Whether you are preparing for a new role in training, train groups occasionally or have been in the training role for some time, attending our Advanced Train the Trainer programme will provide you with a great opportunity to explore new approaches and develop new techniques to make your training more interesting, engaging and effective.
This programme is designed specifically for those customer service, communication training, learning and HR professionals who seek to improve their skills, gain new ideas, methods and proven techniques with regard to training material design. It is especially suited for those professionals involved in behavioural change; knowledge transfer or competence development. It will also help anyone who wishes to refresh and develop their knowledge and skills or training delivery. Participants will learn from a clear explanation of advanced train the customer service trainer skills. This is achieved by active participation in discussions and experiential exercises.
Group discussion is an important element in the programme, and delegates should be prepared to share their experience and their own stories with the rest of the group. We will use video clips and case examples to illustrate and illuminate the key points. Delegates are encouraged to bring some real-life examples of current and past training courses materials, presentations and workbooks for reference and application during the training. All delegates will be asked to make example training and facilitation sessions to the group, and to commit to a personal development plan.
Training the customer service trainer
Delegates are contacted before attending the course to discuss development needs, identify course objectives and agree appropriate content areas for the training course. This programme covers essential skills and techniques in all stages of advanced train the customer service, sales, technical support and communication skills trainer. This includes designing and developing timed course outlines, selecting and creating content, activities and learning tools, creating training aids with a strong visual design, integrating learning and training exercises and tests.
Participants will also be encouraged to practice these skills and models during the programme. Training the customer service trainer. Train the Customer Service Trainer This course is run on an in-house basis can be tailored to suit any type of training or organisation.
This module is suitable for use with groups of almost any size working in small teams of ideally fewer than 6 people. You might like to add your own signs to the exercise, perhaps including some from the organisation itself.
This is a powerful exercise that really gets participants to think about the way organisations communicate. It is a useful addition to any customer service training but it is of particular use with groups that are responsible for brand and the way the organisation portrays itself to the outside world. This could be managers within the marketing department, branch managers, recruitment managers etc.
The Sign of the Times Cards are a particularly large file 10mb and may take a few minutes to download. The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module. This module can be used with groups of between 8 and 24 participants.
This can be a very useful exercise for sales people, or anyone who needs to select and ask great questions in order to effectively gather information. The exercise in this module will take about 35 minutes to complete. This module is suitable for use with groups of up to 25 participants. The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.
This module can be used with large groups. Ideally, you'll have enough participants to create at least 3 groups of 6 or more. Staff at all levels. This activity is designed for very large groups and is particularly well suited to conferences that bring people from different parts of the business together. This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.
The subjects used in the exercise are deliberately controversial so it is advisable that you do not pair people together who you believe may struggle to get along together. I must admit that I was slightly apprehensive about asking learners to discuss a controversial subject but I tried 'should cannabis be legalised' anyway! The discussions and activities following this resulted in some excellent learning points and really set the scene for moving on to the use of tone of voice.
I would definitely recommend this activity. Since the workshop involved telesales I felt it was important to talk about the impact of Body Language when we communicate and to illustrate how it is still important when selling over the phone. More importantly to encourage the participants to think how this can be done effectively when visual cues are obviously absent.
This is a simple module that can be run quite quickly and illustrates the key points of body language very effectively. The participants enjoyed the activity and the subsequent discussion quickly identified the key elements of body language that are missing when communicating over the phone. It was then very easy to facilitate a discussion around what things could be done to enhance the communication skills and we identified a number of practical tips that people could put into action quite quickly.
The exercises in this module will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module. This exercise will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module. It is not recommended for larger groups. This is one of a short series of modules that looks at CRM as a topic in its own right.
When rolling out a CRM package recently, I used this activity as a template for encouraging staff to think about how their part in using a CRM package can have an impact on the overall customer experience. We completed the first part of this activity, in which participants reflected on their own personal experiences and gave them ratings.
We then made comparisons between this and our business and decided at which points the individual member of staff could make a difference to the customer and how important it was to ensure that any CRM system is updated accurately to represent historic interactions. We had deviated from the overall flow of this activity pack — however, the template that I downloaded was the catalyst to provide a bespoke training intervention for our individual circumstances. This exercise will take about 30 minutes to complete.
