Page Image

Train the Trainer

Training and development is the most highly valued employee benefit (source: PWC). It's an investment – in your people as well as in your bottom line. However, it's also a cost. In businesses where training budgets are limited, and the need is high, it can make sense to train your teams using in-house expertise.

We help businesses who want to deliver consistent customer experiences, but have very restricted training budgets. We work with their people, developing teams of customer experience ambassadors who can cascade training to other team members. This is approach is particularly suitable for businesses with a rolling training requirement, perhaps due to high staff turnover.

We will assist you with the selection criteria for this programme, identifying people who will excel at this particular role. During the programme, leaders will master the skills required to:

  • Train and coach colleagues in the customer experience language.
  • Manage emotions.
  • Deal effectively with complaints.
  • Prepare effective and engaging induction programmes.

We will support your Customer Experience Ambassadors, offering observational feedback and coaching until they are completely confident.

We get results

With the successful completion of the programme, your leaders will be skilled and able to cascade the learning effectively. The organisational benefits of this approach are far-reaching and ongoing…

  • A sustained and enhanced customer service culture.
  • An expert group of ambassadors who will act as role models.
  • Training expertise – perfect for training and coaching small groups.
  • An induction programme for new starters.

The ‘Train the Trainer’ programme takes a modular approach to each element of the customer experience training. Armed with a detailed trainers’ guide, there will be the opportunity to perfect your skills in a supportive environment. Contact us to find out more…

We share our knowledge

More about People Performance…
> Case studies
> Blogs, articles and expert insight