After completing Customer Service: Building a Department, the user should be able to:

	Create a customer service organization
	Build teams
	Hire the right personalities for customer service
	Motivate customer service people
	Educate and improve customer service people
	Set up a good organizational environment
	Equip customer service for international relations

Forming a Customer Service Organization

	Seeking the perfect structure
	Working with the company's management, geographic, and cultural needs

Building Teams

	Encouraging teamwork
	Creating self-managed teams
	Making cross-functional teams work

Hiring Service Pros

	Finding good people
	Hiring for personality
	Assessing job candidates
	Hiring givers

Motivating Service People

	Motivating through responsibility
	Motivating through recognition
	Motivating through reward

Helping the Good Get Better

	Enabling great performance
	Terminating non-performance

Creating a Productive Environment

	Dialing for dollars
	Feeling so good; environmental issues

Getting Help to Customer Service

	Outsourcing as a resource
	Helping with a Help Desk
	Sharing information

Good Service for Your Employees

	Treating employees as customers
	Surveying employees
	Acting on poll results
	Keeping perspective on internal service

International Customer Service

	Understanding our global village
	Preparing for worldwide service
	Communicating with international customers
	Keeping from offending customers abroad

A typical course has the following features:

	Exercises that allow users to explore how a course topic applies to their own real-world situations
	A file containing the text of the exercises
	Simulations that allow users to practice course skills, even if they don't have access to the real application
	A course index
	A glossary
	A Skill Assessment