Back to School Blues? Book the Trainerspace Retreat

Back to School

 

“Back to School” – the signs seem to have been in shop windows since July; but for most kids it is now a reality!

Those three words have all sorts of connections for us as adults, we may remember sadness, excitement, freedom or anticipation (amongst others).

Trainerspace is holding a ‘Back to School’ type of event at Wyboston Lakes Hotel in Bedfordshire on Friday 21^st and Saturday 22^nd of September.  The Trainerspace Retreat is a brilliant way for Learning & Development professionals to refresh, refocus and reenergise at the start of the ‘new term’.  Run for trainers, by trainers, the retreat is a lovely opportunity to take ‘me time’ and indulge in sessions, have some one-to-one coaching, use the leisure facilities at the hotel and network with a select group of other trainers.

For the full agenda, booking instructions and special offers, look at www.trainerspace.co.uk

£6.12 on Toys!!

Today’s newspapers are all reporting a survey which says that, rather than spending hundreds of pounds on games and toys, parents need only invest £6.12 on eight items, which will keep kids entertained all summer.

The researchers name things such as cotton, crayons and building bricks – saying these will stimulate the imagination, boost creativity and get children working together to make up new games for themselves.

I believe the same is true for training toys and games.  Over the years I have spent hundreds, if not thousands of pounds on fancy activities for the training room.  And, just like a ten-year old, most of those gizmos are now broken forgotten or  collecting dust at the back of a cupboard; whilst my learners get much more fun and creativity from the box they came in!!

My eight essential inexpensive ‘toys’ for the training room are:

 

1. Balls of string
2. Empty Pringles tubes
3. Drinking straws
4. A box of table tennis balls
5. Paper from the recycling bin
6. A bag of marker pens
7. Post it notes
8. Masking tape

I could, of course, now go on and explain how I use each of them – but, wouldn’t that miss the point?  Your own imagination is much better than mine.  You can already think of dozens of learning activities you could create using those simple and cheap ingredients!!

On the Trainerspace Retreat in September we are running a session called ‘Training on a Shoestring Budget’ which is all about ‘Blue Peter’ versions of great training games – and I bet our delegates will be even more creative and innovative than we are!!

To read the article about kids’ toys, look at http://www.dailymail.co.uk/news/article-2191243/How-child-happy-6-worth-toys-Youngsters-better-odds-ends-expensive-gadgets.html?ito=feeds-newsxml

For more on the Trainerspace Retreat, look at www.trainerspace.co.uk

 

Routes to Your Customer – a free training session from the Ten Minute Trainer

Customer Pathways – The Routes Out

Aim

For participants to consider and appreciate the different ways in which their organisation makes contact with customers, and their role in ensuring that this is a positive experience for those customers.

Overview

Groups of participants think about the different ways in which their organisation makes contact with its customers.  They are then asked to consider how they personally can contribute to the success of this route of customer service.

Numbers

Any number working in groups of three to six.

Suitable for

New starters, refresher, short session on a longer training, team meeting activity.

What you need

One sheet of flipchart paper per group plus pens

Resource 1 – Customer Pathways, The Routes Out

Handout 1 – The Brief

Handout 2 – Action Plan

Handout 3 – Report Back (for evaluation)

Preparation

 

1. Copy Handout 1 – The Brief (one per group)
2. Copy Handout 2 – Action Plan (one per person)
3. (Optional) copy Resource 1 – Customer Pathways The Routes Out for use as a handout
4. Arrange the room so that people can work in groups of three to six people

What to Do

Activity – 3 minutes – groups

Give each group a sheet of flipchart paper and some pens.  Also give them a copy of Handout 1 – The Brief.

Ask them to complete stage one of the exercise by mapping out the different ways in which the organisation makes contact with customers.

Reflect – 3 minutes – groups

Refer the groups to stage two of the brief and ask them to consider the ways in which they personally have an impact on that means of contact.

Resource 1 – Customer Pathways, The Routes Out will help you to prompt any groups that might be finding difficulty with the task.

Conclude – 3 minutes – whole group

Collect feedback from the groups and gain consensus on the ways in which individuals do have an impact on each of the different routes that have been identified.

