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Angelena Boden

Angelena Boden

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Training For Beginners - Mini-Book Series

Training for Beginners is a booklet (6,500 words) full of practical tips and ideas for the new trainer or those with a little experience. Angelena draws on her thirty years of experience in the field of international training and development to simplify and demystify some of the secrets of putting together an effective training session. Find out about how to identify training needs, training plans, delivery styles and learn the secrets of managing challenging trainees.

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Customer Service - Mini-Book Series

Review
Angelena presents this punchy little book with real life case studies and is the culmination of thirty years of training experience in this field. Whilst much has been written about customer service and training programmes are held all over the world, Angelena recaps on simple service skills which customers beg for and asks the key question:- why doesn’t the theory get translated into practice and who manages the quality of service delivered at the sharp end?
Angelena has been involved in a number of international customer service campaigns and feels that more needs to be done in attitude training. Anyone can serve customers from the head, but what about the heart?

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Pocketbooks

Looks at why people complain (including why you should welcome complaints) and how they go about it - aggressively, passively, constructively and professionally. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques (including transactional analysis) that can be used to turn complainants into loyal customers. Internal complaints are dealt with separately and a case study of the company that was brought to its knees through mismanagement of complaints is also included.

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An examination of the many different ways of thinking - creative, analytical, bottom-line, magical and lateral. Containing exercises and examples, the book aims to improve mental flexibility.

Reviews
“Because it is small, the messages being put across are very precise, no waffle or padding here - well done Angelena!!”

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This book lists problem behaviour types in the workplace and explains how to identify and deal with them. Types of behaviour covered include passive aggressive, narcissistic and those that play the martyr.

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