I am currently putting together a customer care course aimed primarily at support departments (account, IT etc.).

The overall aim of the course is to stress the importance of maintaining good customer care between departments and treating colleagues as you would external customers.

I have now drafted a course outlline which I think covers the main points.

However, it is heavily reliant on delegate participation with a number of mini-exercises.

Many of the delegates have been employed by the company for some time and may not be very familiar or receptive to interactive training sessions.

Does anyone have any experience of running a course along these lines (either in terms of exercises or videos shown etc.)

Thanks very much
Lucy
Lucy Marchant