If appropriate, use Resource 1 – Customer Pathways The Routes out as a handout.

Plan – 1 minute – individuals

Give everyone a copy of Handout 2 – Action Plan and ask them to complete it.

Evaluation

Two weeks after the training event send everyone a copy of Handout 3 – Report Back, asking then to complete and return it.

Variations

 

You could concentrate on just one key pathway, or split the pathways between smaller groups of participants.

 

 

 

 

 

 

 

Customer Pathways – The Routes Out

Resource 1

 

Use this resource if you need to prompt any of the groups during the exercise.

Feel free to add or amend sections according to the needs of the organisation.

 

Letter	Spell names and addresses correctly Give accurate information Be timely Use correct grammar and corporate style Be aware of any mailshots that are being sent out
Advertising	Be aware of current advertising and promotions Refer to advertisements to build customer awareness
Telephone	Represent the organisation professionally Check that you are speaking to the right person Comply with outbound calling guidelines
E-mail	Use correct grammar and spellings Avoid jargon Use an appropriate heading Be clear who the recipient should reply to
Social media	Represent the organisation appropriately Be aware that this is a public medium Follow corporate guidelines
Leaflet	Make sure that all leaflets are up to date Be aware of content of current leaflets and publications
Branch Image	Keep premises tidy and clean Remember that you are representing the organisation at all times

 

 

 

Customer Pathways – The Routes Out

Handout 1 – The Brief

 

 

Stage One

 

On the sheet of paper that you have been given:

• Draw a shape in the centre which represents your organisation
• Draw lines out from the centre which represent the different ways in which your organisation makes contact with customers.

 

 

 

 

 

Stage Two

 

Now think about the impact that your personally can have on the level of service that is delivered along each of the pathways that you have drawn.

Make notes of the main points along each pathway.

 

 

 

Customer Pathways – The Routes Out

Handout 2 – Action Plan

As a result of this training session I shall take the following action:

 

 

 

 

 

I have chosen this because:

 

 

 

 

 

 

 

The result I hope to achieve is:

 

 

 

 

This action will be completed by (date):

 

 

Signed:

 

Date:

 

 

 

Customer Pathways – The Routes Out

Handout 3 – Report Back

After the above training session I took the following action:

 

 

 

 

 

 

 

 

The result was:

 

 

 

 

 

 

 

I now intend to:

 

 

 

 

 

 

Signed:

 

Date:

 

Please complete this form and return it to:

 

By (date):

 

 

Learning from Olympic Trainers

 

Like many people, I’ve been gripped by Olympic fever this week and am totalenthralled by the dedication and skill of everyone taking part.

I was fascinated on this morning (Sunday 5^th Aug) by an interview with Paul Thompson, the Chief Coach of Team GB Women’s Rowing Squad.  In response to a question about how he had achieved such amazing success he said “every day we learn and we grow”.

It was so pleasing to hear ‘learning’ being put at the heart of the achievement.  The idea of the ‘learning organisation’ has gone out of fashion in recent years, but it strikes me that Team GB is the perfect example of why we should be waving the flag for learning within all our organisations.

As individual trainers we all have our part to play in helping our employers or clients to become world class learning organisations.  And it doesn’t matter if we are full-time L&D professionals, or just people who run the occasional bit of training.

Learning from the role of the Team GB coaches, I believe we can all:

• Understand the overall aims and aspirations of our organisation and make sure we are developing the skills and attitudes that will bring about achievement
• Recognise that the smallest of changes can make a big difference
• Realise that standing still is not an option – others will always want to overtake us
• Learn from the best in the world and always stay up to date
• Use the very latest technology to its best effect
• Always be asking the question “what have I learned today?”
• Observe and coach as often as we can
• Innovate and try new ways of doing things

And, above all else, just like London 2012 – inspire a generation!!

 

Tracking the Customer Pathways – a ten minute training session for customer care

Customer Pathways (Inward)

Aim

For participants to consider and appreciate the different ways in which customers have contact with the organisation, and their role in providing customer service.

Overview

Having mapped out the pathways that customers follow, participants think about their own responsibility in making that route as smooth as possible.

Numbers

Any number working in groups of three to six.

