Overview

What's in This Chapter?

• Design for a one-hour training programme

• Purpose and objectives of the programme

• Instructions for how to conduct the unit

• Programme agenda

This chapter includes a short programme that can be used as an introduction for a customer service initiative, as a stand-alone unit, or as part of a staff meeting. Some of the exercises in this session also are included in the more comprehensive half-day and one-day programme.

Training Objectives

• Recognize team behaviours that contribute to fantastic customer service.

• Identify negative service behaviours.

• Practise listening.

• 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

• 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). To access slides for this programme, open the file One-Hour.ppt on the accompanying CD. Copies of the slides for this training session are included at the end of this chapter.

For the participants:

• Handout 13-5: The Fantastic Service Equation

• Assessment 12-3: Fantastic Service Every Time Survey

Using the CD

CD Content

Materials for this training session are provided in this workbook and as electronic files on the accompanying CD. To access the electronic files, insert the CD and click on the appropriate Adobe .pdf document. Further directions and help locating and using the files can be found in the Appendix, Using the Compact Disc .

One-Hour...