I will organize a mini-workshop for our trainers on how to handle difficult customers/situation. I want them to be active during the workshop and I am looking for some ideas in terms of homework: what kind of preparation / exercises could I ask them to do prior joining the meeting? All your ideas, inputs and welcome. Thanks - Fran
3 Responses
Ask them for examples
Hi
You could ask your participants to make fairly detailed notes about the “best and worst” customers/situations they have had to deal with over the couple of weeks before the training. They could write down what they did/said, what the customer did/said and what helped and what hindered (from both sides).
On the day you could use these as mini case studies for people to work through in small groups, using the techniques and suggestions you will, no doubt, be offering them during the course. This info is also useful for highlighting exactly what our customers want from us.
Happy to help further if you contact me (details on my profile).
All the best
Jenny James
Personal Examples
My suggestion is to ask for examples outside of training and their experiences.
So for example, a helpdesk or support/customer services call they made.
How were their question(s) handled?
Were they happy with the result?
What result/experience did they want?
What training would they offer to get the result they wanted?
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Michelle Kaye
IT Trainer
Boodle Hatfield
Interactive Customer Service Exercise
The answers given already are very good. Here is a little twist on the exercise to make it more interesting.
Ask the delegates to think of bad customer service they have experienced themselves, heard of it, seen on TV or whatever else. They should write this scenario on paper (or a form that you have given them before the course) and ask them to bring it to the course.
In the course, ask the delegates to hand their case studies to someone else at random. That person should analyse the situation and think of the roots of the problem and how it could have been avoided. Then ask the delegates to present the scenarios along with their analysis. Others can now comment on it including the person who designed the scenario.
The idea is to increase the interaction between delegates, make the guess work more interesting and also increase the likelihood of remembering the cases after the course.
You can also use variations on this, by pairing people to work in groups or asking specific questions in the forms you give them and so on.
Hope this helps.
Free Training Exercises
Ehsan Honary