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Customer Service Representatives’ Training Program Report


Introduction

Our daily interactions with Customer Service Representatives (CSR’s) influence our lives. CSR’s are essential to each business. It’s crucial to ensure that CSR’s personnel possess exceptional dispositions required to uphold the caring attitude. Furthermore, such dispositions enable effective decision making. Indeed, CSR’s should show attentiveness and concern while assisting clients (Lawson, 2002). Most importantly, CSR’s personnel must assure their clients that they possess the competence and responsibility required to resolve customers’ predicaments. Indicatively, CSR’s personnel require appropriate training to gain the skills required for active customer care services provision. This paper discusses a training program together with activities designed to deliver relevant skills to the CSR’s personnel.

A training program for CSR’s personnel is an ongoing process conducted yearly. The training is applicable in a two-day workshop. It has four learning goals that focus on communication, public relations, personal and interpersonal skills. These training areas are crucial for effective helping tasks (Lawson, 2002). Notably, the training program should highlight these goals. It should include simulating scenarios that CSR personnel encounter in their everyday lives through role-plays. The program targets twenty of CSR’s personnel. They are targeted because training a few people increases the effectiveness of the initiative. Furthermore, the financial allocation made by the firm for this project can support the training of twenty customer care personnel.

The seminar is aimed at re-emphasizing the duties of the CSR team and the value placed on them. Indicatively, their conduct and performance give an impression on the culture of the firm (Blanchard &Thacker, 2010). Therefore, the firm places a high value on the growth and individual development of the team. Trainees have the opportunity to interact with experts during the seminar. Evidently, trainees will easily comprehend the dynamism of customer service. A summary of the workshop instructional strategy is provided in table 1. The strategy encompasses different aspects of the seminar, including training content, objectives, learning goals, and learning points. Furthermore, the strategy presents applicable training methods, instructional media, and desirable workshop room set up (Blanchard &Thacker, 2010).

Training Program and Instructional Strategy for Customer Service Representatives (CSR’s) Workshop.
Name of Program:Customer Service Representatives Workshop
Location: Bella Vista Accommodation and Conference Center
Classroom Configuration: the training will take place in a single main conference hall with seats arranged at the center taking a U- shape. A space is provided for role play and simulation activities. Two breakaway rooms are also provided for group discussions.
Evaluation: Measuring theextent to which the CSR team understands the learning goals is conducted before the training.
Time Topic Learning Objective Learning Points Method
Day 1
8:00-9:00
(1 hr.)
Trainers:
Various
Introductions (welcoming the CSR team; developing workshop ground rules using participatory approaches, reviewing the agenda, etc.)
Module 1: Introduction to customer service
  • Interactive conversation to stimulate the trainees to start thinking about customer service
Guided discussion
9:00-12:00
(3 hrs.)
Trainers:
Various
Module 2: Introduce the firm’s approach to customer service including maximum and minimum standards
  • Take participants through the company profile including mission & values, competitive strategy, significance of customer service, and role of CSR team
Lecture/ discussion and appropriate video footage
1:00-4:00
(3 hrs.)
Trainers:
Various
Module 3:
Appropriate communication skills
  • Lead a discussion on different communication skills focusing on clients
  • Clients communications standards
  • Active listening
  • Skills for oral communication
  • Knowledge of the firm and its products
Interactive Lecture methods
Show video clips
Simulation and role play
Day 2
8:00-11:30
(3.5 hrs.)
Trainers:
Various
Module 4: Public relations skills
  • Introduce public and international relations, recognize different approaches to promoting public relations, and clearly show the applicability of public relations in customer care
  • Presentation
  • brainstorming individually and in groups,
  • present a public relations scenario in a role play
Participatory discussions, lecture methods, show public relations video clips, dramatizing a public relations scenario
12:30-2:00
(1.5 hrs.)
Trainers:
Various
Module 5: Interpersonal and personal skills and customer care
  • introduce internal skills and their advantages
  • Show how interpersonal skills affect public relations; show the applicability of personal and interpersonal skills in caring for the clients, invite experts to share their ideas.
  • Re-emphasize the skills using learning points from public relations, discussions in groups, presentations, and role play on effective and effective personal and interpersonal skills
Participatory, lecture methods, showing video footage of bad and good personal and interpersonal skills in customer service, role play

