaching others the process of accepting change, demonstrating the need for change, reducing conflict, improving communication skills and more.

Following the book will enable any trainer to devise a professional training and development programme. Included are all the considerations a trainer needs to be aware of, ranging from skills assessment and learning styles, to relative benefits of on the job and off the job training, and the value of different types of training formats.

Each activity is organized into a user friendly format that will guide you through establishing the objectives, conducting the activity, reviewing the participant experience, discussing the key learning points, and relating the key applications to job performance. This process will ensure that learners do more than just participate in the activities, but will also depart with tangible actions for improvement.