Customer Service Training

Chapter 8

Delivering Your Customer Service Workshop: Be a Great Facilitator

What’s in This Chapter

• Defining the facilitator’s role

• Creating an effective learning environment

• Preparing participant materials

• Using program preparation checklists

• Starting and ending on a strong note

• Managing participant behaviors

Let’s get one thing clear from the get-go: Facilitating a workshop—facilitating learning—is not lecturing. The title of ATD’s bestselling book says it all: Telling Ain’t Training (Stolovitch and Keeps 2011). A facilitator is the person who helps learners open themselves to new learning and makes the process easier. The role requires ...