1. An entertaining trainer
2. Content that targets non-negotiables
3. Content that is not cutesy
4. Content that includes service recovery skills
5. A format that is 85% interactive
6. Delivery that’s not cutesy
7. Mechanisms to transfer skills into practice
8. Participation by everyone
Shaun goes into detail for each of these in the article. I like this list because it’s realistic and it works. I have conducted customer service training on three continents and I have used all of these ideas. I applaud Shaun for putting this in writing. It makes a useful checklist/guideline for anyone planning a customer service training session. Nice work Shaun!
What do you think about this list? What would you add to it?