Customer Service Training Tips OpeningCustomer Service Training Tips opening a session well is vital to both the beginning and outcome of a session. Build a sound foundation right from the start.Whenever a customer service training session doesn't go according to plan, think back and you'll often find something not quite right at the beginning, in the first session of your opening. You'll need to extend a warm welcome, to break the ice, to settle the nervous down, but mostly you need to establish your credibility and relationship with everyone in the room. That's the importance in customer service training of the opening. Customer Service Training Tips Opening #1Welcome the participants with a big smile.It goes a long way,you feel better, they can see you are human. This is the time when they are sussing you out, so make your first impressions count. 
Opening Training Tip #2If the welcome is the time when the participants are sussing you out, you ought to be doing the same.Observe people, who are the nervous ones, the quiet ones, the resistant ones, the enthusiastic. Instead of making subconscious subjective decisions about people, tune in to them and their perception of the training. This will help you to focus on how you can be most useful to them during the training. Opening Training Tip #3Introduce yourself quickly. The participants are not interested in your career history. They are interested in whether you are going to be good to work with.Opening Training Tip #4Model the behaviour you want right from the beginning.Opening Training Tip #5Get people talking early. In the first five minutes. Otherwise you are sending a strong signal that low participation is OK, and that you are there to talk, and they are there to listen. People don't learn by being talked at.We've got lots of ideas for you around
ice-breakers
and also some
guidance on using ice breakers Opening Training Tip #6Adult learners need to understand the "why" behind the training. You're on a customer service training course because our CEO wants you to be customer focused isn't very persuasive! What are the real reasons for the training that will benefit participants. If you can't answer this question clearly, then you will have a BIG challenge with the training itself.Effective Training If you are an experienced skills trainer, and would like to learn more about how to deliver Effective Training, there is a great paper available The paper does look in detail at how to begin a training course successfully so that you achieve most from the training, and create the conditions for a depth of learning, which is useful to the individual participants. Find out more
here |
Customer Service Training Tips
Learning Styles
Developing Competence
Putting together a Business Case for Customer Service Training
Learning Quotes
Preparing for a Training Session
Opening a training session
Overcoming Resistance
What makes exceptional customer service training?
What are the challenges you face in delivering customer service training