ABSTRACT
This chapter discusses facilitation tips, adult learning theory, pointers on being prepared for the trainings, and a set of planning suggestions. Learning activities include short presentations of conceptual material. The programme emphasizes active involvement through individual work, work in pairs and small groups, and whole group involvement. Because training is a matter of teaching adults, it will be helpful to brush up on adult learning principles, and to highlight the aspects of learning theory that apply to a customer service training programme. Most training involves a mixed-age group of adults. It is helpful to remember that adult learners want to be involved in their learning. At the beginning of each customer service training session, it will be beneficial to describe the difference between a lecturer and facilitator. It is always helpful to know something about the job responsibilities of the people who will be attending training.
