Section 1.
The three objectives that will guide this customer service training for call center employees will be as follows;
1. Desired outcome- By the end of the training, each employee should be able to effectively and satisfactorily handle diverse calls from varying range of customers of different social and economic backgrounds, providing the desired service or scaling up the customer need as would be necessary to the highest expectations of the customers.
2. Conditions under which the individuals are to perform – the training expects to equip the cal center employees to develop skills to work under some of the most strenuous conditions yet still keeping their cool and impacting the positive energy to the callers, offering a range of solutions to the callers and making follow-ups even in the most difficult customer demands.
3. Standards that define acceptable performance – the training aims at training the employees on the standards of operations, the ethics and the guidelines that define the contemporary customer care and equip them hands on skills to implement these standards.
The training will predominantly be practical skills based where role play and previously recorded calls will be used to train the team, to have them find the gaps in the calls and roles played by colleagues in line with the training that shall have been done. There will also be inclusion of text-book theories on customer training and these will be implemented in practical practice.
Section 2
To maximize the transfer of training, the approach that I will use will put emphasis on the following;
1. Active attention of the trainees- this will be achieved through ensuring random selection of members to contribute to the...
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