Looking for Customer Service Training Material?

What makes good training material?

Good design

Planning and designing a training course is part of a trainers' art. Begin with your outcome in mind. What do you want people to know or do differently as a result of the training session?

When you have that outcome clear, you will be able to choose your customer service training material that's appropriate to achieve those outcomes.

Here's some ideas to help.

What should your customer service training include?
A useful checklist to help you with content areas for your customer care training

Relevance

Training Material has to be relevant to the people in your training session.

People who work in call centers may not respond well to material that relates to face to face retail customer contact, so chose your exercises, activities and role plays with care.

Take a little time to tailor the training materials to reflect the reality of the people attending the course.

It really pays dividends.

Clarity

All training materials should be easy to understand.

That means powerpoint presentations should be easy to read, make their points clearly and not as an aide memoire for the trainer.

Ask yourself do you even need a powerpoint slide - could this material be delivered much more effectively as a flipchart led discussion.

Consider how much jargon there is in your organisation, most like their TLA's ( three letter acronyms ) but if you talk in letters does that mean that you may lose some of the delegates along the way.

When people are confused energy levels lower, so do everything you can to get your messages across clearly and concisely.

Keep it clear and avoid jargon and your material will be understood and absorbed by the people who matter - your delegates.

Short and sharp is much more memorable than long winded and full of jargon.

At Customer Service Training Helper we’ve put together lots of activities and ideas for your customer service training. We're dedicated at driving business improvements through great customer service.

Click here for customer service training material - free for you to use

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