This module is suitable for use with groups of up to 15 participants. This is one of a short series of modules that look at CRM as a topic in it's own right. This module looks at the use of data as part of a customer relationship strategy. Such use must take account of the implications of the Data Protection Act and privacy laws. Overseas customers - the Data Protection Act is UK legislation that governs the way customer data is collected and stored - you may have similar legislation to consider. The exercise in this module will take about 15 minutes to complete.
In total, allowing for discussion, we recommend allowing 40 minutes to complete this module. The exercises in this module will take about 20 minutes to complete. I was impressed with the quality of the discussion questions you provided. The "food for thought" as well as the exercises resulted in a lively debate and lots of ideas regarding the suggested courses of action for the different scenarios. The exercises in this module will take about 40 minutes to complete.
Most of us have stopped in hotels. This simple, yet powerful, exercise uses those experiences to demonstrate how little things count when delivering excellent customer service. This case study worked very well during a 2 hour session on exceptional customer care for 6 administrators whose jobs had changed to include telephone based customer service. I was skeptical about not telling them there were 2 versions of the case study at first, but this worked really well and they had lively debate about the differences once they realised.
They agreed there was little difference in cost or effort but huge benefits in repeat business with the excellent customer service version. They then engaged in useful action planning to improve service from their own company a beauty products retailer. Diamond or Glass is a fantastic customer service exercise and works well for us.
Also The Hungry Chick Inn has been very successful. They are both practical and travel well i. Our people in the building industry can relate to both scenarios. The exercises in this module can be completed in about 80 minutes. In total, allowing for discussion, we recommend allowing about minutes for this module. This module is suitable for use with groups of up to about 25 participants. This module forms Part 2 of a two-part introduction to emotional intelligence. Part 1 looks at intra-personal intelligence - self-awareness and the ability to notice and regulate or manage our own emotional state or mood.
This module can also be used alone, for example as part of a customer service skills course, to explore the importance and value of empathy as a skill.
Customer Service Training materials, Activities, Course Modules and Games.
Before using this module it is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. The exercise in this module will take about 20 minutes to complete. This module provides an excellent opportunity, when working with a wide range of participants, to consider how attitude can impact on performance.
I ran 'Half Full' as a stand-alone module to encourage people to think about the relative draw-backs and benefits of different perspectives on the world. As directed, the delegates completed the questionnaire on their own and then read the handout. They then started to answer the questions on their own too. One delegate found this very difficult so we stopped writing and opened the whole thing up as a discussion.
Very quickly all delegates were involved in talking through the merits of pessimism and optimism.
- Together Strong : A Journey of Faith, Community Care and Human Struggles Through Cancer?
- The Devil Draws Two.
- The Charity.
- Training the customer service trainer - Brilliant Customer Service?
- SAS 56 Opération Matador (French Edition).
- New PDF release: The Customer Service Training Tool Kit: 40 Training - North Vancouver E-books.
We identified some key learning points - not to bring up barriers when others don't act as you'd want, that optimists should think about analysing risk and pessimists can look to improve their outlook. We also had a very intense and productive debate about the value of constructive feedback and how one goes about it. For this exercise you will need groups of 4 or 6. Where necessary make up the numbers by participating yourself.
Where you have more than 6 participants, run the exercise concurrently in more than one place. This exercise can form a useful part of any training for those new to a sales role. It encourages participants to focus on the needs of the customer, rather than their own sales patter. I used it after lunch as a great way to review pre-lunch learning and to liven the group up in the post-food slump. And the de-brief section of the trainer notes, contained really helpful guidance. I used the Happy Holidays exercise during a Sales Fundamentals programme for people working in a high pressure, high target sales situation.
How poor the note taking was to allow them to match the holidays to the customer needs. All in all, a quick, high energy game which gets everyone involved. Even the 2 delegates who acted as observers got a huge amount from the exercise. The exercises in this module will take about 30 minutes to complete.
This is the first of a short series of modules that look at Customer Relationship Management CRM as a topic in its own right. In this first module, we look at what is meant by CRM and why it is important. The exercise looks at information required in order to start planning a customer relationship strategy. I used this module when I was rolling out a new CRM across multiple sites.
What surprised me was that after I had broken the group into small teams, there was so much deliberation about what a CRM package actually was and what it was for etc. This was useful for gently highlighting to each group that there was something to be gained from the session and made gaining buy in that little bit easier. You will need a large pile of old newspapers and some reels of sticky tape for this exercise.
