Design:Not as Scary as it Sounds
Design is the second phase of the overall process of putting together a customer service training program. In this phase, you use all the information gathered in the analysis phase and decide what (content) you will include and how (delivery) you will present it in preparation for the class.
In designing your customer service training, consider the following:
• Your overall outcome
• The content (what you will be teaching), including the following:
— All games
— Activities
— Role playing
• Resources
• The training outline
In defining your overall outcome, decide what you want to be different between what you’re doing now and what needs to be done.
The answer (or answers) to this question will determine ...
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