6 Responses

1. First Principles

   Hi Linz

   A few questions before an answer is possible.

   • What are they doing now that you want them to do differently?
   • What happened to make you think Training was necessary?
   • How do you measure what level of service they give now and how will you measure after the training?

2. A game that works for me….

   Hi,

   An activity I use that always engages trainees is this:  http://www.trainerbubble.com/Products/Ridiculous_Complaints_Training_Gam…

   It adds some fun to the class and it’s useful. I’ve adapted it by getting real-life examples of odd/wacky customer questions etc from Customer Service Reps where I work, and to keep it relevant to the people you’re training I’d suggest doing the same.

    

   Candy

    

    

3. Thanks!

   Thanks for the tip Candy.

    

   Kind regards,

    

   Lindsay

4. Update on first principles

   Hi Steve,

    

   I’ve completed a TNA and identified that ‘soft’ customer service skills in gener need to be revisited for the whole team.  We’ve created minimum service standards with the assistance of the teams and will carry out audits based on the content, therefore we have a mechanism for measuring ‘before and after’ impact.

    

   Just want to deliver a half day interactive session that’s impactful and involving – to get the messages across to a group of people who are not usually office based.

    

   Regards,

    

   Lindsay. 

5. Customer Service Exercises and Courses

    You can find free customer swervice skills exercises here.

   Many exercises on general communication skills are also applicable as well as body language.

   One particular  useful exercises is open versus closed questions as people tend to ask too many closed question and people in CSR roles can grealt benefit from this skill.

   You can also use a complete training materials with workbook, slides and useful customer service exercises to run a course on this topic. 

   Hope this helps. 

   Ehsan Honary 

    

6. Thanks!

   Hi Ehsan,

    

   many thanks for this – I’ll take a look.

    

   Regards,

    

   Lindsay