I am currently working on a New training package that encorporates a large ammount of terms and conditions that customer service advisors need to learn. They need to be fully coherant on the subject, due to them having to offer a right first time solution to the customer on a call. There are internal supporting systems provided but how or what cann i add into my training package ot help them learn these without just handing them a handout?
Kerrie Milner
2 Responses
Why do we need them?
Hi
The best way to get across the benefits of knowing all of the dull, dull, dull Terms & Conditions, is getting individuals to realise the consequences of not putting them across.
We tend to work on case studies, preferably based on real life scenarios where things could have gone horribly wrong if the T&C’s weren’t in place or agreed. When people can visualise the consequences of not explaining accurately they remember the T&C’s far more vividly.
Good luck
Claudine
http://www.structuredtraining.com/
What about a test?
(I can hear people booing and hissing already) But… if you test the advisors at the end of the course on their knowledge and make it clear that you expect them to know the information as part of their roles then you could use the test to identify what they weren’t learning in order to see what needed reinforcing after the learning event.
I know that tests aren’t much fun but they do have their place in training as well as education.