Part 2 Conduct 'Training Needs Analysis' for your staff identifying areas in customer service delivery where their skills or knowledge may not be to company standards. Part 3 Design a brief Training Session which you could deliver to coach your staff in one area of customer service standards, which may be required. Scenario Chosen: Plan the coaching: Make the trainee feel at ease: Explain the task: Demonstrate: Seek feedback: Trainee Practice: Follow up: Evaluation: Written material for the trainee