5 Responses

1. Suggestion

   Hi Alison,

   How about running a Community of Practice? We do this for our manager development programme. Once a month the group meets (however many can make it) and discusses a particular challenge they have experienced or they expect to have to deal with. It can be something really major or a tiny granular problem (or success!)

   We collect suggestions for topics during the week before and take 20 minutes or so to discuss each one with the group. The aim is to find a solution to a problem or find ideas on how to deal with new situations.

   You might ask people to share how they dealt with a difficult customer and celebrate their success with this or allow the group to make suggestions on how to improve that particular reponse.

   Our members have found it useful to share real experiences with each other. They discover how much they already know and learn from the experiences of other group members. Using real experiences is much more valuable than made up ones.

   Kind regards,

2. this isn’t exactly what you have asked for…..

   http://learn.gotomeeting.com/NE-G2MC-collab-WP-from-good-to-awesome-TY

   it is a short ebook in pdf format with some links to other websites

    

   ….but it does give some really good examples of great service and appalling service turned round

    

   I hope that helps

   Rus Slater

   PS have a good weekend

    

3. Thanks Rus for this link –

   Thanks Rus for this link – looks interesting!

    

4. Hello Sophie, thanks for your

   Hello Sophie, thanks for your response and good idea. I agree real experiences are far more valuable. 

5. Training resources

   Hi Alison

   You can use body language courseware, or customer service courseware to cover the topics. 

   There are also a lot of training exercises here which you may consider depending on the size of the groups and the time you have. 

   Hope these help.

    

   Ehsan Honary