Customer service training and professional development are terms that cover a broad range of skill and knowledge development. No matter what, every school with staff who interact with customers from school staff, to students, teachers and the wider community (either face to face or over the phone), need Education Support Staff to have high level ‘people skills’ – also referred to as soft skills.

Schools often seek external training providers that specialise in soft skill development which is fantastic as there are many to choose from but finding the right training provider can be a challenge.

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

• A poor level of service was given by the training provider – they don’t practise what they preach.

You’re not alone, as we often hear of these and other unsatisfactory experiences that have left schools untrusting of training organisations. Rest assured, there are many professional and competent external training providers ready and waiting to help you, but before you hit ‘Google’, keep on reading.

DIY SOLUTIONS

First step. Before engaging an external training provider, be clear on what outcomes you are seeking and ask the provider how they would address your need, rather than tell them what you want. This will give you an insight 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 these 3 questions:

1. What experience do your trainers have in the chosen topics?

2. What schools have you worked with and how did you help them?

3. How will you learn about our school, our staff and our customers?

Speak to the trainer. It is not unusual 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 ESS needs people (soft skills) development ie: customer service attitudes, team work, stress management and dealing with difficult people, then we will help to repair your confidence.

You can join our Live Leadership Masterclasses, delivered online, to provide year-round learning so you can help your ESS best.

If you’re more into face-to-face training, you can explore our Onsite Training sessions delivered by an experienced trainer who is a specialist in their field, is the most effective way to educate and motivate ESS.

We have an extensive list of delighted schools who are happy to speak with you and share their experiences with our services.

“Thank you for designing a session specific to the needs of our ESS team and for making it interactive without making staff feel uncomfortable. I had immediate feedback from the attendees saying how great the session was and asking for more.”

– School Business Manager

Reach out to us today to find out the best option to suit your school.