ABSTRACT
This chapter provides a design for a half-day workshop, purpose and objectives of the programme, notes on delivery and transitions, and programme agenda. It also provides a sample format for a half-day customer service training programme. The half-day programme is popular in organizations that cannot devote a full day to training but whose leaders are committed to spending half a day of quality time for training to improve customer service. The advantages of the half-day programme are that it delivers a message about excellent customer service and includes role plays so participants get a chance to practise the skills they learn in class. Another advantage is that one can run two half-day sessions back-to-back with different groups of trainees. The half-day programme is not as comprehensive as the full-day course and does not allow for as much skill practise before participants actually do the role plays. However, it provides a good start for training.
