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In-house customer service training

Derek Stockley provides training programs based on actual training needs.

This case study is about customer service training.

Two training needs identified

The customer service training for call centre staff was one half of the training conducted for this company. A leadership training program was also conducted.

The company is a major distributor of its product type in Australia. The chief executive identified two training needs - customer service and leadership development.

A detailed training needs analysis was conducted. To maximise the benefits, and to limit staff withdrawal from frontline service, the customer service training was conducted in the morning and the leadership training in the afternoon. This was over a three week period.

The leadership training program is explained fully at: leadership training program.

The customer service training was organised for most of the staff of the company call centre. It had two components - three group sessions, followed by a day of individual coaching sessions.

The program covered customer relations in a call centre context, with a strong emphasis on dealing with difficult customer situations. The individual coaching sessions consisted of three roleplays, each reflecting actual company cases. The participants demonstrated the key aspects of the formal training during the role plays. They had achieved the desired standards set by the company’s management team.

As an in-house program, participants benefited from the open sharing of experiences and ideas. A side benefit of the training was the reinforcement of the desired and expected level of performance.

All training programs conducted by Derek are individually designed to meet the particular needs and circumstances of the participants.

This is one example of how Derek Stockley’s experience adds to his training and consulting work. For other examples, see: training and consulting case studies.

For information about clients and testimonials, see clients and testimonials.

If you have four or less people to be trained, see: On-Demand Training Explanation or to obtain a quote or register your interest, see: On-Demand Training Registration.

If you are interested in organising an inhouse training program for your company or organisation, see: Inhouse Training Explanation or to make an enquiry, select: Inhouse Training Enquiry.

Public courses are shown at: Melbourne Public Training Courses, including the Public Team Leadership Course.

If you require consulting assistance, or telephone or write to Derek Stockley at Contact Details.

For more information about Derek Stockley's performance management services, select: Performance Management Services.

This page was last modified on 12 August 2005.