Train the Trainer (Trainer Manual)

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Train the Trainer (Trainer Manual)

SUPER SERVICE!

A two day training programme for
Junior Customer Service Officers

Table of Contents

Day One Agenda

Icebreaker : Marooned

Session One : Course Introduction

Session Two : The Heart of the Matter

- Giver or Taker - Connecting Heart and Soul - Presentation and Debrief - Positive Energy

Session Three : Serving Up Your Best

- Characteristics of a Good Service Provider - Break - A Desire to Serve - Take Responsibility

Session Four : The Right Attitude

- Maintain A Positive Frame of Mind - Debrief

Session Five : Understand the Customer’s Needs

Morning Wrap-Up

Lunch

Energizer : Let’s Date

Session Six : Communicate Clearly

- Pass the Message - Communication Rules - Group Exercise - Debrief

Session Seven : Reach Agreement

- Working with Diversity - Break - Win-Win Solution - Be Creative - Debrief
Day One Wrap-Up

Day Two Agenda

Activity : Mind-Mapping Exercise

Session Eight : Check Understanding

- Steps for Checking Understanding - Standard Operating Procedures - Manage Customers Expectations - Individual Exercise - Break

Session Nine : Take Action

- Turning Negatives into Positives - Debrief - Steps to Taking Action

Session Ten : Build on Satisfaction

- Go the Extra Mile - Individual Exercise

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