JayGoldberg@DTRConsulting.BIZ

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WORK READINESS & CUSTOMER SERVICE TRAINING PROGRAM
PROGRAM MATERIALS
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Instructor Book (link)

This book is a complete program for work readiness and customer service training and can be used in a structured classroom environment or for on-the-job training.

What's included? You get lecture content, in-class exercises, individual worksheets for participants; assessment tests with an answer key in the back of the book; competency statements with competency tracking forms; key concept review points to use in a question and answer session with participants at the end of each major section (workplace basics, workplace skills, people skills, customer service) which underscores what the participants should have learned from each section; and eight scenarios where things go right and things go wrong that can be used as read and discuss exercises, or the basis for a certification/final test.

Click here to see the table of contents for COMPREHENSIVE WORK READINESS and CUSTOMER SERVICE TRAINING PROGRAM

Classroom Book (link)

This book has the same content as the Instructor Book except for the answer key and other content such as the competency statement and forms section that are for the instructor only.  The books are coordinated so that lecture content, worksheets and exercises in the Instructor book are on the same page in the Classroom Book.

It is highly recommended that the participants keep their Classroom Books so they can personalize the  worksheets in the book and keep the books as a reference tool when they enter the workplace.

PowerPoint Flash Drive

The PowerPoint presentations will follow the book to help the instructors manage the course; to ensure that all key concepts are covered in class; and to provide an outline to help organize lectures.  The PowerPoint slides will reference page numbers to help both the instructor and participants during the training sessions.  The PowerPoint slides do NOT transfer the content of the book to slides.  They highlight key points and use key phrases to help the instructor.  The instructor needs to be familiar with the book prior to teaching, and books are required for both the instructor and participants to use in conjunction with the PowerPoint slides.

Certifying Your Program (not available yet, hopefully down the line)

DTR Inc.'s goal is to eventually find a sponsor for its approach to work readiness and customer service training.  In addition to the sponsor getting co-branding on the books and PowerPoint slides, the following is the current plan for the sponsored program:

1. Individual programs will be reviewed to determine if they are utilizing the approach recommended in the book (e.g. competency-based training program, must pass all competencies, etc.)

2. If yes, the programs will agree to be audited once a year to ensure they remain in compliance.

3. Participants who pass all competencies at approved programs will be able to login and take an online certification test.

4. Participants who pass the online certification test will become a "SPONSOR COMPANY NAME Work Readiness and Customer Service Training Program All Star."

Please note that this proposed process just adds a layer onto existing programs.  Programs can be run locally however they like.  However, under certain conditions, participants will be able to obtain an added credential.

If a company would like to partner with DTR Inc. to become its sponsor for the program, please visit the contact page to find out how to call or send an email.

Program Materials
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