Now that you know what a customer service intervention demands, it’s time to implement it. The four stages of our program prepare you to launch your initial training program and engage your front-liners in ongoing customer service initiatives. Stages 1 and 2 logically follow one another, but feel free to prioritize the training modules in stages 3 and 4 to meet your needs.
Stage 1: Prepare for Liftoff
As we mentioned earlier, before you take any action, you need to perform a thorough evaluation of you, your team, and each service staffer. The information you discover about staffing, training, motivation, and performance will help determine the priorities for your intervention.
Stage 2: Launch the Program
This train-the-trainer section teaches you how to present your initial training program in a step-by-step format. It contains suggested topics, scripts, time frames, exercises, and activities for full-day, half-day, and two-hour sessions. You will learn how to sell the idea of customer service to your team, engage them in team- and self evaluations, and begin training them on basic service principles and skills.
Stage 3: Develop Just-in-Time
Information Tools
Here you’ll learn how to facilitate a series of ongoing workshops to engage your team in creating the information tools needed to deliver more effective service.
Stage 4: Commit to Ongoing
Service Training
This section teaches you how to create a series of half hour courses that will keep your team buzzing about customer service. Whether you’re reviewing the basics or teaching new skills, you’ll find these training modules highly useful. You can easily build them into your weekly team meetings, teach your peer leaders to present them, and follow up with contests, prizes, and recognition for great performers. They are powerful tools in your commitment to ongoing service training.
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