Estimates suggest that over 78% of training is ineffective in that it does not “stick” in the delegates’ minds or change their behaviours.
So if you want to change anything as a result of your customer service skills training you want to ensure it’s sticky.
One way to do this is to bring in an experienced trainer to deliver your in house programmes.
A bespoke in house customer service skills programme
is the logical solution for your business to enhance your customer service and customer experience if you don’t yet have the skills, time or resources to deliver it yourself in house.
Or you simply need to raise the profile of customer service by bringing in an external provider.
All my in house workshops are tailored to your business or site.
And to guarantee the messages stick all of my workshops are fun, and will get your team actively engaged, so they not only remember the content, but will be motivated to put the ideas and principles into practice straight away.
Oooh, and no death by PowerPoint…!
My aim is always to help the business identify anything that will help the team to continue to deliver excellent customer service long after I’ve gone.
So during the session we often flush out what stops people doing what’s expected.
And let’s face it; unless they do this, you’re wasting your money. How many workshops and training sessions have you ever attended and then done nothing different as a result?.
However, there is a warning on this….
Sometimes you’ll discover short comings with the business or systems which you’ll need to address first to enable everything to happen smoothly!
An in house customer service skills programme delivered for you by an experienced trainer means that you:
- Can get on with running your business whilst someone else takes care of the training
- Demonstrate your commitment to customer service by bringing in external support
- Bring a fresh perspective for your team
- Provide a safe environment for your team to raise any concerns they have about delivering the service levels you want so that these can be addressed
Tailored to your needs
Before we do anything we’ll discuss the best options and content for your business, based on your objectives. You may want to cover customer service skills and the customer experience in general, or you may wish to home in on a specific aspect such as complaint handling, upselling or ongoing customer communication. The choice is yours.
Your investment for in house customer customer service skills programmes delivered for you by an experienced trainer
Full day: from £950 + VAT and expenses
Half day: from £650 + VAT and expenses
Development of bespoke course material: from £950 with the option to retain materials for in house use.
Caroline has planned and delivered two excellent staff training courses for Bedgebury.
She has the ability to translate client needs and aspirations into fun and active training courses. Caroline is a highly skilled and motivational facilitator with excellent questioning technique. Her delivery is well paced and focused on the end outcomes and this is coupled with a sensitivity and flexibility to individual needs. Course feedback from our staff and volunteers has been excellent they have enjoyed the course, learnt new skills and developed an awareness of themselves and their team.
From our experience of working with Caroline we have no hesitation in recommending her.
Jo Pappenheim, Membership and Volunteer Co-ordinator and Mark Clixby, Recreation Manager at Bedgebury National Pinetum and Forest
You may want to precede this session with a “Build Your Service BRAND” workshop.
And if you don’t have the skills in house to coach your team to embed their new skills and maintain momentum you may want to discuss coaching and mentoring skills options
But, if you’ve already got the skills or resources in house but just need a helping hand, talk to me about helping you prepare your training material and getting your team up to speed with their training and coaching skills so you’re totally ready to go it alone.
If you have the skills in-house to deliver your own training, but don’t have the time and resources to put together customer service training materials, let me write them for you.