Customer Service is the fourth and final book in DTR Inc.'s series for classroom and on the job work readiness and customer service training. This is the second edition of the book, published in November of 2013.
A complete volume including all four modules with additional instructor tools is now available.
Visit www.DTRConsulting.BIZ/workreadiness.htm for more information. At the end of each book are two workplace scenarios where things go right and things go wrong. Use the scenarios in the books as read and discuss exercises after teaching the material in the book, or to create your own certification tests.
This book was written by a former Service Director for Citibank, and therefore, is an area of great expertise for the author. This book covers service from two perspectives. The first is to teach the value of providing superior customer service, to both the company's customers and to co-workers who rely on the work of others to complete their tasks. The second is to provide the readers with customer service skills they can take with them and start using immediately at work.
The book starts with the concept of a customer-focused organization. From there it proceeds to identifying internal and external customers, the profit-side of customer service, and the importance and role of service measurements.
After this, the book branches out to teach customer service skills. The skills taught include: improving service attitudes, active listening skills, conquering communication barriers, choosing words carefully, categorizing customer responses, telephone skills, dealing with difficult customers, and more. There are a number of exercises in the book to help illustrate key points.
This book is valuable for all and, when all employees of a business become customer-focused; the result will be an increase in the company's bottom line through positive word of mouth, customer retention, and a growing customer base.
Jay Goldberg, MBA, is a former Citibank executive. At Citibank, Mr. Goldberg specialized in customer service management, measurement, training, capacity planning, profitability, MIS reporting, and strategic planning. After almost fourteen years with Citibank, Mr. Goldberg left to form his own consulting firm, DTR Inc. DTR Inc. specializes in writing business plans, developing workplace training programs, designing and implementing customer service strategies, performing strategic planning and market research (e.g., surveys, focus groups, etc.), helping businesses build their brands, and training managers and employees. At DTR Inc., Mr. Goldberg developed the program parameters, program strategy, curriculum, lesson plans, assessments, competency statements, and certification tests for a Work Readiness Training Program called the best Work Readiness Certification Program in the United States by a representative of the National Skills Standard Board at a presentation of the Program in Jacksonville, Florida on 01/13/03. Mr. Goldberg later updated, modified and added to that Program for a second client and wrote a book, "How to Get, Keep and Be Well Paid in a Job" (ISBN = 9781432725297) specifically tailored to individuals looking to improve their work readiness skills. In 2007, Mr. Goldberg was instrumental in helping the Palm Beach County Resource Center (Riviera Beach, Florida) develop a revolutionary Entrepreneurship Training Program. The program's structure was unlike any other in the marketplace, and would prove to be highly successful. In 2012, Mr. Goldberg's entrepreneurship book, "Building a Successful Business," (ISBN = 9781470000639) was published. The book is now being used as a textbook in entrepreneurship courses. The book is both a textbook and a workbook with tools entrepreneurs can use to help start, grow and manage their businesses. While at the Palm Beach County Resource Center, Mr. Goldberg worked with hundreds of small businesses and got a good handle on how to best structure and implement a work readiness training program to ensure that benefits of training were demonstrated in the workplace. This is the fourth and final book in a series of books that can be used to support work readiness training. The book written from the point of view of the business with goals of educating employees, improving employees' skills and behaviors, and modifying and improving employees attitudes regarding their employers.
