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shutterstock_372396529The WorldHost ® Principles of Customer Service Train the Facilitator programme gives you the opportunity to become a licensed WorldHost trainer.

You will be assessed on your training skills during the three days, and if successful, you will be able to deliver the WorldHost Principles of Customer Service programme.

Please note: you must attend the full three-day programme and pass the practical delivery sessions assigned to you to in order become a WorldHost trainer.

Programme aims:

By the end of this programme, you will have the knowledge and skills to deliver the WorldHost Principles of Customer Service programme.

This gives staff the skills and knowledge to deliver excellent internal and external customer service through the following topics:

  • Why customer service is such an important part of their role
  • How to make an excellent first impression and make customers feel welcome.
  • How using customers’ names can help to create a good rapport, and techniques for remembering names
  • Communication skills
  • How to empathise with customers, and why handling their concerns is so important
  • Why listening is an essential part of the customer service process, and how to do it effectively
  • The value of the visitor economy and the important role they play in generating revenue for their business and the wider economy
  • How to ‘go the extra mile’ – including making five commitments on how they will do this in their workplace

 

Becoming a licensed WorldHost trainer

During your training, you will be assessed by our WorldHost master trainer. If your assessment is successful, you will become officially licensed to deliver the one-day WorldHost Principles of Customer Service programme.

 

WorldHost Trainer Selection criteria

shutterstock_452802562For trainers who wish to attend the 3 day Train the Facilitator programme and become a WorldHost Principles of Customer Service Licence Facilitator the following guidelines for selection are outlined.

  1. Formal training qualifications and training/facilitation experience
  2. Experience of the industry the trainer will be delivering the WorldHost programmes eg: Hospitality, Retail, Education, Transport etc
  3. Skills
  4. Characteristics/personality

The trainer must submit a CV to KTP prior to attending the 3 day WorldHost Principles Train the Facilitator to assess suitability.  The trainer will not be allowed to attend the 3 day programme if they have not provided evidence of Formal training and Experience (see below)

  1. Formal training and/or equivalent experience in training or education
  2. Experience

It is essential for WorldHost trainers to have relevant work experience in the industry they will be training eg: Tourism, Travel, Retail, Transport, Security, Education, Health care etc. so that they can apply their experiences and examples to the WorldHost programmes. A trainer also requires this experience to add credibility to their role

  1. Skills

The Trainer is expected to demonstrate the following skills which will be assessed by the Master Trainer during the 3 day WorldHost Train the Facilitator programme.

  • The ability to gain group participation
  • The ability to organise/ and prepare
  • Interpersonal skills
  • Training and facilitation skills
  • Questioning techniques

 4. Characteristics/Personality

  • Passionate and positive about improving customer service
  • Inspiring and motivating participants feeling empowered and confident
  • High energy delivery for the duration of the workshop and consistent enthusiasm
  • Flexible and adaptable to individual/groups requirements and needs/level different
  • Comfortable and non-threatening WorldHost training must always be interactive, fun and lively

 

During the 3 day WorldHost Principles Train the Facilitator programme trainers are evaluated using the following methods:

  • By the Master Trainer and the other delegates observations delivering two mini-sessions that they present to the Master Trainer and the other trainers. Trainers are evaluated on their ‘Preparation and Delivery Content’ plus ‘Skills and Characteristics/Personality’.
  • The trainers general participation and attitude during the 3 day Train the Facilitator programme

 

Final Master Trainer’s evaluation 3 categories:

Pass – Ready to deliver a WorldHost Principles of Customer service programme on their own.

Conditional pass – Trainer is not yet ready to deliver a WorldHost Principles of Customer Service workshop on their own.

shutterstock_265122803The following actions may be recommended by the Master Trainer to gain full licence to deliver WorldHost Principles of Customer Service.

  • Co-facilitate with another WorldHost licenced trainer (minimum of 2 Principles of Customer Service workshops). The trainer will be responsible to arrange co-facilitation with another licenced WorldHost trainer.
  • The 2 ‘Principles of Customer Service’ workshops must be delivered within 6 months of completing the Train the Facilitator programme
  • All the sections of the Principles of Customer Service through co-facilitation must be covered with another licenced WorldHost trainer
  • Quality Trainer Review visit by a WorldHost Master Trainer may be recommended. This will be arranged by the People 1st Operations Team.  At least 24 hours’ notice will be given.
  • The Trainer will be sent an ‘Application for certification’ form By the Operations Team to complete and return to the Operations Team after the 2 Principles of Customer Service workshops have been delivered. The Operations Team and Master Trainer will review the conditions to ensure they have been met before licence is issued.

Not Yet Ready – Trainer may need more attention to delivery and facilitation skills by attending further training/facilitation training and attend the 3 day WorldHost Train the Facilitator programme again.

NOTE: If the trainer achieves a Conditional Pass or Not Yet Ready the cost of the 3 day ‘Train the Facilitator programme’ will not be reimbursed. Unsuccessful Trainers (Conditional Pass and Not Yet Ready) may appeal against the decision of the Master Trainer. (See People1st/WorldHost Appeal procedure for further details)

 

Agenda

Day one:

The master trainer will deliver/model the one-day Principles of Customer Service workshop for you and your fellow trainers to participate in.

At the end of the day, you will receive a trainer guide and all related materials for workshop delivery, and will be assigned a mini-lesson from the course content to deliver on day two.

Day one – evening:

Prepare a 15 minute presentation from one of the modules (this session will be agreed with your master trainer) to present on day two 

Day two:

You and your fellow trainers will each be filmed delivering your mini-lesson (approx. 15 minutes) and will be provided with feedback (written and oral) from both your peers and the master trainer.

Throughout this process, the master trainer will give guidance on how to effectively support the training and maximise your learners’ involvement in the programme.

Day two – evening:

Prepare another 15 minute presentation from one of the modules (this session will be agreed with your master trainer) to present on day three.

Day three:

You and your fellow trainers will each deliver a second mini-lesson for 15 minutes (a different section of the workshop) and will again be filmed and provided with feedback.

The final wrap-up allows for evaluation of the process and the master trainer.