You will also need to have made one "standard design" camel from folding or scrunching newspaper and using sticky tape. This camel should have discernible legs, a head and a hump; but does not have to be a work of art! The participants need to be able to roughly copy it note - the exercise is about improving upon the original. Finally you need to make a baton from newspaper, which will be used to bat the camel along in the camel races. You will also require space to set up a track - this can usually be achieved by safely moving tables and chairs to the sides of the room.
I have use this activity a couple of times. Once I used with 40 people. We had 8 camels racing in 2 heats and then a grand final. As well as being fun and creative it made the point of continuous improvement. Also I adapted it to use on a team building event at a racecourse. One hump or two became one carrot or two. I had delegates race their horses passed the finish post at Plumpton Race Course.
This game can be played in about 30 minutes.
- The World Isnt Fair.
- rough draft.
In total, allowing for discussion and evaluation, we recommend allowing 60 minutes. Skills and Behaviours Tested: Telesales and telephone skills, customer service, communication skills, effective questioning, building rapport, creative thinking and problem solving. Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas.
Some of the cards may not be applicable to your participants so, before starting the exercise, review all of the Pitfalls and Trampoline cards and remove any that aren't relevant. Customer care, communication skills, teamwork and collaboration, creative thinking and problem solving. Used it most recently with a group of leisure staff all at different levels in the organisation and everyone competed well. On one occasion, I started the game early on, then later in the course asked the groups to write some of their own challenges relevant to their own scenarios then switched these for the ones provided to conclude the game.
This was excellent, it involved all the delegates who thoroughly enjoyed this fun exercise and many commented on the fact that they were learning whilst having fun. We use this as part of our induction. Firstly to identify transferable skills of new recruits and secondly to lay the foundations of the Customer Services skills we expect. Often we will ask the questions and award points. Works very well to set expectations. We recommend therefore that for the practical element of this module, you gather some examples of written complaints received by your organisation try to have a mix of letters, emails or social media postings.
Before running this module, please familiarise yourself with the handout and make sure you understand the structure used. The suggested responses to our fictional written complaints will help in your preparation.
New PDF release: The Customer Service Training Tool Kit: 40 Training
We used this material because we had inconsistancies in the quality of our complaint responses. Many of the younger members of staff not wanting to be ageist but stating fact had no idea how to set out a complaint response. They either ended up either giving chapter and verse to the customers or gave a very blunt response which often made the situation worse.
This material was quick to deliver, hit the spot exactly and was very easy to understand. Months down the line many of the staff trained to use the A.
PROGRAMME SUMMARY – TRAIN THE CUSTOMER SERVICE TRAINER
R method still refer to it today and many of them use it as a template for writing any kind of response. It helps prevent future complaints by ensuring that all the essential elements of a good quality response letter are included in a logical order. Thanks for making my job much easier and for helping out so many of our new compliaint handlers. The responses are much better and the customers are much happier.
The exercise in this module will take about 30 minutes to complete. Glasstap would like to thank Jo Downes for her help in writing this module. The exercise in this module will take about 55 minutes to complete. As this was a Team Dynamics event I then built on this with the Internal Service Chain as an example of firstly, how to make it work for their direct reports and then, how to extend it to their peers and colleagues as a useful building block. The key was the simplicity of the model. How to assess and understand what each person in the chain is responsible for, and then responsible to.
Secondly, the impact of non-delivery by any one part on the wider team either side of them.
This made it fun to participate in and it actually obliged them to think more closely around how they manage and influence those relationships either side of the chain to make it both efficient and effective an outcome. The exercise in this module can be completed in about 10 minutes. If using this exercise with very large groups, place participants into pairs. Unconscious bias can apply to a range of topics and can be included in training on Recruitment, Equal Opportunities, Customer Service and Performance Management, etc.
This exercise will take about 80 minutes to complete. In total, allowing for discussion, we recommend allowing minutes to complete this module. For junior managers we recommend using version 1, which contains a list of actions that the managers could consider when dealing with the issues of poor performance. For more experienced managers, we recommend using version 2, which does not provide any clues about the type of action they could take and encourages them to come up with their own solutions.
You can reduce the amount of time needed for this module by approximately 30 minutes by not requesting a formal presentation and simply asking each team instead to talk through its proposed actions. I ran this exercise as part of a performance management course. It's a good exercise to use after the lunch break as it gives the learners a practical situation outside their comfort zone unless you work in hospitality to be able to apply the theory and discussions from the morning session surrounding the performance management cycle.
It's also a good way to identify any further issues that may need revisiting or require further clarity before the end of the day. This activity has been used as part of a Change Management course to clarify their learning.