Content:The Stuff They Learn

Content is what you will teach in the training classes.

The content is determined after the analysis—after you have determined what the gap is between where you are and where you want to be in relation to customer service. After you have analyzed the information, you are ready to identify what is needed to respond to the gaps.

When you consider what the content will be, you have three choices. You can

•   adapt a program;

•   acquire (purchase) a program; or

•   create a program.


Customer service is such an “evergreen” subject, with a never-ending need for training, that adapting is a realistic possibility. You may have access to past customer service training that was previously presented in your organization. ...

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