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By Maxine Kamin

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Extra resources for Customer Service Training (Pergamon Flexible Learning Trainer's Workshop Series)

Sample text

It is important to recognize at the outset that participants’ experiences are important sources of knowledge. As a facilitator, you will ᭜ work with some principles participants already know ᭜ encourage participants to share their good customer service practices ᭜ recognize the results that participants have already achieved in their work environments ᭜ provide a systematic way to view customer service, so as to encourage awareness of the behaviours that produce even better results ᭜ focus the discussion ᭜ keep timeframes ᭜ encourage participation from all members ᭜ set a positive tone ᭜ lead by example.

Follow up with organizational leaders to confirm that they will support your choice. ᭜᭜᭜ The next chapter gives practical suggestions regarding how to facilitate the programme you choose, what to keep in mind when working with adult learners, and how to prepare for your training. C h a p t e r 5 ᭜ Facilitating the Training Session What’s in This Chapter? ᭜ Facilitation tips ᭜ Discussion of adult learning theory ᭜ Pointers on being prepared for your trainings ᭜ Planning suggestions Everyone thinks she or he is an expert in customer service.

Practised listening, which is one way to determine needs. 3. Meeting needs. Practised problem solving in a quick and efficient manner. 4. Checking results. Checked for time and quality at the end of the exercise. 5. Leaving the door open. Remained open to questions and new information. To illustrate what it means to ‘leave the door open’, you might tell participants that you will be available to answer questions for a few minutes after the session. pdf on the CD). Tell participants that they will be assessing how well they practise the Fantastic Service Equation with customers at work.

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