Leolingham2000
Management Consultant
ShoOOonya
Student (mba) / Trainer
Jayavelk_mba
Recruitment
Reena
Assistant Manager
Nats
Working
Fritzie
Customer Support Representative
Alisha
Banker Hr Department

Hi all, I've to develop a proposal on customer service orientation. it has to be a 1 day program for all employees of all departments of the organization. could anybody suggest me what all to include in this proposal.
i've already developed the presentation. but the program has to be for 1 day(6-8hrs.) The presentation will last for maximum 1hr.
plz suggest me regarding development of this proposal. any suggestions would be valuable.
thanks
Reena
13th June 2005 From India, Mumbai
Some of the things that can be included....
  • 1. Role Play
    2. Case Study... picked up from the company itself
    3. FAQ by customers, their answers and how to deliver them..
    4. Importance and techniques of Stress management [CCEs require it]
This are some of the things that came to my mind....
with regards
Ajmal Mirza
13th June 2005 From India, Ahmadabad
thanks Mr.Azmal Mirza for ur reply. i guess i can develop the proposal centered around roleplays, case studies and interactive sessions maybe. thanx Reena
13th June 2005 From India, Mumbai
Hi Reena ....

Try to make the Orientation Session as Interactive adn Activity based as possible. Try to split the 1 hour presentation into logical modules of 15 to 20 minutes each and put some activities in between. You would agree that Loooong presentaions are not only boring but also put you to 'mast' sleeeep !!

Putting in rounds of relevant activities or role play games will liven up the participants and keep them alert. The theory following an activity highlighting that theory will make more sence and result in immediate absorption by the participants.

The Role Play as well as the Case Study could be converted into highly interactive acctivities by group formations, discussions adn then group presentations of 3 to 5 minutes.

Participants get to have their say adn they get the feeling of being a participant of the session rather than a mute listener.

Some fun and activities of few minutes thrown in between can also prove effective in a one day program esecially after lunch (when participants tend to feel pretty drowsy)

hey Reena .... if you dont mind ... may i ask about your experience in conducting training or such orientation sessions. !!

. . .shoOOonya . . .

I read Impossible as I M Possible !
14th June 2005 From Switzerland, Geneva
hi shoOOonya,
thanx for ur suggestions.
i've thought of some role-plays for the purpose. could u plz suggest some other activities for this which can cheer up the audience :?:
and as far as my experience in conducting training goes, u may be surprised to know that i'm pursuing mba n currently doing my summers in airtel. this proposal regarding customer service orientation was given by my boss apart from my project.
my project is quite tough. the topic is 'measuring ROI of employees training'. if u find anything related to that too, then plzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz do forward it to me.
thanx
bye
Reena
14th June 2005 From India, Mumbai
Hi Reena ...
Nice to know about your summers topic .... Its really tough ....
Putting the Qunatitative angle to a perceptive thing such as training and measuring its ROi ... whew ... quite a challenge ....
In case you can ... do share the sharable sections of your project report with me ... I would reallly appreciate that.
As for other activities , i will try to look into some ... will post them as and when i get in the next couple of days.
I have just completed my MBA from NITIE , Mumbai and joined Satyam Computers as a Consultant.
You can call me in late evenings on my cell 9892606610 and we could take the discussion further on the session ...
All the Best !!
. . . shoOOonya . . .
I read Impossible as I M Possible !!
14th June 2005 From Switzerland, Geneva
Hi Reena!
I think that they have already given you good tips on the customer service orientation. So what I would give you now is for your project on "measuring ROI of employees training."
Here are some links related to the topic:
http://clomedia.com <link updated to site home>
http://thinq.com <link updated to site home>
http://www.fastrak-consulting.co.uk/...roi/tngroi.htm
http://www.cete.org/acve/docgen.asp?tbl=mr&ID=106
http://www.cio.com.au/index.php?id=1318521014
I hope this helps. :)
14th June 2005 From Philippines, Makati
thnx shoOOonya n Fritzie for ur valued suggestions.
the links u sent Fritzie r quite helpful. but the main problem i'm encountring is the practical implementation.
anyways currently i'm busy with my project synopsis.
i've got a variety of info regarding the various theoritical models of ROI measurement. i'm working on devising a practical way of the Kirkpatrick model coz that is the most popular model for ROI.
any suggestions.................................??
Reena
14th June 2005 From India, Mumbai
CUSTOMER SERVICE ORIENTATION

Some hints for the orientation programme.

For a full day programme, a range of activities would help to

keep the tempo high.

-lecture sessions.

-self testing exercises

-real life case discussions

-simple simulation games [ groups]

-role plays

-videos [ if you can manage videos from VIDEO ARTS ]

from local agents]

==============================================

The lecture could be split into 4 elements, spread over

the day, 2 in the morning session / 2 in the noon session.

It is very difficult to keep people interested / awake

through the day , especially in the afternoon session.

The programme should be , focused on learning practical

skills, of a workshop nature. That is, the participants

will be involved and will participate in problem solving,

practical cases and developing real life tactics to implement

on the job on their return.

===============================================

Right from the beginning, the participants should get

involved - interactive.

*Group the participants into two's

-ask them to discuss for 5 minutes -their understanding

of customer service and their expectations from this

programme.

-ask each group --present their findings.

-put up the highlights on a flip chart.

This would liven up the proceedings / give a kick start.

AT THE END OF THE DAY, YOU CAN GO OVER

THE FLIP CHART POINTS / REINFORCE YOUR

POINTS.

