Gamified eLearning
Tv Series Style

Leader’s Guide

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Our beautiful 4-color 61 page Customer Service Intelligence Leader’s Guide is available in bound hard copy. It contains everything you’ll need to conduct an engaging learning event, from detailed instruction on how to prepare, lead and facilitate; a slide-by-slide instruction plan; a wealth of activity aids; and much more.

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This 61 page facilitator’s manual is packed with more helpful, easy to implement tips and guidance than most leader’s guides on the market. We’ve taken your busy schedule into account and created the kind of support you need to stay organized and on target to make your training event productive, engaging and memorable.

Your detailed Leader's Guide is laid out in three helpful sections:

  • Pre Show (step-by-step instructions before the event)
  • Show Day (step-by-step instructions during the event)
  • Post Show (spaced repetition suggestions to follow up the event)

How to Use It
You don’t have to be an expert to facilitate a Trainevision Learning TV Show™. But it’s our job to help you look and feel like one. So relax and use your Leader’s Guide as an information “download” of the subject matter at hand. All you need is inside the pages. Use it as a course facilitation resource. Use it to get a better understanding of how to train, why to train and how to make the learning stick. Use it to prepare your post event activities. If we’ve done our jobs properly, you will have learned something new, even if you are an expert.

To get more details on the best ways to use the Leader’s Guide, feel free to contact us at +1 800-842-2974.

The Customer Service Intelligence® Leader’s Guide contains everything you’ll need to conduct an engaging learning event.

  • Expert instruction on Customer Service
  • Clear learning objectives
  • A comprehensive “9-Stage” instruction plan
  • Agendas for facilitating 4-hr, full-day, and even 2-hr events
  • Detailed instruction on how to prepare
  • Helpful checklists
  • Detailed tips on leading and facilitation
  • Slide by Slide support for using your PowerPoint presentation
  • Engaging Activities, Discussion topics, and Role plays
  • Detailed activity aids
  • Tips on running the built-in “Awards Show”
  • Tips for Post show activities and learning reinforcement
  • Glossary of key terms

Customer Service Intelligence® addresses three main levels of customer service:

INTERNAL – Productivity increases when employees learn internal customer service skills through “Team Thinking.” Each learner will acquire the core team skills needed to serve each other with respect; which is the best way to develop genuine and long lasting external customer service skills. It’s based on the principal that customer service (good or bad) flows from the inside of an organization and out to its paying customers. The learning points are embedded in the acronym INSIDE.

INTERDEPARTMENTAL – Every organization benefits from interdepartmental customer service skills developed through “Systems Thinking.” Your learners will learn the importance of their department’s performance within a holistic system; thus improving the customer service they provide other departments within the organization. The key learning points are taught through the acronym TAG TEAM.

CRISIS MANAGEMENT – Empathy and grace are necessary qualities for all teams that desire the “turn around” skills needed to recover from bad customer service situations. Your teams will learn compassion under pressure, and gain confidence through “Solutions Thinking.” Once they learn how to take the heat of a crisis situation, the everyday service encounters will be a breeze. The acronym HOT SEAT is used to advance the learning points.

Buy our high quality 4-color digitally printed Leader Guide if you want to make a good impression while conducting the Learning Show, or if you just want to save on printer toner and paper. Whatever the reason, your printed Leader’s Guide will not disappoint.

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