By Maxine Kamin
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Extra info for Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series)
Structured Interviews Start structured interviews as high up in the organization as you can go, with the managing director if possible. Make sure that you include input from human resource personnel and line or operations managers and supervisors. Managers and team leaders will want to tell you what they have seen and what they consider the most pressing customer service issues in the organization. The questions below can be useful when holding structured interviews with managers, but similar questions can be used for supervisors and employees.
ELEMENTS OF SUCCESSFUL FACILITATION It would be impossible to describe all the elements of good facilitation, but here are some essentials: ᭜ Make people feel welcome. ᭜ Greet people and find out their names as they walk into the training room. ᭜ 29 30 ᭜ Customer Service Training ᭜ Ask questions. ᭜ Listen to responses. ᭜ Paraphrase responses. ᭜ When recording responses on a flipchart, write down as exactly as possible what was said. ᭜ Wait for responses while people think — be comfortable with some silence.
This can even occur over lunch or at staff meetings. You might run a one-hour training if ᭜ your organization wants to offer a quick programme ᭜ you are asked to do a short programme for a specific event ᭜ the budget is limited ᭜ time away from work is an issue. What to Do Next ᭜ Review programme options and the pros and cons of the one-hour, half-day, and one-day programmes. ᭜ 25 26 ᭜ Customer Service Training ᭜ Determine if you will be using the plan as it appears in this workbook, modifying an existing plan, or creating an entirely new design.
Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series) by Maxine Kamin