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The challenge of customer service training that works
by Keith Crampton
Customer service training was the first thing I ever got involved with in my learning and development career. I loved it both for the challenge it gave me as a trainer but also for the significant positive impact it had on the organisation. Twenty odd years later I still feel that buzz but also carry a weighty burden of frustration about the ‘tick box’ way that it is sometimes approached. For many organisations it seems to come around every few years but with the advent of service centres, overseas call centres and the role of e-mail technology in customer liaison and troubleshooting there are a whole new set of challenge
Please keep Friday 16th April 2010 free to attend a half day event at the Kings Conference Centre, Eastbourne at 9.00am to hear more from Keith. At £35.00 per delegate including Lunch – this is an opportunity not to be missed. Places are limited so book early to avoid disappointment.
For more details call 01825 749390
Dream Team Development, Are your players in the best position?
Many team training days are just too boring and theoretical, developing a knowledge of how teams work but not developing the understanding within the particular team involved.
At the opposite extreme many highly participative programmes are let down by not sufficiently making the link between an activity and its application at work.
Team flow seeks to address these issues in 1-day high energy (but not high risk) workshops that use a series of practical exercises to demonstrate key aspects of teamworking. The learning is then used as a basis for the practical development of the team’s collective capabilities.
"We were very pleased with the outcome from our recent Team Flow workshops. It is amazing what can be achieved in a day, everyone that took part in the workshop agreed that they felt better connected and more aware of the issues that needed addressed and came up with positive actions working together to close the gaps." commented Joanne Dunne, West Midlands.
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