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Seb Anthony

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Customer Care Training

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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

3 Responses

  1. 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 [email protected]

  2. 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.

  3. 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.

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