How to Be an

Effective Trainer for

Successful
Customer Satisfaction
 hello!
Think about a teacher or someone
who has impacted you:
What qualities does this person have?
How did this person teach that made them
effective?
What made this person stand out to you?
 Todays Objectives
I will be able to distinguish between good and
bad customer service
I will be able to recognize training skills
I will be able to demonstrate training skills to
different individuals
 1.
Improving Customer
Satisfaction
How are these numbers so different?
(HelpScout, 2016)
What is Good Customer Service?
See what the Customers See:
 Activity: Nonverbal Communication
Each of you will have a chance to take our order saying:

Hello and welcome to Culvers. How

may I help you?
Afterwards, we will reflect on assumptions we make based
on the way each person took our order.
(Fleming, 2014)

Be friendlier and look happy about your job

Service was slow...it seems lately every time I go

to this Culvers, something always gets screwed
up with my order

Six DIFFERENT complaints about cleanliness of

soda/condiment bar area and dining room
 21
Alerts for ACT score in August of 2016
 2.
What is Training?
 Organizing Effective Shifts
1. Introductions
2. Share Agenda and Objectives
3. Demonstrate the task
4. Guide them throughout the task
5. Let them perform the task
6. Closure
 How Training Works

I Do We Do You Do
People Learn Differently
 Six Tips for an Effective Shift
1. Teach relevance to employees
2. Use easy-to-understand language
3. Use humor
4. Avoid prejudices
5. Base training on employees past experiences and knowledge
6. Teach hands-on

(Kay, 2013)
 3.
How to Train Different
People
 Males
Competitive - Will not share weaknesses
Focus on the doing - Lacks eye contact
Report vs. Rapport - Focuses on the task at hand
- Listens silently and may
Powerful communication
debate

(Wood, 2010)
 Females
Relationship - Share personal information
Focus on communication - Wants to create friendships
Report vs. Rapport - Self-discloses at work
Powerless communication - Uhhuhs, mmms, to
communicate and be similar

(Wood, 2010)
 4.
Being a Culvers Team
Trainer
(Turn to the Packet)
 You Can
Change the
Store!
 Thank You!
Write a letter to your future selves:
What goals do you have for our training team?
What do you plan on doing to achieve this goal?
How will this workshop help you be a better trainer?
How will what you learn today help you for your future
careers?
 Resources
Fleming, G. (2014). Nonverbal communication. About Education.

Help Scout. (2016). What is bad customer service costing your business? Help Scout.

Kay, M. (2013). 8 rules for training adults effectively. Mindvalley Insights.

Online Education. (2013). Learn faster, learn better: What style fits you best? Education Database Online.

Wood, J. T. (2010). Gendered lives: Communication, gender, and culture. Belmont, CA: Wadsworth Pub.