Suitable for

Induction, refresher, short session in a longer training, team meeting activity.

What you need

One sheet of flipchart paper per group plus pens.

Resource 1 – Customer Pathways

Handout 1 – The Brief

Handout 2 – Action Plan

Handout 3 – Report Back (for evaluation)

Preparation

1. Copy Handout 1 – The Brief (one per group)
2. Copy Handout 2 – Action Plan (one per person)
3. (Optional) copy Resource 1 – Customer Pathways to use as a handout
4. Arrange the room so that participants can work in groups of three to six people.

What to Do

Activity – 2 minutes – groups

Give each group of participants a sheet of flipchart paper and a selection of pens.

Also give them a copy of Handout 1 – The Brief.

Ask them to complete stage one of the exercise by mapping out the different routes that customers take when coming into contact with this organisation.

Reflect – 3 minutes – groups

Refer the groups to stage two of the brief and ask them to reflect on the impact that they can have personally on each of the customer pathways.

If any of the groups feel that they do not have any responsibility for some of the pathways you should challenge them to find some way in which they do.  Use Resource 1 – Customer Pathways to help you.

Conclude – 3 minutes – whole group

Collect feedback from each of the groups and gain consensus on the ways that individuals impact on the various different customer pathways.

If appropriate use Resource 1 – Customer Pathways as a handout.

Plan – 2 minutes – individual

Give each individual a copy of Handout 2 – Action Plan and ask them to record the action that they plan to take as a result of this training session.

Evaluation

Three weeks after the training session send each participant a copy of Handout 3 – Report Back, asking them to complete and return it.

Variation

f you have plenty of floor space, you could physically ‘map out’ the pathways that customers take and have groups of participants ‘walk through’ the exercise discussing their role along each ‘route’.

 

 

Customer Pathways (Inwards)

Resource 1 – Customer Pathways

 

Use this resource to prompt the responses from the groups during the exercise.

Feel free to add or amend sections according to your knowledge of the organisation and its customers.

 

Personal visit	Queue management Friendly professional service Clean and tidy premises Smile
Letter	Prompt reply Correct spelling and grammar Accurate information Answer all queries
Telephone	Answer quickly Professional and accurate answers Do not pass on call Call back when promised
E-mail	Answer/acknowledge quickly Appropriate style of response Manage workflow queues Appropriate use of ‘out of office’ response
Website	Keep website up to date Keep yourself up to do date on the contents of the website Liaise with the ‘webmaster’ over customer comments Advise customers of alternatives
Social media	Treat people with respect Be careful about the impression you give Watch for positive and/or negative feedback
Order form	Follow correct procedures Keep customer advised of delays Communicate with colleagues to ensure consistent approach Watch for special needs

 

 

 

Customer Pathways (Inwards)

Handout 1 – The Brief

 

Stage One

 

On the sheet of paper that you have been given:

1. Draw a shape in the centre that represents your organisation
2. Draw lines into the centre which represent the different ways in which customers make contact with your organisation

 

 

 

 

Stage Two

 

Now think about the impact that you personally can have on the level of customer service that is delivered along each of the pathways that you have drawn.

Make notes of your main points on the sheet of paper.

 

 

Customer Pathways (Inwards)

Handout 2 – Action Plan

 

 

As a result of this training session I have decided to:

 

 

 

 

 

 

By (date):

 

The effect this will have is:

 

 

 

 

Signed:

 

Date:

 

 

Customer Pathways (Inwards)

Handout 3 – Report Back

Following this training session the action I took was:

 

 

 

 

 

 

The result it had was:

 

 

 

 

 

I now intend to:

 

 

 

 

 

 

 

Signed:

 

Date:

 

Please complete this form and return it to:

 

By (date):

 

 

Experiencing Poor Service – a ten minute training session illustrating the effects of bad service

Experiencing Poor Customer Service

Aim

To examine the elements that make up ‘poor’ service.

Overview

Participants recall times when, as a customer, they have had bad service and then think about what made their experience so poor.

Numbers

Any number working in groups of up to four.

Suitable for

New starters, refresher, short session in a longer training, team meeting activity.

