By Maxine Kamin
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Order certificates if you will be using them, and any other gifts or prizes you will be giving out. ᭜ Create or obtain a sign-in sheet. ᭜ Create or obtain evaluation forms. ᭜ 33 34 ᭜ Customer Service Training Ordering materials for trainers: ᭜ Decide on the material that you want to use for the training programme. ᭜ Arrange a time for the material to be duplicated and bound. ᭜ Determine how those materials will get to the training site. ᭜ Create or review transparencies and PowerPoint presentations.
What does the organization know about future changes in customer needs? ᭜ Are customer surveys conducted? ᭜ What do the surveys say? ᭜ How might the organization have to change to serve customers better? ᭜ Is the company’s organizational structure working to achieve results? ᭜ What are the strengths and limitations of the company? ᭜ What are the opportunities for positive change? Assessing the Organizational Need Figure 3–1 A SWOT Analysis Model Strengths Weaknesses Opportunities Threats ᭜ What do your competitors do or say that might have implications for your organization?
Order flipchart paper. ᭜ Order masking tape. Things to do a week or two before the session: ᭜ Review the programme several times. ᭜ Make notes of customer service stories and examples that will reinforce the concepts in the training. ᭜ Go through the flow of the session and get a clear picture of how you want it to go. ᭜ Be sure the books and handouts are in order. ᭜ Prepare flipcharts. Things to do the day of the session: ᭜ Get these programme materials to the training room: ᭜ books ᭜ flipchart stand with full pad of paper ᭜ masking tape ᭜ CD or tape player (optional) ᭜ music (optional) ᭜ chimes or other musical instruments (optional) ᭜ overhead projector or laptop and LCD projector ᭜ screen Facilitating the Training Session ᭜ extension and powerstrip ᭜ videos (optional) ᭜ marking pens ᭜ sign-in sheets ᭜ evaluations ᭜ water (for you or for everyone) ᭜ Get to the site at least one hour before the training starts.