TABLE OF CONTENTS | CD | Insert the CD and locate the file How to Use This CD.txt. |
The compact disc that accompanies this workbook on customer service training contains three types of files. All of the files can be used on a variety of computer platforms.
Adobe .pdf documents. These include assessments, handouts and training tools.
Microsoft PowerPoint presentations. These presentations add interest and depth to several training activities included in the workbook.
Microsoft PowerPoint files of overhead transparency masters. This file makes it easy to print viewgraphs in black-and-white rather than using an office copier. They contain text only; there are no images to print in greyscale.
To read or print the .pdf files on the CD, you must have Adobe Acrobat Reader software installed on your system. The programme can be downloaded free of charge from the Adobe Website, http://www.adobe.com.
To use or adapt the contents of the PowerPoint presentation files on the CD, you must have Microsoft PowerPoint software installed on your system. If you simply want to view the PowerPoint documents, you must have an appropriate viewer installed on your system. Microsoft provides various viewers free for downloading from its Website, http://www.microsoft.com.
You can print the assessments and handouts using Adobe Acrobat Reader. Simply open the .pdf file and print as many copies as you need. The following documents can be directly printed from the CD:
Assessment 12-1: Customer Expectations
Assessment 12-2: Noise Detector
