TABLE OF CONTENTS What's in This Chapter?
Design for a half-day workshop
Purpose and objectives of the programme
Notes on delivery and transitions
Programme agenda
This chapter provides you with a sample format for a half-day customer service training programme. You may use the format as is or create your own half-day session by choosing different activities from Chapters 13 or 14 or combining workbook activities with your own.
The half-day programme is popular in organizations that cannot devote a full day to training but whose leaders are committed to spending half a day of quality time for training to improve customer service.
The advantages of the half-day programme are that it delivers a message about excellent customer service and includes role plays so participants get a chance to practise the skills they learn in class. Another advantage is that you can run two half-day sessions back-to-back with different groups of trainees, allowing as many as 50 people to be trained in one day.
The half-day programme is not as comprehensive as the full-day course and does not allow for as much skill practise before participants actually do the role plays. However, it provides a good start for training.
Recognize levels of service.
Identify common customer expectations.
Identify behaviours that constitute fantastic service.
Practise effective listening skills.
Use positive language.
Practise problem solving.
Demonstrate the Fantastic Service Equation.
For the instructor:
This chapter for reference notes
Learning Activity 13-1: Skills Analysis
Learning Activity 13-3: Customer Expectations
Learning Activity 13-7:...
