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

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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

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

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
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 !

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

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 !!

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. :)

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

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

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


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