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Actual for You - Customer Service Training Tips: 5 Simple Steps to a MAGIC Facilitation
How Creative Branding can Help Boring BusinessesI come across a fair number of clients who apologize for their companies… “We’re sorry that manufacturing label paste is not the most interesting thing in the world.” Or, “There’s nothing we can do to stand out… we’re in the business of finding cheaper ways to for demolition customers to dump trash. We don’t dump the trash. We just research the cheapest way for them to dump their own trash. It’s really dry stuff.”Yes, neither of these companies is selling gourmet food, creating colorful board games, or packaging imported tea. Photographers often hear, “I’m not remotely photogenic,” to which they usually respond, “It’s my job to take a good picture—you just be you.” Design is the same. You do your job well and you know your market. It is a designer’s job to make you look i monstrate this through your words and tone. Focus on the benefits of the training, to them and to their company. If the participant perceives that you regard him as important, he will be more interested, engaged, and involved in the training. Here are some ideas on how you can create a positive atmosphere:
- Use examples of how the learning will increase their ability to do their job
- Relate the importance of the
Managing Your Boss - An Important New Years ResolutionMost people have one. Yet attending to their demands and idiosyncrasies can be nerve-wracking. Wise people engage good boss management strategies. Boss support, guidance, mentoring and influence will be your reward. After all, bosses are not exalted and invincible gods. They are human beings with special roles and authority as well as the requisite levels of human weaknesses, problems and pressures.Under these demanding conditions, most boss relationships unfold in two possible directions - the 3R's Resistance-Resentment-Revenge, or the 3 C's Clarity-Co-operation-Commitment. The 3R cycle is characterised by ineffective communication. This causes levels of resentment. People expend valuable energies getting even. Such a work environment becomes destructive not only for ind As a customer service trainer I teach associates how to use the Five Steps of MAGIC (Make A Great Impression on the Customer) to create an exceptional customer experience. But do your customers—program participants—leave your training programs feeling as though they had an exceptional learning experience?
Apply these five simple steps to your own customer service training program—you may find this will leave them wanting to come back for more.
Step 1 Make a Connection: The earlier on in the course you can make a connection with each individual participant; the more engaged he or she will be in the learning. A connection helps to build trust between you and the participant and lowers any resistance to the customer service training he may have. Here are a few examples of how you can do this:
- Greet each participant as they walk through the door
- Speak clearly and slowly, with an upbeat tone
- Shake hands and smile
- Ask for (and use) their name as soon as you hear it
- Listen for concerns they may have and respond to them with empathy and appreciation for their attendance
- Connect on a personal level by looking for things you have in common with individual participants
You can also connect with participants by using the physical environment to create excitement around the learning. Consider playing music that is stirring and energetic, post inspirational quotes on colorful flipcharts around the room, or create name cards with colorful markers.
By making a connection early on, participants will feel more at ease and open to learning.
Step 2 Act Positively: As a trainer, you are there to help the participants. Demonstrate this through your words and tone. Focus on the benefits of the training, to them and to their company. If the participant perceives that you regard him as important, he will be more interested, engaged, and involved in the training. Here are some ideas on how you can create a positive atmosphere:
- Use examples of how the learning will increase their ability to do their job
- Relate the importance of the
Paid Online Surveys - Cash & CarryWhen the term ‘cash paying free paid surveys' is mentioned, you are really being told that there are many different systems for finding paid surveys. Most of these systems are free, and is certainly an option when you are looking around for paying surveys.Some companies, particularly for databases, charge a membership fee, and this is okay if you don't feel like searching for them yourself. Quality paid surveys can be found through databases and companies.Additionally, many of these companies have been around for at least twenty years. It's safe to say that you are going to get the best service, from those with a built reputation.There are many free, legitamate paid surveys that you can become a part of without the help of others, or their database listings. me back for more.
Step 1 Make a Connection: The earlier on in the course you can make a connection with each individual participant; the more engaged he or she will be in the learning. A connection helps to build trust between you and the participant and lowers any resistance to the customer service training he may have. Here are a few examples of how you can do this:
- Greet each participant as they walk through the door
- Speak clearly and slowly, with an upbeat tone
- Shake hands and smile
- Ask for (and use) their name as soon as you hear it
- Listen for concerns they may have and respond to them with empathy and appreciation for their attendance
- Connect on a personal level by looking for things you have in common with individual participants
You can also connect with participants by using the physical environment to create excitement around the learning. Consider playing music that is stirring and energetic, post inspirational quotes on colorful flipcharts around the room, or create name cards with colorful markers.
By making a connection early on, participants will feel more at ease and open to learning.
