How can you make your customer service training workshops more effective?

Knowing the training audience in advance would need to cover knowledge of their learning styles and listening orientations in order to prepare both the content and delivery for effectiveness. This would involve knowing if they are averse to or into high levels of data, or if case studies would work, if building material together by workshopping would be ideal or if they need very stimulating engagement or otherwise. The time of day as well would need to be taken into account to ensure learning actually happens well.

Whenever I work with a group I split the time up to allow a get to know you before the training begins. After years of experience, the needs the business leader has instructed me to cover ends up being met with alternative methods. There is also the possibility that the team have underlying needs they’ve not expressed. Once the group have introduced themselves we can get down to run through the reasoning of the content we are covering. I will also take each person individually so they are able to speak freely away from the group. We then reconvene together and share our learning and commit to implementing the change they have identified will improve their role and performance. This framework gives greater flexibility to help the team.

KYC giving room and opportunity for some staff to handle some part of the training might be a good way to encourage activities and alertness in training, since they will not be coming alone to listen, it make them aware and active since they will be actively included in the training and this give room for team collaboration

To stimulate anticipation, it would be useful to introduce pre-training activities to get ownership. A survey could be sent out in advance, the results of which are revealed and debriefed during the training session. Reading material could be issued in advance with participants charged with the responsibility to share their knowledge and findings during the training session. Adult learning works best with involvement and buy in.

I love using Mentimeter during my workshops to engage everyone in the group, give everyone a voice, introduce great discussion topics and create a fun learning environment with Mentimeter quizzes

The empty chair channel also needs to be embedded. Where in the CX training workshop there is one empty chair labelled - The Customer When training is ongoing, feedback is being gathered, schools of thought being debated and material being absorbed, this empty chair would represent the voice of the customer and at every stage, a listening to what participant's hear from customers about the topic at hand is shared and recorded for consideration.

Procura enteder também no que k participante é bom e no que ele precisa desenvolver ou melhorar. A maioria dos meus participantes de workshop s?o ótimos nas produ??es, mas quando chega na parte de marketing e vendas final para clientes sempre travam, ent?o sempre no final das oficinas término com uma aulas sobre técnica de vendas e fideliza??o de clientes executando um excelente trabalho de marketing.

The reinforcement needs to be scheduled and systematic. The learners would need to know in advance that the follow ups will be happening and at what intervals so that there is anticipation and expectation is heightened. The follow ups need to address the specific learners needs so that they are customized to their different departments and situations. One shoe may not fit all for the follow up activities

Sustainability beyond the training session as an 'event' would need for some level of active 'testing' post training. This would be with the objective to assess the internalisation of the learnings and uptake/delivery of the same. Observation and taking note of change, would be important. The baseline and observation period needs to be defined and the participants made aware of the process. There is need for buy in and willingness to enable participants work towards delivering change rather than having the testing be in an 'ambush' format.

Just as important as the training is the follow-up. Having the instructors return after a few weeks to a month to discuss how the techniques learned were applied and how the students were able to incorporate the lessons into their jobs is vital. And finally pushing the idea of self-evaluation onto the students, allowing for reflection on each encounter.

Know Your Subject Customer Experience Training Outcomes are only as good as the delivery by the training facilitator(s). The content may be great in terms of intended learnings, optics, presentation variables and programme flow. However if the trainer(s) are not engaging, have not prepared well enough, are not set to challenge the status quo and bring in new perspectives, there will be engagement loss. Participants need to leave the CX training feeling it was worth their time and value adding in their lives. If boredom, fatigue and distraction reigns, then the CX training success will be elusive. The CX trainer thus needs to up their delivery game and keep checking over the course of the programme that participants are highly engaged.