learning styles, methods and models
As a trainer you have to understand learning styles, methodologies and models Effective customer service training is about developing both skills and attitudes. There are several useful models which will help you to understand how adults learn. developing skills When you are working with people to help develop a skill, it's worth understanding the four stages that we go through when developing competence It is a simple yet powerful model which can help people to understand the importance of practise, feedback, and is really useful if they are struggling to shift from one phase to another.
attitudinal based learning When you are working with people to develop their attitude, it is important to realise that you need to win their hearts and minds. Linking your training messages to congruent organisational vision and values can have a big impact on people and teams. This impact requires a critical mass to develop a really customer focused attitude but when that happens you see a real movement towards a customer service culture.
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