The value of a training session based on a trigger will often be enhanced by giving participants an opportunity to think about the problem as individuals before discussing it in a group. For this purpose you can photocopy for use within your organization the Trigger to create handouts. If you use A4 paper you can provide space for participants to make their own notes. Reviews
'... fill a very positive niche in the practical trainer’s library of activities.' Training Officer
Contents
Introduction: Where to use triggers; How to use triggers; Customer service principles; Triggers: Buying products and seeking benefits?; The customer expects ...; A regal customer; Making a meal of it; Remember, we're all on the same side; The Perfectionist; Contracted to fly; We will ..., if you ... …; Customer? Consumer? Or what?; Serving to survive; Byting the hand that feeds you; No change for the customer; Menu, sir?; What's wrong with me, Doctor?; Checking out for clarity; Customers? I see no customers!; Designing a customer MOT!; Customer service is arriving on ...; Open day: cooperation or conflict?; Anyone here got any good ideas?; Words of praise; Can you come back tomorrow?; A jump in the dark; Charge today, train tomorrow; Is there a space for me?; Sharing in success; What do you think of it so far?; User-friendly for friendly users; You want it when?; Your friendly, flexible college; Beating the system; The price of poor communication; Leading by example; Getting to the root; The boomerang customer; It's not my fault!; Providing service ... the ultimate risk; As clear as mud!; Dear Sir/Madam; The abusive customer.
About the Authors
Graham Kelly is Head of the Department of Management Development at the University of Central Lancashire. He has over 20 years' experience of management training and development, has written extensively on management topics and is co-author of the two-volume Training Workshops for Developing Managerial Effectiveness and Quality Triggers.
Roger Armstrong is Senior Lecturer in Management Development at the University of Central Lancashire. He is a member of the Institute of Personnel and Development and the National Chair of the Society for the Advancement of Gaming and Simulation in Education and Training (SAGSET). He is co-author (with Graham Kelly) of three other collections of training materials.