What you need

Handout 1 – The Brief

Handout 2 – Action Plan

Handout 3 – Report Back (for evaluation)

A flipchart or wipe-board and pens

Preparation

 

1. Copy Handout 1 – The Brief (one per group)
2. Copy Handout 2 – Action Plan (one per person)
3. Arrange the room so that people can work in groups of up to four people
4. Divide your flipchart into two sections, one headed ‘organisation’ and the other headed ‘person’.

What to Do

Activity – 5 minutes – groups

Give a copy of Handout 1 – The Brief to each group.

If necessary, remind the groups that they will not have time to re-live each event in detail; they should concentrate of the elements which made the service ‘poor’.

Reflect – 2 minutes – whole group

Lead a discussion in which the groups report back the main elements that caused the service to be so poor.

Conclude – 2 minutes – whole group

Ask the group to imagine that they had the opportunity to give advice to organisations and to the individuals who were involved in giving such poor service.  Collect the pieces of advice that are offered on to the flipchart, under the headings of  ‘organisation’ and ‘person’.

Plan – 1 minute – individuals

Give each person a copy of Handout 2 – Action Plan, asking them to complete.

Evaluation

Two weeks after the training session, send each participant a copy of Handout 3 – Report Back, asking them to complete and return it.

Variations

Get people to reflect on how they felt about the poor service and what the consequences were (e.g. did they ever use that organisation again?  Did they tell friends no to use that organisation?)

 

 

Experiencing Poor Customer Service

Handout 1 – The Brief

Every day we all experience being a customer of many different organisations.

 

Each person in your group should think of a time recently when they have experienced poor customer service.

 

Capture below the main elements that made each experience so bad.

 

 

 

 

 

 

 

 

 

 

You have five minutes for this part of the exercise, so you will need to remain focussed on the task.

 

 

Experiencing Poor Customer Service

Handout 2 – Action Plan

Following the session today I have decide to make the following changes:

 

 

 

 

 

 

 

 

The result I hope to see is:

 

 

 

 

 

 

 

 

I will do this by (date):

 

Signed:

 

Date:

 

 

 

 

Experiencing Poor Customer Service

Handout 3 – Report Back

Following the training session I took the following action:

 

 

 

 

 

 

 

 

The results I saw were:

 

 

 

 

 

I now intend to:

 

 

 

 

 

 

 

Signed:

 

Date:

 

Please complete this form and return it to:

 

By (date):

 

 

A short training session for customer service – from TenMinuteTrainerTips

Experiencing Excellent Service

Aim

To show the key elements which make the difference between service that is adequate and service that is excellent.

Overview

Participants reflect on a recent experience of excellent customer service and analyse what made it so special.

Numbers

Any number working in groups of up to four.

Suitable for

New starters, refresher, team meeting activity.

What you need

Handout 1 – The Brief

Handout 2 – Action Plan

Handout 3 – Report Back (for evaluation)

A flip chart or wipe-board and pens

Preparation

1. Copy Handout 1 – The Brief (one per group)
2. Copy Handout 2 – Action Plan (one per person)
3. Arrange the room so that participants can work in groups of up to four people
4. Divide your flipchart or wipe-board into 2 sections; one headed ‘procedures’ and the other headed ‘people’.

What to Do

Activity – 5 minutes – groups

Give each group a copy of Handout 1- The Brief.

If any of the groups are having difficulty thinking of situations you could prompt them by re-defining ‘excellent’ as ‘better than expected’, or ‘memorable’.

Reflect – 3 minutes – whole group

Lead a discussion about the outputs from the exercise, capturing the elements that affected the customer service under the headings ‘procedures’ or ‘people’.

Conclude – 1 minute – whole group

Ask the group what positive conclusions they can draw about customer service as a result of their reflections.  Look for the conclusion that the attitude or behaviour of the person delivering the service, and the quality of the procedures can make the difference between service that is ‘adequate’ and service that is ‘excellent’.

Plan – 1 minute – individuals

Give each individual a copy of Handout 2 – Action Plan and ask them to complete it.

Evaluation

Three weeks after the event send everyone a copy of Handout 3 – Report Back, asking them to complete and return it.

Variations

You could ask the participants to think about excellent service that they have given, rather than service they have received.

