By Maxine Kamin
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Additional info for Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series)
Identify behaviours that constitute fantastic service. ᭜ Individually assess positive behaviours. Materials For the instructor: ᭜ This chapter for reference notes ᭜ Learning Activity 13–1: Skills Analysis ᭜ Learning Activity 13–7: Fantastic Service Equation 43 44 ᭜ Customer Service Training ᭜ PowerPoint slides: ‘Your Worst Customer Service Experience’, ‘Caring Is the Greatest Gift’, and ‘Fantastic Service Equation’ (slides 7–1 to 7–5 on page 48). ppt on the accompanying CD. Copies of the slides for this training session are included at the end of this chapter.
25 26 ᭜ Customer Service Training ᭜ Determine if you will be using the plan as it appears in this workbook, modifying an existing plan, or creating an entirely new design. ᭜ Choose a programme that best suits the organization’s customer service training needs. ᭜ Follow up with organizational leaders to confirm that they will support your choice. ᭜᭜᭜ The next chapter gives practical suggestions regarding how to facilitate the programme you choose, what to keep in mind when working with adult learners, and how to prepare for your training.
Limit how long you talk. ’ ᭜ ‘Thanks for that example. ’ To turn imperfect responses into better ones, make an alternate suggestion: ᭜ ‘How about this . . ’ Being Prepared Anyone who has ever run a training session knows how crucial preparation is to the end result. As trainers also know, after you have run a session once, it is much easier to run subsequent sessions. KNOWING YOUR AUDIENCE You may or may not be able to determine who comes to training. Your audience will depend on your client and your client’s goals.