Brilliant Customer Service Skills
Details
Larger organisations sometimes prefer to take a ‘train-the-trainer’ approach. We are happy to help with this. Our approach is as follows:
- We suggest a three-day course: one day for your trainers to be an audience for the course, the next two days for them to prepare and present segments of the course (this also depends on the level of training expertise of your trainers and the size of the group)
- Feedback is given during the course by the trainer
- Feedback is also given after the course to the course sponsor
- Preferred group size: from 4 to 8
- Course materials (participant workbooks, trainer notes, Powerpoint slides, etc) are customised and branded for you
- You undertake that your trainers will deliver the course solely to your employees, using materials supplied by us.
This course has a very simple objective: to ensure that your own trainers can deliver the ‘Brilliant customer service!’ course to the same high standards as our own trainers.
By the end of the course, your trainers will:
- Be comfortable with the subject matter of brilliant customer service
- Have assimilated the ‘SPECIAL’ model
- Have shown that they can deliver the course to the appropriate standard
- Know their way around all the materials, case studies and exercises
- Be confident that they can deliver the programme
- Be capable of delighting their audiences every time
This course is intended for qualified internal trainers. If you propose putting other people through the train-the-trainer course (eg, customer service team leaders) please discuss it with us first before booking the course.
Format
A three-day course: one day for your trainers to be an audience for the course, the next two days for them to prepare and present segments of the course (this also depends on the level of training expertise of your trainers and the size of the group).
Special features
The course can be tailored to include any specialist topics such as advanced telephone skills, dealing with complaints, internal planning, etc, according to organisational need.
This includes a range of unique and proven training courses, at-the-desk skills coaching and consulting services to help organisations become more customer-centric. These are delivered by a growing number of experienced and expert consultants and trainers.
We have a proven track-report of delivering great live training, skills coaching and consulting. Our approach is to instruct and inspire, with a focus on learning content that is informative, relevant and practical.
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