ABSTRACT
This chapter provides some background to help choose a training design that fits the needs and time limitations of the organization. To help participants understand the goals of training, and how material relates to real work situations, it is helpful to establish a framework. In presenting a framework, trainers should provide an overview of why the training is taking place and why it is important. This explanation should address the reasons a specific organization has decided to undertake customer service training. It also should highlight what the trainer hopes to accomplish, and how the skills learned in this training will be useful back on the job. Training helps people identify the behaviours that are important for good customer service, so that those behaviours might be improved. A key aspect of training is the feedback trainers give to participants. It takes a lot of practise to learn a new skill. Some participants will learn skills more quickly than others.
