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The best way to teach customer service as an independent consultant

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#1   Posted: 16 Jun 2006 08:47

Hi Everyone:
I am in the process of designing a Customer Service Training Program for companies. As a consultant I would like to revolutionize our service patterns in the Caribbean. What is the very best way to appeal to seasoned employees? How can I instill new values in the young and old re serving the customer? How long should the program be?

Any advice would be greatly appreciated.


Warmest Regards

#2   Posted: 17 Jun 2006 07:56

Hi Marianne,

Great challenge you have set yourself - but a wonderful idea. We have similar ideas in that I want to introduce Customer Service into Africa. I am compiling my progrma as we speak.

In terms in appealing to 'seasoned employees', you need to get the buy in from the top - i.e the management of the organisation(s) in questons. Customer Service / service delivery is (at last) perceived as an important factor for organisations to survive. Management buy in will give the program credability. Better still would be to get elements of customer service tied into individual employees objectives.

In terms of instilling new values - I feel that getting through into the young ones may be easier - especially if they have no experience. I have found ( and this is just my customer service training experience) that peolpe with a vast amount of experieince tend to struggle to change ' old habits' because 'they have always done it that way'.

I believe that programs length is dependent on what you want the delegates to achieve. e.g. For Trainees, may a 2 or 3 day program or a 1 day introduction course follwed by a 2 - 3 day program. I am a true believe that the programs are interactive and delegate participation is actively encouraged.

I think the NISE in Barbados is a fantastic start. I am hopefully going to deliver some stuff for that. Where are you based - or are you thinking of covering the whole of the Caribbean.

Well that's my info for starter. Let me know if you want any further info. Take care and speak soon

Kind Regards

providing quality service without compromise

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