- Method:
A. Training Game
-
- Time
per Use:
40 minutes plus
- Frequency
of Training:
Quarterly or single use
- Size
of Training Group:
Up to 22
- Training Idea-Strategy:
Use to give concentrated attention to service attitudes and policy
knowledge. An enjoyable game aids retention. Lively discussions
can be critical for team building. This is ideal for putting a spotlight on
service.
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Method
B: Discussion Starter & Daily/Weekly Rev-up
- Time
per Use:
5 minutes plus
- Frequency
of Training:
Ongoing or single use
- Size
of Training Group:
3 +
- Training
Idea-Strategy:
Use in regular staff meetings for over a year. Keep skills honed
and service an ongoing priority. When used during orientation,
this makes an excellent break in technical training sessions
to refocus the class.
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Method
C: Bulletin Board or
Memo Quiz
- Time
per Use:
5 to 10 minutes
- Frequency
of Training:
Ongoing
- Size
of Training Group:
Unlimited
- Training
Idea-Strategy:
Post in a break-room, copy as a memo or E-Mail a weekly or daily
service challenge for a low-key approach to keep customer service
in the minds of your staff. Either ask for short answers for
a service contest, or put out as food for thought.
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Method
D:
Team Group Discussion
- Time
per Use:
45 minutes plus
- Frequency
of Training:
Single
- Size
of Training Group:
Up to 200
- Training
Idea-Strategy:
With groups of 3 to 6, each team takes 2 questions and reach
a consensus. Each group in turn reads and explains their questions
and answers, defending them before the larger group. This is
real team building and very memorable.
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Method
E: Training
Game Competition
- Time
per Use:
45 minutes plus
- Frequency
of Training:
2 or more sessions
- Size
of Training Group:
4 to 12 per group
- Training
Idea-Strategy:
Have small groups use in a game format. The winner from each
group moves on to a playoff; for Top Service Member
recognition. This can be a light approach to key in on service
as a priority.
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Method
F:
Interviewing Tool
- Time
per Use:
5 to 10 minutes
- Frequency
of Training:
As needed
- Size
of Training Group:
Individual
- Training
Idea-Strategy:
Send an immediate message that service is important and what
you expect. Read a few questions and listen to the approach and
confidence. Know who is a "people person."
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Method
G: Personal Review
- Training
Idea-Strategy: Using an optional customized answer guide can make this an excellent pass around trainer. You will be encouraged
by the result.
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