How to Facilitate a Customer Service Class
Facilitating a customer service class requires planning and public speaking abilities. Building communication skills among employees in customer service are tantamount, in many cases, to the product being sold. More companies understand the impact of having a well-trained customer service department and want only the best instructors. Therefore, it takes some interpersonal and business savvy to ensure the class is beneficial.
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Instructions
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Serving Customers Successfully
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Selecting the best instructor(s) is part of facilitating a worthwhile customer service class. Professionals with years of experience are best. Proven track records and the ability to relate to people of different backgrounds should be a deciding factor for selecting the facilitator. This is the responsibility of the company management hiring the training.
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The classroom space should be conducive to the instructor's needs. For example, projector equipment should be present to conduct the PowerPoint presentation. Instructors should be well-versed on their presentation and how long it takes to complete. Therefore, the company that requires the customer service class should provide basic accommodations.
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The materials should be prepared strategically for the customer service department. Sample scenarios with solutions in written form should be included in the materials. This will help make the customer service representatives better able to answer questions, find solutions and build better relationships with customers to ultimately fortify the company brand.
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Presentation slides should be concise and include video samples. Videos may be found on YouTube for how to deal with customers on the phone or in-person. A large font size of 36 and other visual effects will help maintain attention, and help increase the chance of greater retention of information to serve customers. Too much clutter on the slide may lose some people with poor attention spans.
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Make questions a part of the learning process. This should be encouraged by the instructor(s) during and concluding the presentation. Name tags will help make a warmer environment during this process. The tags should be distributed at the beginning with mini introductions.
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Tips & Warnings
Pens and basic note-taking can be included at the customer service class. Incentives for employees that participate in Q&A times could be very helpful in making the class a success.
