Shoaib Pervaiz (February 4, 2016)
Over the last couple of years, customer service trainings have become significant for the very survival and effectiveness of customer service teams in organizations which depend upon its staff to handle customer queries.
Customer service excellence, is essentially what makes retaining customers easy, and increases the revenue generating capability of organizations. Trainers have successfully used workshops to identify potential loopholes in the customer service process, and helped customer service professionals to ensure and maintain standards of excellence.
Here is a list of 4 essential factors which make customer service training workshops impactful.
Before conducting a customer service training workshop, it is crucial for the trainer to define the overall objective of the training. Defining the objectives of the training will help the trainer summarize the key points to focus on during the training. Trainers should speak to managers and representatives to understand key areas which need to be highlighted during the workshop.
Knowing the learning objectives before-hand will also help the audience know what they will be learning during the training, and will allow them to form questions about the training, which they can ask the trainer later on.
Trainers must concentrate on the method of instruction that is best suited to the audience. Language of instruction, type of presentation, and the right method to interact with the audience are all key factors that trainers must take into consideration.
For example, if the audience is international, it is better for the trainer to communicate in English, rather than the native or national language of the country. If the audience is small, the trainer can walk around, and easily interact with people sitting at their respective seats. Similarly trainers can have participants play different games and take part in exercises which have specific learning objectives.
A successful training is one where the trainer successfully interacts with the audience, involves them in different activities, and enables them to have a voice in the training.
People in the audience always feel more comfortable when they can easily converse with the trainers, and have fun without disrupting the training. There are always individuals in every audience who are shy, and do not talk in front of crowds. Trainers should also focus on which people participate the most, and also on the ones who avoid talking. Those who are hesitant in talking to the audience should be identified and engaged by trainers in a friendly manner that makes them speak up comfortably. Customer Service Trainings are always more memorable when sessions are interactive and fun besides offering a learning experience.
After completion of a training workshop, the trainer should always ask for feedback from participants to understand the effectiveness of the training program and if participants understood the learning objectives. Feedback is essential because it helps identify the loopholes in the overall process of communication between the trainer and the audience.
Getting feedback from the audience will make trainers aware of what the audience was expecting from the training, and what it actually received. Feedback from the trainings is therefore, essential for the trainers, to ensure productive trainings in the future.
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