Finishing with a Flourish: Your Time to Shine
After a little experience as a facilitator, you’ll have a sense of how to time your customer service presentation content so that it lasts until the end of the lesson. You’ll have a feel for what should be discussed at various points during the hour or two (or whatever time period) for this training. You’ll know when to pick up the pace and when you can consider a point in greater depth so that the conclusion of the content is reached when the lesson is scheduled to end.
A special effort should be made to build up to a climax at the end of the class. The most important ideas, or “key concepts,” should be summarized, expanded, and emphasized. In other words, when the people leave, it should be with ...
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