Customer Service: Book 4 from DTR Inc.'s Series for Classroom and On the Job Work Readiness Training (Paperback) (ISBN-13: 9781482012927)

Jay Goldberg, MBA, is a former Citibank executive. At Citibank, Mr. Goldberg specialized in customer service management, measurement, training, capacity planning, profitability, MIS reporting, and strategic planning. After almost fourteen years with Citibank, Mr. Goldberg left to form his own consulting firm, DTR Inc. DTR Inc. specializes in writing business plans, developing workplace training programs, designing and implementing customer service strategies, performing strategic planning and market research (e.g., surveys, focus groups, etc.), helping businesses build their brands, and training managers and employees. At DTR Inc., Mr. Goldberg developed the program parameters, program strategy, curriculum, lesson plans, assessments, competency statements, and certification tests for a Work Readiness Training Program called the best Work Readiness Certification Program in the United States by a representative of the National Skills Standard Board at a presentation of the Program in Jacksonville, Florida on 01/13/03. Mr. Goldberg later updated, modified and added to that Program for a second client and wrote a book, "How to Get, Keep and Be Well Paid in a Job" (ISBN = 9781432725297) specifically tailored to individuals looking to improve their work readiness skills. In 2007, Mr. Goldberg was instrumental in helping the Palm Beach County Resource Center (Riviera Beach, Florida) develop a revolutionary Entrepreneurship Training Program. The program's structure was unlike any other in the marketplace, and would prove to be highly successful. In 2012, Mr. Goldberg's entrepreneurship book, "Building a Successful Business," (ISBN = 9781470000639) was published. The book is now being used as a textbook in entrepreneurship courses. The book is both a textbook and a workbook with tools entrepreneurs can use to help start, grow and manage their businesses. While at the Palm Beach County Resource Center, Mr. Goldberg worked with hundreds of small businesses and got a good handle on how to best structure and implement a work readiness training program to ensure that benefits of training were demonstrated in the workplace. This is the fourth and final book in a series of books that can be used to support work readiness training. The book written from the point of view of the business with goals of educating employees, improving employees' skills and behaviors, and modifying and improving employees attitudes regarding their employers.