Expert offers 8 key customer service training tips

A few days ago, I ran across an article by Shaun Belding that described 8 important components all customer service training sessions should have.

They are:

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?

The article was written by Kevin Stirtz