By Maxine Kamin
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Extra info for Customer Service Training - PapCom
Set up flipchart. ᭜ Welcome participants as they come in and introduce yourself to each participant. What to Do Next ᭜ Determine the number of participants and the length of your training programme. ᭜ Choose a site. ᭜ Make arrangements and order materials. ᭜ Follow up with planning recommendations. ᭜ Invite participants to your training. ᭜᭜᭜ The next chapter will help you determine how best to evaluate your training programme. ᭜ 35 This page intentionally left blank C h a p t e r 6 ᭜ Evaluating Learning What’s in This Chapter?
You will notice areas of weakness when participants role-play the concepts you have been instructing and discussing. For example, if participants do not make eye contact or demonstrate an enthusiastic greeting in role-playing customer scenarios, you will see that this is an area that needs more attention, and so you might do more meet-and-greet exercises in future sessions. SUMMATIVE EVALUATION Summative evaluations usually are conducted after training is completed. The purpose of summative evaluation is to draw conclusions about how well the training worked.
Facilitating the Training Session Facilitation At the beginning of each customer service training session, it will be beneficial for you to describe the difference between a lecturer and facilitator, and to let participants know that your role is to facilitate. Emphasize that you are there to assist them in learning from each other and from exercises and concepts that will enhance their knowledge and expand their thinking about customer service. It is important to recognize at the outset that participants’ experiences are important sources of knowledge.
Customer Service Training - PapCom by Maxine Kamin