Improving the customer service skills of employees is now easier and more affordable due to a new training module from the Power Transmission Distributors Association (PTDA) — Quality Customer Service Workshop: An In-House Employee Development Program. The module is a do-it-yourself workshop to be presented by a company leader to employees in as little as 10 hours. The program includes real-life situations as well as problem-solving exercises. Conveyor belt manufacturer Flexco, Downers Grove, Ill., donated the workshop's original material to the association, which was then tailored to meet the needs of distributors.

The workshop teaches a collaborative approach to customer service, with emphasis on listening and responding in a style most appropriate for each customer. The new training literature comes in a binder and includes a CD and step-by-step facilitator's guide. The CD allows users to customize the program to incorporate their company's information and print out as many copies as needed. A 42-page participant's workbook details specifics about each activity and includes space for notes.

A sample workbook chapter and table of contents are available on the PTDA website for free download. The workshop costs $44.95 for PTDA members and $134.95 for non-members. For more information, visit ptda.org/qualityservice or call (312) 516-2100.