{"product_id":"customer-service-instructor-guide","title":"Customer Service - Instructor Guide","description":"Want to make your Customer Service workshop delivery the best it can be? The Instructor Guide for this 1-day workshop will provide the tools you need to deliver a quality workshop. The guide includes instructor facilitation notes, PowerPoint slides, a timing sheet and videos when applicable.\r\n\r\niSpeak Foundation Series\r\n\r\nThis instructor guide is to be used with the iSpeak Foundation Series Customer Service curriculum.  The instructor guide provides you with the tools to facilitate your workshop.  This guide comes in a three-ring binder and includes:\r\n\r\nCopy of the student training guide\r\nInstructor addendum with all facilitation notes\r\nPowerPoint(R) slides\r\nVideos (if applicable)\r\nTiming sheet\r\nTools or job aids (if applicable)\r\nResearch tells us that 7 out of 10 customers will leave if they receive poor service.  In addition, research tells us that it can be as much as ten times more expensive to sell to a new customer instead of selling to a current customer.  This 1-day workshop provides communication techniques to help you provide better customer experiences.\r\n\r\nTarget Audience\r\n\r\nService professionals\r\nSales professionals\r\nSupport centers\r\nContact centers\r\nWhat they will learn\r\n\r\nLevels of service\r\nCommunication\r\nListening\r\nEmpathy\r\nQuestioning\r\nDealing with difficult people\r\nWould you rather have a license to reproduce the content internally?\r\n\r\nPages: 55\r\nWorkshop Delivery Time: Approximately 7 hours (1 day)\r\nInstructor Addendum: Notes and tips on lecture and facilitation of exercises for the instructor.\r\nPowerPoint Slides: A slide deck to accompany the workshop, as well as a printout of the slides.\r\nTiming Sheet: This timing sheet shows you exactly where you should be at any point during the workshop. It includes time for breaks \/ lunch and all topics and exercises.","brand":null,"offers":[{"title":"Default Title","offer_id":776099343,"sku":"iS2950005","price":197.85,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0607\/4493\/products\/cache_240_240_ifs_customer_service_instructor_book_cover.png?v=1407403301","url":"https:\/\/nxtgen.myshopify.com\/products\/customer-service-instructor-guide","provider":"nxtgen","version":"1.0","type":"link"}