HALF HOUR COURSE AGENDA

Half-Hour Course Agenda

Adapt this seven-step agenda to review lessons as well as present new ones. When reviewing, use the Stage 2 handouts. When presenting new lessons, see our Stage 4 material. And don’t forget—30 minutes is

a short amount of time, so you’ll need to move each course along at a fast pace.

— HALF-HOUR COURSE AGENDA —

1. Review the principles driving your team’s customer service mission. Begin each lesson with a lively

review of your “sales message.” For example:

“Customer service is non-negotiable,” “It makes work more enjoyable,” and so forth.

2. Introduce the lesson.

3. Explain and discuss the skill(s) to practice.

4. Conduct a team activity. Get the team involved in a case study, role-play, or brief brainstorming session.

5. Set goals for the week.

6. Assign accountability for follow-up.

7. Announce contest and prizes (if applicable).