ABSTRACT
This chapter discusses the design for a one-hour training programme, purpose of the programme, instructions for how to conduct the programme, and the programme agenda. It includes a short programme that can be used as an introduction for a customer service initiative, as a stand-alone unit, or as part of a staff meeting. Some of the exercises are included in the more comprehensive half-day and one-day programme. The main objectives of the training are to: recognize team behaviours that contribute to fantastic customer service; identify negative service behaviours; practise listening; identify behaviours that constitute fantastic service; and individually assess positive behaviours.
