The course I need to design and deliver is aimed at staff that have been in a Trade Counter environment for a while. They have not received any customer service training so I need to keep the session basic and it is to be no longer than 3 hours long. I want the session to be simple and lots of fun. Does anyone have any tips or material I can use?
Helen Senior
3 Responses
Happy to help
Hi Helen
I’ve run lots of customer service sessions, from 60 mins in length to full day courses. I’ve found the best way is to keep it fun, but also help people to see the outcome of their behaviour. One useful thing is to demonstrate how it feels if someone doesn’t make eye contact with a customer for a few minutes for instance.
Happy to chat this through with you on 0121 424 1640 if that would help.
Kirsten
being a customer
Everyone has a war-story of being a customer. It’s useful to build on what they already know from “being on the other side” – “What satisfies you when you’re a customer?” followed by “How could we do more of that here?”
Customer Service
Try and get a copy of the BBC Two Ronnies sketch called, I believe, Four Candles. The BBC market a number of training videos so hopefully this one is avaialble. The scenario is a trades man (Barker) goes into a hardware store with his shopping list which Corbett proceedes to completely misunderstand.