Keep It Simple, Simon
Remember, customer service is not rocket science. It is common sense that, unfortunately, is not all that common these days.
In training delivery, be sure to explain customer service in plain, everyday language. This will help attendees understand and remember what you said. Words that make the employee stop and think, “I wonder what that means?” become ineffective in training. Again, keep it simple.
In training evaluation, some of the simplest, most straightforward forms can provide valuable feedback on your class and suggest direction for the future.
Analysis of customer service needs can be simple, too. You probably already know some areas of excellence in your organization, as well as a gut ...