Customer Service Training Module - 4032 Words

INTRODUCTION The Customers Service workshop is designed to teach companies how to deliver high levels of customer satisfaction based on people skills vs. technical skills. Technically oriented persons too often become so focused on providing a technical solution that they overlook the human side of the equation. This is a very common trait among support personnel who come to their position from technical or non-service backgrounds. The course teaches companies how to treat the customer as an important human being, an individual which is the most basic element of customer satisfaction. Companies find that effectively handling customers with problems is critical to their reputations as well as their bottom lines. When customers complain†¦show more content†¦9:45-10:00 ACTIVITY/ICEBREAKER Expectation Icebreaker Required: less than fifteen minutes timeframe This combines introductions with a sharing of expectations. The survey results provide valuable information for course planning or possible modification. The following are samples of questions that will open Pandora s box: -I want to learn to ... -I learn best when I m involved in the following activities: ... -My expectations of the facilitator are ... -My expectations of the other participants are ... -My contribution to this course could be ... Once everyone has responded, compile the data or, better, delegate this task to small groups. Assign separate groups to each of the questions and ask them to present their summary to the course group. 10:00-10:30 DISCUSSION PROPER: Module 1 Handling Customer Complaints • Customer complaints are a valued source of information. You need to have the feedback even if it s not that constructive. The great thing about someone complaining, is they are given you a chance to do something. What you have to do is impress them so they go to their colleagues with good news rather than bad. 10:30-11:00 GROUP ACTIVITY/WORKSHOP Mini role-play Procedures: 1. Agree on roles Agree among the group who will play the Seller or the Customer in each of the role-play situation. 2. Plan Take 5 minutes to plan the flow of theShow MoreRelatedSample Resume : Customer Service Essay1398 Words   |  6 PagesThe course title is Fabulous Customer Service. The course aim is to develop the trainees’ skills and behavior in order to provide excellent customer service. The course will enable trainees to give effective solutions to customer facing problems. Participants will also learn how to present a customer-friendly attitude at all times (Larkin). The course objectives are: 1. Identify the company’s customer service principles. 2. Explain customer service language and the importance of using it when speakingRead MoreSample Resume : Customer Service Training Proposal Essay1676 Words   |  7 Pages Customer Service Training Proposal For GetYourStuff.com 43 North East Street, Campbell Submitted to: Daniel Joseph Director-Customer Service Submitted by: Stephen Josh Team Lead-Customer Service Read MoreThe Css Will Be Trained790 Words   |  4 Pageshave to be trained in. The CSS will have be trained in providing and esure customer support to staff as well as customer. The CSS will also be trained in meeting and greeting department customer on the phone. The CSS will be trained in customer support, monitor staff, respect, tact, and desire to meet their needs. Final the CSS will be trained provide customer service so continuing treatment continual treatment to customers. 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