Step 2 Act Positively: As a trainer, you are there to help the participants. Demonstrate this through your words and tone. Focus on the benefits of the training, to them and to their company. If the participant perceives that you regard him as important, he will be more interested, engaged, and involved in the training. Here are some ideas on how you can create a positive atmosphere:
- Use examples of how the learning will increase their ability to do their job
- Relate the importance of the
Franchise InformationAre looking to start a new business adventure? What type of business opportunity are looking for? A home based business? Buying an existing business that’s for sale from a private individual? Starting your own business? Or are you interested in purchasing a franchise? These are all viable options and there are advantages to each, it just depends on what you’re interested in. If you are more drawn to having your own business, but want to get a piece of a large established market, then possibly a franchise could be just what you’re looking for. Franchise information is abundant on the internet, which is a good place to start if you are seriously looking at this type of business option.There are many different types of franchise opportunities to choose from, which are discu rough the door
- Speak clearly and slowly, with an upbeat tone
- Shake hands and smile
- Ask for (and use) their name as soon as you hear it
- Listen for concerns they may have and respond to them with empathy and appreciation for their attendance
- Connect on a personal level by looking for things you have in common with individual participants
You can also connect with participants by using the physical environment to create excitement around the learning. Consider playing music that is stirring and energetic, post inspirational quotes on colorful flipcharts around the room, or create name cards with colorful markers.
By making a connection early on, participants will feel more at ease and open to learning.
Step 2 Act Positively: As a trainer, you are there to help the participants. Demonstrate this through your words and tone. Focus on the benefits of the training, to them and to their company. If the participant perceives that you regard him as important, he will be more interested, engaged, and involved in the training. Here are some ideas on how you can create a positive atmosphere:
- Use examples of how the learning will increase their ability to do their job
- Relate the importance of the
Just Started A Google AdWords Campaign?A friend of mine was asking me just how am I succeeding with my Google advertisement while he was getting no results.He had spent some money and got some clicks, but he complained that every time he entered his keywords, his ads didn't show.Have you checked with Google? I asked. They do have a monitoring policy (Sandbox) for ads where they let your ad run very low until they check and approve it. The approval depends on what you are advertising, your audience, your landing page, and whether you are offering what you are advertising. There seem to be many factors involved.Are you referring people to your home page where that big noisy music is heard with the nice looking but completely irrelevant flash animation thing with no skip button to relieve the poo by using the physical environment to create excitement around the learning. Consider playing music that is stirring and energetic, post inspirational quotes on colorful flipcharts around the room, or create name cards with colorful markers.
By making a connection early on, participants will feel more at ease and open to learning.
Step 2 Act Positively: As a trainer, you are there to help the participants. Demonstrate this through your words and tone. Focus on the benefits of the training, to them and to their company. If the participant perceives that you regard him as important, he will be more interested, engaged, and involved in the training. Here are some ideas on how you can create a positive atmosphere:
- Use examples of how the learning will increase their ability to do their job
- Relate the importance of the
Sewing Machine ShopsSewing machine shops are popular shops for people who enjoy sewing. They have various models, from low end to very expensive models. The stitching quality of a particular machine depends on the features such as the needles, thread, tension, sewing technique and the operator.Many seamstresses prefer a simple sewing machine, with a zigzag stitch and a buttonhole attachment. Generally, most seamstresses make use of straight, zigzag and blind hemstitches. An eighteen- stitch or computerized sewing machine is really not needed for the normal stitching requirements. However, it is seen that some of the older versions of machines cannot handle many of the new fabrics and materials.When the buyer goes in for a sewing machine, the person should at least have a basic idea of monstrate this through your words and tone. Focus on the benefits of the training, to them and to their company. If the participant perceives that you regard him as important, he will be more interested, engaged, and involved in the training. Here are some ideas on how you can create a positive atmosphere:
- Use examples of how the learning will increase their ability to do their job
- Relate the importance of the training to the goals of the company/organization
- Encourage participation – be open to new ideas and questions
- Be courteous – use “please” when asking for information and “thank you” when participants answer questions or make a contribution to the group
- Remain calm no matter what the circumstance is in your session
Remember, you set the tone for the room – make it a positive one.
Step 3 Get to the Heart of the Matter: Show participants that you truly understand their concerns. Do so by covering material that relates to their specific situations. Use examples, scenarios, and role plays. Allow participants to practice while you listen and coach them. Adults learn by doing. Allowing them to apply the principles while receiving immediate feedback will increase the likelihood that they will be able to transfer the skills to on-the-job performance. Also be sure to:
- Ask open ended questions to engage your learners at more complex levels and to get to the route of their challenges
- Avoid tragic phrases, slang, and trainer jargon such as ‘instructional procedure,' 'deliverable,' 'process orientation,' 'paradigm,' etc.
- If you need to interrupt a participant, do so politely and be sure to give the reason
- Work with the participant, not against him or her – let the participant know that his/her learning is your only agenda
Making the learning personal and relevant to each individual participant's needs will keep them engaged and heighten their ability to retain and apply the learning.
Step 4 Interpret the Facts: A part of being a good facilitator is reading the room and paying attention to subtle cues,
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