TABLE OF CONTENTS What's in This Chapter?
Design for a one-day workshop
Purpose and objectives of the programme
Notes on delivery and transitions
Programme agenda
This chapter provides a sample one-day training plan for Fantastic Customer Service Every Time. You may use the plan as is or you may substitute other learning activities into this design.
Chapters 1 5 provide background on some of the theories behind this full-day programme and tips for facilitating Fantastic Customer Service training. Reading those chapters will have given you some insight into the flow of this workshop and the things you need to prepare in advance.
Customizing the content of this programme will enhance your design. Within the programme are many exercises that ask for examples specific to your work environment. Using actual work scenarios will make this material relevant to your own organization. There are instructions on how to expand and vary activities to extend training time for longer than one day.
The timeframe for these activities is rather tight so you may choose to skip some activities or content. Participants are likely to have many Ah Ha! experiences that naturally cover some of the content. The schedule was prepared using an 8:00 a.m. to 4:30 p.m. timeframe, which many organizations use.
Be sure to do the role plays because they are critical to the learning process in this design.
Understanding Customer Expectations:
Determine underlying expectations of internal customers.
Recognize levels of service.
Identify common customer expectations.
Describe moments of truth .
Delivering Fantastic Service:
