Laura Cotton teaches LIAT Call Centre Supervisors Development Workshop in Antigua

I love teaching workshops because I always come out learning or validating something new.  Here are five things re-emphasized to me after teaching LIAT’s Call Centre Development Training in Antigua last week.

  1. We cannot hold people accountable for things we haven’t told them that we expect (it’s just not fair).
  2. Teaching customer service makes me a much better customer (‘nuf said).
  3. Sharing personal stories ALWAYS work to hit home a point (and I have a lot of ‘em).
  4. Maintain the same environment in the workshop as we coach them to have in their workplace – fostering and unintimidating (teach by example, anyone?).
  5. Scenarios and role playing is absolutely essential to measure participants’ understanding and desire to implement the skills taught (plus, it’s fun).

And as an added bonus …

COTTON TIP: Ask each participant his/her favorite song in the introduction part of the workshop. Later surprise them by playing the songs through out the breaks. It’s a great way to make each participant feel valued and like you really listened – just as they should to make the customer feel.