Before introducing your team to new skills in customer service, we suggest that you review and reinforce the basics you presented in Stage 2. Use the Stage 2 worksheet “From Learning Points to Reminders” to design a
series of review lessons for routine team meetings. For example, how well has your team translated the principle “Always under-promise and over-deliver” into everyday behaviors? How effectively are they using the eight
communication keys and the six problem-solving keys? Once your team is well on its way to mastering these skills, move on to Stage 4’s “lessons of the week.” Here you’ll find five half-hour courses for your team meetings.
Each 30-minute module includes:
• Training instructions
• Slides that you can use in a PowerPoint or transparency format
• A one-page handout
You can easily turn these lessons into contests and reward the front-liners who best implement them. You can print the slides and post them in the employee lunch room as reminders. You can train peer leaders to teach some of the lessons. Above all, you can be as creative as possible to make them fun, fast, and memorable.
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