 Experiencing Excellent Customer Service

Handout 1 – The Brief

We are all customers of many different organisations, and, as customers, experience different standards of customer service many times each day.

Each member of your group should try and recall a time in the past few weeks when you have experienced excellent customer service.

Share these experiences amongst yourselves, thinking in particular about:

What made this service so special in term of:

The Procedures that were being followed?

The Person involved?

 

You have five minutes for your discussion, so you will need to stay focussed on the task.

Experiencing Excellent Customer Service

Handout 2 – Action Plan

 

The action I am going to take as a result of today’s training session is:

The effect I hope to get from this is:

I shall do it by (date):

Signed:

Date:

Experiencing Excellent Customer Service

Handout 3 – Report Back

Following the training session, the action I took was:

What I have learned from this is:

I now need to:

Signed:

Date:

Please complete this form and return it to:

By (date):

Who Are Our Customers? A short training session free from TenMinuteTrainerTips

Who Are Our Customers?

Aim

To encourage participants to take a broader view of ‘customer service’ by treating everyone as a customer.

Overview

Participants consider who are their ‘customers’ and then think about the benefits of treating those different groups as though they are customers.

Numbers

Any number, working in groups of three or four.

Suitable for

Induction, refresher, daily meetings.

What you need

A flipchart or wipe-board and pens.

Resource 1 – Customer Groups

Handout 1 – Action Plan

Handout 2 – Report Back (for evaluation)

Preparation

 

1. Copy Handout 1 – Action Plan (one per person)
2. (Optional) copy Resource 1 – Who Are Our Customers to use as a handout
3. Arrange your room so that participants can work in groups of tree or four.

 

What to Do

Activity – 2 minutes 30 seconds – whole group

Explain to the group that there are many different types of ‘customer’ groups, not just people who make a purchase from a shop.

Ask for suggestions of other people who could be classed as customers within your organisation.

Capture the answers on a flipchart, looking for some of the suggestions on Resource 1

Reflect – 3 minutes – groups

Allocate a number of ‘customer groups’ to each group of participants and ask them to suggest  reasons why we should treat this group as ‘customers’.

Conclude – 3 minutes 30 seconds – whole group

Take feedback from each group, using Resource 1 to prompt key benefits.

Capture the main feedback on your flipchart.

If appropriate, give everyone a copy of Resource 1 – Who Are Our Customers as a handout.

Plan – 1 minute – individuals

Give each participant a copy of Handout 1 – Action Plan, and ask each to plan one thing that they will do differently as a result of today’s session.

 

Evaluation

Two weeks after the training session send each participant a copy of Handout 2 – Report Back, asking them to complete and return it.

Variation

You could identify the customer groups in advance and spend more time in this session talking about the need to keep those groups satisfied.

 

Resource 1 – Customer Groups

Here are some suggested ‘customer groups’ together with reasons why it can be beneficial the treat them as ‘customers’.

Feel free to add other customer groups that are relevant to the organisation.

 

Existing Customers	So they remain loyal and come back again So they recommend us to their family and friends So we get a bigger share of their business and become their ‘provider of choice’
Potential Customers/Casual Enquirers	So they are impressed and come to us So they remember us for the future So we turn a potential customer into a regular customer
Ex-customers	So they come back to us So they recommend us So they stay in touch and come back when they need to
Contractors	So we have a good relationship and they understand our needs So they are motivated to do a good job on our behalf So there is good communication So our overall service to all our ‘customers’ improves
Colleagues	So we have good working relationships So we improve overall performance So we have a pleasant and productive working environment
Stakeholders	So that they have the best possible impression of us So that they become advocates of what we do So they support us in what we do

 

 

 Who Are Our Customers?

Handout 1 – Action Plan

Following the training session today, I am going to take the following action:

 

 

 

 

 

 

 

 

By (date):

 

I have chosen this because:

 

 

 

 

 

I shall know it has been successful because:

 

 

 

 

 

Signed:

 

Date:

 

 

Who Are Our Customers?

Handout 2 – Report Back

Following the training session I took the following action:

 

 

 

 

 

 

The result has been:

 

 

 

 

 

 

 

 

 

 

Signed:

 

Date:

 

Please complete this form and return it to:

 

By (date):

 

What is Customer Service? A short training session from the Ten Minute Trainer.

