Does anyone have any great ideas to include in a one day customer care training. I am looking for new material and new excercises to reinforce the learning - help!
Ginny Haynes
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Does anyone have any great ideas to include in a one day customer care training. I am looking for new material and new excercises to reinforce the learning - help!
Ginny Haynes
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3 Responses
Customer Care Training
I have run three different Customer Care courses in th last couple of years. If you would like some examples of my exercise please email me at neil.gratton@bt.com
Some suggestions
Not knowing what you usually do, these suggestions may or may not be helpful.
Individual/group activities:
Participants’ individual personal experiences of good/poor customer service – (then identify reasons and consequences)
Who are your customers? (should help to differentiate between internal/external customers)
Customers expectations of your company (can be supplemented with actual feedback/comments)
Impact on the business when customers expectations are exceeded/not met
Identify post-training activities/resources to achieve best practice
My experience has been that if employees feel valued by the company, and if senior staff practice what they preach and set a good example, then customers tend to be treated well. Organisational culture has a powerful effect.
useful book of training games
I own a copy of “The Big Book of Customer Service Training Games” (I am not the author nor on commission) but I find it very good for new ideas on addressing all aspects of customer care. Only costs about 14 pounds so might be a useful resource.