3 things to do before engaging a customer service training provider
Customer service training is a term that covers a broad range of skills and knowledge development. Every school is considered a business, and every business with staff who interact with internal and external customers at your school (either face to face or over the phone), needs those employees to have high-level ‘people skills’ – also referred to as soft skills.
Schools often seek customer service training providers specialising in soft skill development; which is fantastic as there are many to choose from, but finding the right training provider can be challenging.
Sadly, if you haven’t had a negative experience with an external training provider, you probably know someone who has. Perhaps…
- The trainer was inexperienced in the topic or as a trainer
- The time and money spent didn’t achieve the desired outcome
- The training provider gave a poor level of service – they don’t practise what they preach.
You are not alone, as we often hear of these and other unsatisfactory experiences that have left schools not trusting training organisations. Rest assured, many professional and competent external training providers are ready and waiting to help you, but before you hit ‘google’, keep reading.
DIY SOLUTIONS
First step. Before engaging an external training provider, be clear on what outcomes you seek and ask the provider how they would address your needs rather than telling them what you want. This will give you an insight into whether they use a “one size fits all’ process or if they seek to learn about your school and offer customised solutions.
Ask training providers the following three questions;
- What workplace experience do your trainers have in the chosen topics?
- What schools have you worked with, and how did you help them?
- How will you learn about our school, staff, and customers?
Speak to the trainer. It is common for the person who takes your information and arranges the training program to be different to the person who turns up on the day.
Contact your governing or industry body. They should be able to recommend reliable and professional training providers.
LET US HELP YOU
If your staff need people (soft skills) development, i.e., customer service attitudes, teamwork, stress management and dealing with difficult people, then we will repair your confidence. Our Professional Development Sessions for your ESS are your first step.
Fill out our contact form or give us a call to find out which training solution will suit your ESS and school best. If you wish to proceed with any of our recommendations, your allocated trainer will work with you to design and schedule your program/s and will be your go-to person every step of the way.
We have an extensive list of delighted customers who are happy to speak with you and share their experiences with our services:
“I’ve been to many, many, many corporate training sessions in the past and was a bit sceptical heading into the training but am very happy to say I found your session one of the best I have ever experienced.” Georgie Mckeown – Norwood Secondary School
“Everyone really enjoyed your presentation, and I have to say I don’t get that response to PD very often! It was in plain English. It was fun. It was relevant – most school PD is aimed at outcomes in the classroom and it’s often hard to break it down it how it relates to the office staff.” Leanne Fry – Business Manager, Benalla P-12 College
By Cate Schreck – Director of Just For Schools & Author of The A-Z of Service Excellence