Ten Minute Training Session – What is Good Customer Service?

Aim

To build an understanding that good service is ‘what the customer expects it to be’.

 Overview

Participants discuss comments on customer service and see which ones they agree or disagree with.

 Numbers

Any number working in groups of three to five.

Suitable for

New starters, induction, refresher.

What you need

Handout 1 – The Brief

Handout 2 – Action Plan

Handout 3 – Report Back (for evaluation)

Preparation

 

1. Copy Handout 1 – The Brief (one per group)
2. Copy Handout 2 – Action Plan (one per person)
3. Arrange the room so that participants can work in groups of three to five people

What to Do

Activity – 5 minutes – groups

Give each group of participants a copy of Handout 1 – The Brief and ask them to spend five minutes ranking the comments in order of their personal agreement with them.

(Note for trainer – there is no ‘right’ order for these comments, the point of the exercise is to generate discussion.)

Reflect – 3 minutes – whole group

Lead a discussion with the whole group about how easily they found consensus in their discussions.  It is likely that they found difficulty in reaching agreement, as many of the statements on the handout appear to contradict each other.  For example, “When I go into a shop I like to be left on my own to browse” is at odds with “I expect to be offered help and assistance.”, and yet participants will probably have found themselves agreeing with both.

Conclude – 1 minute – whole group

Ask the group what conclusions can be drawn from their discussions.

Comments you may receive could include: “We are all different”, or “We expect different service in different circumstances.”

Gain agreement from the group that, in general, “Good service is what the customers expects it to be.”

Plan – 1 minute – whole group

Give everyone a copy of Handout 2 – Action Plan, and ask them to complete it.

Evaluation

Four weeks after the training session, send everyone a copy of Handout 3 – Report Back asking them to complete and return it.

Variation

If your organisation has set standards of customer service, you may wish to extend the ‘Conclude’ section to include; “Good customer service is what the customer expects it to be, and the best way of meeting the majority of customer’s expectations is for us to perform within our customer service standards.”

What Is ‘Good’ Customer Service?

Handout 1 – The Brief

Below are some comments made by customers in a survey on attitudes towards customer service.

Consider each of the comments and, as a group, rank them in order (one to ten) of the extent to which you agree or ‘empathise’ with them.

 

Comment	Group Ranking
“When I go into a shop I like to be left on my own to browse.”
“I don’t mind being in a queue as long as I can see that it is moving and all the staff are busy.”
“I’m willing to pay a bit extra for good service.”
“I dislike the ‘have a nice day’ culture of service”.
“I expect to be offered help and assistance.”
“I expect politeness and like it if staff are pleasant and have time for a chat.”
“I like to know that I will get a standard level of service, no matter what is happening.”
“I hate queuing and would rather go elsewhere.”
“I believe that you should expect good service as a right.”
“I like staff to know me and to use my name”.

 

 

Handout 2 – Action Plan

What has been the main learning point for you about today’s training session?

 

 

 

 

 

 

 

What do you intend to do, do differently, carry on doing, or stop doing as a result?

 

 

 

 

 

 

What benefit do you think this will have?

 

 

 

 

 

 

 

 

When will you do it?

 

 

 

 

 

 

Signed:

 

Date:

 

 

tenminutetrainertips

BECOME A TEN MINUTE TRAINER

Designing Short Training Sessions that Work!

 When time and money are tight, make sure your training sessions have  “OOMPH!!” –

Outcomes, Order, Method, Practicality and Heart!!

 There are so many teams that would benefit from the capability to run short and useful training sessions – the sort of session that could take up ten minutes of a weekly meeting, for example.

Managers could and team leaders could include subjects such as:

• New/amended procedures, products or policies
• Repetitive regulatory training such as fire procedures, health & safety, equalities etc.
• Follow-up sessions to other training (e.g. the whole team has had a one-day ‘corporate’ session and the team leader designs a couple of short follow-ups to embed the learning and make it relevant to that team.)
• “Just in time” training – one-off subjects ‘as and when’  (e.g. the team leader spots…

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