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This ILT Series course builds on the skills taught in the Excellence in Service: Basic course. In the Advanced course, students will learn how to determine what customers want, and evaluate the service provided. Students will also learn how to create, implement, and monitor service standards. Course activities also cover conducting interviews, training and empowering employees, and recognizing desirable behavior. Finally students learn how to create a customer service climate and foster customer loyalty. This instructor's edition is designed for quick scanning in the classroom, and filled with interactive exercises. Comes with a companion CBT program.
Publisher: Cengage Learning, Inc
Number of pages: 104
Edition: Teacher ed.
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