customer service training

Compassionate Geek® Train-the-Trainer

How to Teach Customer Service, Compassion, and Computers: Making Them Work Together to Enhance Customer Relationships

Description

The goal for the training to prepare participants to lead The Compassionate Geek® one-day customer service seminar Customer Service, Compassion, and Computers: Making Them Work Together to Enhance Customer Relationships.

Participants will be prepared to present the information in an effective and engaging manner. They will learn how to respond to questions from participants, lead participant activities to reinforce concepts, and lead discussions among participants.

Additionally, participants will learn basic presentation skills including how to maintain eye contact, vocal techniques, how to use gestures appropriately, and techniques for maintaining interest.

Participants will learn how to deal with problem learners, plus they’ll be given a virtual trainer’s toolkit with tools for presenting training and managing training sessions.

Our work, in IT, is to help our end users work more productively, creatively, and efficiently … and to be kind and respectful while we’re doing it.”

-IT Customer Service Speaker Don Crawley, CSP

Length of Training

This is a two-day course. It usually runs from 9:00 a.m. to 4:00 p.m. each day with a 10-minute break in the morning session, a one-hour lunch break, and a 10 minute break in the afternoon session. We are happy to adjust starting and ending times to match normal work schedules.

A typical daily schedule is:

  • 9:00 to 11:45: Morning session
  • 11:45 to 12:45 Lunch
  • 12:45 to 4:00 Afternoon session

Course Outline

Section 1: Introduction

This brief section covers the housekeeping items, including the usual cell phone reminder, location of exits and restroom, the schedule for the day (breaks and lunch), rules for asking questions, the agenda for the training, and, in small groups, participant introductions.

Section 2: Excellence in Training

  • Defining training as opposed to education
  • Recalling previous training experiences as a participant (both good and bad), along with a discussion about what made the experience good or bad
  • Characteristics of excellent trainers

Section 3: Building Connections with the Participants

  • How to conduct an icebreaker exercise
  • Participant introduction techniques
  • Understanding adult learning principles
  • Understanding different learning styles
    • Visual
    • Auditory
    • Kinesthetic
  • Techniques for dealing with each style of learner

Section 4: Presentation Techniques

  • How to build and use PowerPoint presentations.
  • Using flip charts and marker boards
  • Vocal techniques
  • Stagecraft: The physical characteristics of presentation and training

Section 5: The Trainer's Tool Kit

  • Icebreakers
  • Energizers
  • Training games

Section 6: Teaching the Compassionate® Geek Principles

Section 6.1: The Knowledge Required to Teach Compassionate Geek Principles

  1. Convincing the unconvinced of the importance of this training
  2. What is the difference between the Compassionate Geek training and ITIL customer service training?
  3. Understanding the five principles and how to relate them to every aspect of the training
  4. Sharing personal experiences

Section 6.2: How to Deal with the Challenges of Teaching Compassionate Geek Principles

  1. Heading off problems by preparing
  2. The importance of communicating with the client
  3. Classroom management techniques
  4. How to Deal with the Problem Participant
    1. Snipers
    2. Know-it-Alls
    3. Talkers
    4. Bullies
  5. How to handle it when you don’t know the answer
  6. What do you do when your participants are not responding 

Section 6.3: Understanding the Stories of The Compassionate Geek

Section 6.4: Understanding the Science Behind The Compassionate Geek

  • The science behind an amygdala hijack
  • The science behind meditation
  • The science behind social intelligence
  • The science behind stress management

Section 6.5: Teaching the 5 Principles

  • The source of the five principles
  • Practice teaching

Section 6.6: Recommended Reading

  • The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer Service
  • The 5 Principles of IT Customer Service Success
  • The 7 Habits of Highly Effective People
  • Don’t Believe Everything You Think
  • Tuesdays with Morrie
  • Man’s Search for Meaning
  • How to Win Friends and Influence People
  • Emotional Intelligence
  • Social Intelligence

​For More Information

Please contact us to discuss this training. You may use the form below, send an email to info@doncrawley.com, or call us at 1-206-988-5858.

Course Delivery Options

Online On-Demand

Coming soon.

Onsite at Your Location

We come to your location, nearly anywhere in the world, to train your I.T. managers and supervisors with proven leadership principles and techniques. Let us know about your needs and we'll prepare a proposal for you. Use the form below or call us at 1-206-988-5858.