Learn to Teach The Customer Service Secrets of Successful IT Pros

Training isn't great unless the participants think, feel, or act differently than they did before the training. Great training is way more than simply being a subject matter expert. Great trainers engage and challenge learners, they tell compelling stories and push learners to exceed their own expectations.

Learning Objectives

At the end of this train-the-trainer course, you'll be able to:

  • Construct a story to make a point
  • Identify the different adult learning modalities
  • Be prepared for difficult students
  • Know the difference between training and education
  • Identify best practices for using presentation software, such as PowerPoint

Course Outline

Section #1: Introduction

This brief section covers the housekeeping items, including the usual cell phone reminder, location of exits and restroom, the schedule for the day (breaks and lunch), rules for asking questions, the agenda for the training, and, in small groups, participant introductions.

Section #2: Excellence in Training

  • Defining training as opposed to education
  • Recalling previous training experiences as a participant (both good and bad), along with a discussion about what made the experience good or bad
  • Characteristics of excellent trainers

Section #3: Building Connections with the Participants

  • How to conduct an icebreaker exercise
  • Participant introduction techniques
  • Understanding adult learning principles
  • Understanding different learning styles
    • Visual
    • Auditory
    • Kinesthetic
  • Techniques for dealing with each style of learner

Section #4: Presentation Techniques

  • How to build and use PowerPoint presentations.
  • Using flip charts and marker boards
  • Vocal techniques
  • Stagecraft: The physical characteristics of presentation and training

Section #5: The Trainer's Tool Kit

  • Icebreakers
  • Energizers
  • Training games

Section #6: Teaching the Compassionate® Geek Principles

Section #6.1: The Knowledge Required to Teach Compassionate Geek Principles
  1. Convincing the unconvinced of the importance of this training
  2. What is the difference between Compassionate Geek training and ITIL customer service training?
  3. Understanding the five principles and how to relate them to every aspect of the training
  4. Sharing personal experiences
Section #6.2: How to Deal with the Challenges of Teaching Compassionate Geek Principles
  1. Heading off problems by preparing
  2. The importance of communicating with the client
  3. Classroom management techniques
  4. How to Deal with the Problem Participant
    1. Snipers
    2. Know-it-Alls
    3. Talkers
    4. Bullies
  5. How to handle it when you don’t know the answer
  6. What do you do when your participants are not responding
Section #6.3: Understanding the Stories of The Compassionate Geek
Section #6.4: Understanding the Science Behind The Compassionate Geek
  • The science behind an amygdala hijack
  • The science behind meditation
  • The science behind social intelligence
  • The science behind stress management
Section #6.5: Teaching the 5 Principles
  • The source of the five principles
  • Practice teaching
Section #6.6: Recommended Reading
  • The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer Service
  • The 5 Principles of IT Customer Service Success
  • The 7 Habits of Highly Effective People
  • Don’t Believe Everything You Think
  • Tuesdays with Morrie
  • Man’s Search for Meaning
  • How to Win Friends and Influence People
  • Emotional Intelligence
  • Social Intelligence

Frequently Asked Questions

How long is the training?

This is a highly interactive training experience. The length will depend on the number of participants. For groups of up to six participants, it can be completed in one-day. For groups of up to 12 participants, it requires two days. It usually runs from 9:00 a.m. to 4:00 p.m. with a one-hour lunch break.

What's the recommended and maximum class size?

The recommended class size is four to 12 participants. The maximum class size is 12.

Who should attend?

This training is appropriate for corporate trainers, managers, and supervisors who are responsible for implementing the concepts taught in the Compassionate Geek training course The Fundamentals of IT Customer Service.

Are there any pre-requisites?

We recommend that participants complete our course The Customer Service Secrets of Successful IT Professionals: How to Master IT Customer Service prior to taking this course.

For more than 40 years, Don Crawley has worked with technology, from broadcasting to automation systems to data networks. A former IT trainer and consultant, he is the author of eight books for IT professionals including The Compassionate Geek. He’s especially good at helping IT teams work together so they can get things done.

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