I am looking for some ideas to add to a short training session on Customer Service.
I am delivering a 3 hour session for a group of car parking attendents who work in an exceptionally trying environment - they reguarly receive threats and complaints due to lack of parking spaces. However, they need to remain customer focused but are finding it hard to. To top it off, one member of the group has learning difficulties and the other 3 are 'old school' who 'don't do training!'
Any suggestions for an activity or any words of wisdom are gratefully received!
Lisa Hodge
3 Responses
Customer Service Challenges
If you would like to contact me offline, I can provide you with information of our training resources that cover handling challenging customers, such as rude, angry, misinformed, etc. and that adopt a variety of learning styles, that may appeal to your audience, in particular the invidual with learning difficulties. Incidentally, we are talking to a client at the moment, at a housing association, about providing this type of training to staff who receive abuse and similar challenges from their tenants.
Challenges
Hi Lisa,
I have a number of exercises that I use on customer service trainin courses, and I am happy to pass these on to you if you do not already have them. Alternatively I find the web site www,businessballs.co.uk very useful in finding activities for my training sessions. In your current group, I would probably go with real life role plays and ask them to act out exactly what they are experiencing, but judging by what you have said, they don’t sound too co-operative, maybe some role play is what they need, let them see the other side.
Customer Care
I had a similar group recently. I introduced discussion on their likes and dislikes from a recent customer encounter.We then looked at some broad headings that often capture customer care positives and negative,i.e. systems and procedures,image and environment,attitude,communication IN ALL formats and management support,trainingetc. We then drew up an audit for the sort of things under these headings that one might expect to see at local bus station.I then took the “auditors” to the bus station for practical application.On return to group we wrote up and sent off various letters to authorities
Good luck
William