===============================================

In customer service training, one training is never sufficient.

It needs a continual programme of refresher courses.

Here are few

-customer perceptions and expectations

-internal / external customers

-building customer relationships

-listening effectively

-asking questions for clarifications

-managing difficult customers

-handling complaints

-handling conflicts

-building customer loyalty

etc

HOPE THIS IS USEFUL TO YOU

regards

LEO LINGHAM
15th June 2005 From India, Mumbai
I came across something that measures quality of the service. the name of the instrument is SERVQUAL (SERVice QUALity). You can also take a seminar on that topic which will be helpful in extending your presentation.
with regards
k.jayavel
15th June 2005 From India, Madras
thanx Mr.Leo Lingham & jayavel,
your suggestions were real helpful. in fact i've included 2 activities from that.
as far as SERVQUAL is concerned, i think it should not be included in this workshop since the workshop is for employees of all departments, so it should be general & not specific on an instrument.
anyways, thanx a lot for your help.
Reena
16th June 2005 From India, Mumbai
hey why dont u also organise a role play or work shop where in the employees can use the information u have mentioned in your presentation that way ur also sure that people have been listening and they have understood ur presentation and any mistakes or mis understandings can be corrected. Thus the right Message should definitely get across
hope it goes well
Best of Luck
hey do let me know what u've done k
16th June 2005 From India,
hi nats,
i've already included roleplays in my workshop.
the basic events which i've planned are presentation, interactive activities, role plays and case studies.
does anyone know about any videos on this topic which r free to download from net. if so, plzzzzzzzzzzzzzzzzzzzzzz send the links to me.
thanx
Reena
16th June 2005 From India, Mumbai
hi its me alisha,
I've to develop a proposal on customer handling in a bank it has to be a 1 day program for all employees of all departments of the organization. could anybody suggest me what all to include in this proposal.
i've already developed the presentation. but the program has to be for 1 day(1rs.) The presentation will last for maximum 1hr.
plz suggest me regarding development of this proposal. any suggestions would be valuable.
thanks
Alisha :o [/quote]
6th May 2006 From Pakistan, Karachi
ALISHA,

I am aware , that you have already finished your preparation

for the presentation.

I have few suggestions, as the program is 1 hour,

-make it a question / answer session, as shown below.

-in three minutes, give a course overview

*subject contents

*learning outcomes

-few feedback will be useful.

-to keep the participants active, ask questions.

-best performer gets a small token gift

-for the next 3 months [ every month], hold

a written quiz program, with a number of prizes.

THIS IS NECESSARY, AS FOLLOW UP, OTHERWISE,

ALL WILL BE FORGOTTEN WHEN THEY LEAVE THE

LECTURE.

-GIVE EVERY PARTICIPANT A WRITTEN MATERIAL

NOTES WITH HIGHLIGHTS.

============================================

================================================== =========

WHO ARE YOUR CUSTOMERS

-internal / external customers

---------------------------------------------

customer perceptions

HOW DO YOUR CUSTOMERS PERCEIVE YOUR BANK

--------------------------------------------------------------------

customer expectations

*What is your Customer expectations

-----------------------------------------------------------

real needs of your customers

*What are the critical needs of your customers

------------------------------------------------------

• Defining excellent service

WHAT DO YOU MEAN BY EXCELLENT CUSTOMER SERVICE?

----------------------------------------------------------------------------------

• Trends in customer service

WHAT ARE THE CURRENT TRENDS IN CUSTOMER SERVICE?

----------------------------------------------------------------------------------

* Your banks customer service model.

• What is the model of your customer service

------------------------------------------------------------------

*Your bank's customer service process.

•What is your customer service process ?

--------------------------------------------------------------------------

*Customer service factors

WHAT ARE THE CUSTOMER SERVICE FACTORS?

[reliability/confidence/helpfulness/efficiency/timeliness/completeness

and personal interest]

-------------------------------------------------------------------------------

*Reasons for losing customers

WHY DO WE LOSE OUR CUSTOMERS ?

----------------------------------------------------------------------------------

• Service delivery is important for good customer service

WHY DO YOU THINK SO ?

----------------------------------------------------------------------------

*Customer service professionalism

WHAT DO YOU MEANS BY PROFESSIONALISM?

[competence / confidence/confidentiality/courtesy

---------------------------------------------------------------------------

-listening effectively

*what does this mean?

--------------------------------------------------

-asking questions for clarifications

*why should we ask questions?

---------------------------------------------------

-managing difficult customers

HOW DO WE MANAGE DIFFICULT CUSTOMERS?

-----------------------------------------------------------

-handling complaints

HOW SHOULD WE HANDLE CUSTOMER COMPLAINTS?

-----------------------------------------------------------

-handling conflicts

HOW SHOULD WE HANDLE CONFLICTS WITH CUSTOMERS?

--------------------------------------------------------------------

-customer focus and customer value

*How to create customer focus and customer value

---------------------------------------------------------------------------

-building customer loyalty

HOW CAN WE BUILD / DEVELOP CUSTOMER LOYALTY?

----------------------------------------------------------------------------

-customer satisfaction

*how can we increase your customer satisfaction level?

==========================================

REGARDS

LEO LINGHAM
6th May 2006 From India, Mumbai
Hi Alisha, If u want, i can send the proposal which I developed last year on "Customer Service Orientation" for Airtel employees; for which i started this thread.... Regards, Reena
11th May 2006 From India, Mumbai
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