Selling the Training to the Attendees: Why Are They There?
Did you ever try to record a TV program on your DVD recorder and later find out you were on the wrong channel? What happened? You missed the program, right?
We have a similar circumstance in customer service training. It has to do with attitude. If the attendee’s attitude is unreceptive, he or she is going to be on the wrong mental channel and miss the program. Often, that is the very person who needs the improvement the most.
You don’t need a magic wand to clear up all the attitude problems you may face. Instead, try to draw the attendees out and move them toward being receptive toward customer service training. How do you do that? Humor is a big help. Here’s one we sometimes use:
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