I’m currently running a programme for a client that has been (so far) really well received in the business and that has been adding tangible value to the bottom line. I was copied in on this e-mail that a delegate had sent to the HR Director after he had attended:
Good Afternoon Graham
I have just completed a two day training course which took place in Derby.
Following your request, I have felt it necessary to offer you some personal feedback regarding the course which was titled ‘Maximising Opportunities in Aftersales’.
Before the training course took place I am not afraid in telling you that it was something that I was not looking forward to. The thought of role play with an actor present who does not understand the service environment made me think – ‘Waste Of Time’.
Both during and certainly at the end of the course I am pleased to tell you that I was totally wrong with my initial thoughts.
The whole course was handled and delivered with the upmost professionalism keeping all pupils interested which encouraged permanent classroom participation.
The actor used (Rob) had a fantastic understanding of how a service department operates from a customer’s point of view. Any response from the customer (Actor) during the role play sessions were not answered in a derogatory way, but in a style that kept the pupil engaged during the whole process.
The trainer (Matt) also had a superb gift in keeping the whole room engaged and involved during the two day process.
I previously attended a manufacturer training course which included role play with an actor who had very little knowledge of a service department which to me made the whole process very difficult and pointless.
The process that you have set up for our Aftersales team will allow confidence throughout and hopefully help us get through what is a very difficult period. All team members will be encouraged to use the coaching that has been passed on during the coming weeks and beyond.
Thank you again.
As stated in a previous blog, feedback is the breakfast of champions!