Train the Trainer (1 day)

Train the Trainer (1 day)

Customer Service Overview
How people learn (3 Senses and Honey & Mumford / Kolbe)
Structure of training – Top, Tell & Tail

Preparation
Preparing course, environment and attendees
Managing colleagues
Use of exercises
‘What can go wrong’ technique
Training tips & techniques
Handling nerves

Communicating
Reading and assimilating body language
Making your voice more interesting
Using positive tone of voice
How to make best use PowerPoint slides
Asking open questions
FLOWER listening technique

Audiences
The need to be interested rather than interesting
The criticism is of the content – not of you
Dealing with difficult questions
Post Course
How to assess success of course
Kirkpatrick 4 level model
Management reinforcement