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

	Beyond politics
	Structural integrity

Building Teams

	Go team!
	Self-managed work teams
	Cross-functional not dysfunctional

Hiring Service Pros

	A tough job to love
	Personality is competence
	What personality do you need to hire?
	How do you assess personality?
	Seek helpful, giving people
	And now, this diversion

Motivating Service People

	Peak performance
	Closing the motivation gap
	The three R's of motivation

Helping the Good Get Better

	Enabling through education
	Multi-function experience
	The terminator

Creating a Productive Environment

	Dialing for dollars
	Centralization vs. Decentralization
	How's the environment?

Getting Help to Customer Service

	To outsource, or not to outsource
	Help for the helpers
	Sharing information

Good Service for Your Employees

	Service is an inside job
	Help your colleagues help you
	Look in the mirror
	Employee surveys

International Customer Service

	We're all connected
	Serving citizens of the world
	Set policies for international customers
	Communication and cultural issues
	Welcoming, not casual
	How can I offend thee? Let me count the ways�

This 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
	A course index
	A glossary
	A Skill Assessment