“We don’t know what good service is… until we don’t get it!”

“We don’t know what good service is… until we don’t get it!”

Then we tell everyone about it…how bad it was, how disappointed we are, the fact that we are never going to shop/eat/visit/use that service again.

So as we are all in the customer service business we need to make sure we don’t take our eye of the most important person to us…the customer.  You might think that as a trainer you are in the business of developing potential however we also have to consider that every person who attends our training programme is a customer.  Therefore we have to consider the following:

• ·      Was their experience on the courses that we delivered a positive one?
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• ·      Where we value for money?
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• ·      Will they recommend us to their colleagues?
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• ·      How would they rate us as service providers?
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• ·      Were you on time and fully prepared to run the course when the first delegate arrived?
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• ·      Did you portray professionalism in your manner, dress and use of language?
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This is nothing to do with your skills and knowledge as a trainer in your specialist field.  This is to do with you...some examples:

• ·      Not exploiting your clients by selling them more days than they need, you are not a rip off merchant!!
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• ·      How easy are you to contact both for the client and for the delegates, their staff should they have a post-course query
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• ·      How helpful are you with questions on the course, that are often ‘off-piste’, but are important to that delegate?

What you must remember is that your training course is part of your sales process.  Unlike selling some products, our key product is ourselves and therefore there is always an opportunity to develop business whilst you are delivering a programme.