Customer Service, the fourth book in Jay Goldberg’s work readiness training series is now available. It covers customer service practices and skills. As a former Service Director for the Lower Manhattan Region of the New York Banking Division for Citibank, service delivery, strategy and training are all areas of expertise for the author.
In addition, Jay Goldberg is the consultant who developed a work readiness training program called the best work readiness certification program in the United States by a member of the National Skills Standard Board in 2003.
This book covers has two sections. The goal of the first section 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 goal of the second section 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, analyzing the profit-side of customer service, and then looks at 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 readers can perform to help learn skills and to illustrate key points.
This book is valuable for all employees and, when all employees of a business become customer-focused;
At the end of all of the books in this series (Workplace Basics, Workplace Skills, People Skills, and Customer Service) are two workplace scenarios where things go right and things go wrong. Mr. Goldberg is in the process of establishing be online certification tests for each module that ask questions based on these scenarios. PowerPoint presentations to support the material covered in the books will also be available soon.
If a training venue or business does not want to use DTR Inc.’s certification process, that venue can use the workplace scenarios in the books as read and discuss exercises at the end of their training sessions or can create their own test questions and administer their own tests.
The book is available at Amazon.com and will soon have (or does have) the look inside feature or at the book’s web site http://www.createspace.com/
Email Mr. Goldberg at book@DTRConsulting.biz or leave a message on his voicemail, 206-350-1859 to find out how to get all the materials to implement DTR Inc.’s work readiness certification training program. Visit http://www.DTRConsulting.biz to obtain more information on this program, and to find out about the other services offered by DTR Inc.