Important - Please read before downloading!
We’re currently updating our complete courses. Where the number of downloads shown to the right is greater than one, it means that the course is in the new format and the combined trainer’s notes for the entire course can be downloaded as one file. The number tells you how many downloads will be used when you download this file.
This complete course is still in the old format so the single download referred to on the right is the course agenda. The course modules referenced in the agenda will need to be download individually and will each count as one download from your allowance (if you have one).
Time:
The exercises in this course agenda can be completed within 2 hours 45 minutes. In total, allowing for discussion, we recommend allowing 7 hours to deliver (excluding breaks).
Aims:
• To agree what makes great service and improve the skills to deliver it!
Outcomes:
By the end of the course, participants will be able to:
• Describe what excellent service looks like.
• Understand how perception and reality might be different.
• Recognise the barriers that can affect good service.
• Describe the skills needed to deliver great service.
• Understand the difference between skill and attitude.
• Explore areas for improvement within the workplace that might hinder excellent service.
Group Size:
This course can be used with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
• Dice and counters (one counter for each participant).
You will also need to spend a little time preparing the cards from Customer Experiences 1 and the training room for Happy Holidays.
Notes:
This is a complete course created using a range of modules from Trainers’ Library. It shows how modules can be combined to create an effective training intervention.
The agenda provides an overview of the training event with each of the icebreakers, course modules etc. taken from Trainers’ Library highlighted in blue. You will need the trainer’s notes, handouts and any other supporting materials for all of the Trainers’ Library material included in the course.
Please take time to read through the detail of the Trainers’ Library briefs for each of the modules we’ve suggested including in this programme.
We’ve also included additional notes in the agenda to help you deliver a well constructed and coherent learning intervention.
This course has been designed for use with all levels of staff and is intended to help participants identify what makes excellent customer service and the specific skills they will each need to be able to deliver great service.
It is just one of many possible courses on the topic of customer service. You should consider the learning needs of your participants and the organisation’s needs and adapt this programme as necessary to meet these, using alternative modules from Trainers’ Library or your own resources.
You may also want to ensure that refreshments are available throughout the course and that there is sufficient space in the main training room for all participants to be comfortable.