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]
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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.
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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.
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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