Training Methods

Evidently, the training methods used in the workshop aims at achieving the learning goals. The interactive discussion used in module 1 promotes critical thinking about customer service provision. Interactive conversations also create a comfortable atmosphere among participants. Lecture method, appropriate video footage, and role play are applicable in module one and two. Lecture methods will be used to introduce the modules. Appropriate video recordings are also shown to invoke participants’ thoughts about the training themes.

Space will be created in the room to enable the participants to perform their role plays. The role will focus on the worst-case and best-case scenarios between CSR’s and clients. The participants will also discuss the learning points during breakaway rooms and later present their deliberations (Gitman & McDaniel, 2009). CSR’s experts will interact with the participants and provide them with insights about the dynamism of customer service. They will also suggest appropriate adaptation tactics.

Role-Play Scenarios

The training uses handouts designed to highlight different role-play scenarios. The handouts are presented in Tables 2 and 3. The trainees will model and perform role plays in groups to depict their daily work experiences. Notably, trainees will perform diverse roles, including CSR’s team and clients (Knapp, 2011). The modeled role plays are intended to reflect issues presented under the modules. Trainers will facilitate role-plays in order to note important points for discussions. They will debrief the trainees about issues and concepts emerging from the role plays. Indicatively, trainers will enable participants to comprehend links between emerging issues and customer care experiences.

The scenario represented in table 2 below shall be introduced when handling module 3 (Blanchard &Thacker, 2010). It is intended to enable trainees to note the most appropriate and applicable communication skills in client and CSR’s working relationship.

Table 2. CSR’s and Client Communication Skills Role Play Handout.
Role Play: Promoting effective communication skills between CSR’s and clients
Scenario:It is a Monday morning. You have just been quarreled by your line manager about a client who has complained that you talked to him rudely the previous time he was at the firm. You are almost crying in the presence of your manager. The manager sends you to go back to your desk. As you sit at desk while sobbing, a client walks straight to your desk.
Participant’s Task:Prepare and present a role play depicting a worst case scenario and the best case scenario on how to communicate with and handle the client considering your current emotional status.
Observers’ Task:Kindly note down whether the role play depict the following communication skills
  • Friendly Greeting
  • Attentiveness
  • Jovial facial expression
  • Maintaining eye contact
  • Patience
  • Knowledge of product the client is enquiring about
  • Professionalism
  • Engaging and probing the client
  • Closing the helping task positively
  • Thank the client and ask him to visit again next time

The table (3) below shows a second scenario, which is intended to provide trainees with an opportunity to present a role play about personal and interpersonal skills.

Table 3. Personal/Interpersonal Skills Role Play Handout
Role Play: Effective personal and interpersonal skills
Scenario:A client has just walked to your desk. The initial conversation is highly professional. However, the client begins to make personalized statements with sexual connotations.
Participant’s Task:Prepare and present a role play on how to handle clients who make sexual advances while you are helping them at your desk.
Observers’ Task:Kindly note whether or not the role play depict the following skills.
  • Clear communication
  • Maintaining respect
  • Changes in attitude
  • Listening skills
  • Professionalism
  • Task orientation
  • Summarizing

The issues and concepts covered in the workshop provides CSR’s team with appropriate and applicable skills required to deliver quality customer care services.

Conclusion

Provision of appropriate client care services is crucial in organizations. Evidently, firms require customer service representatives (CSR’s) who possess relevant skills, experience, and knowledge. Training CSR’s workforces is very crucial for a firm intending to provide quality helping services to their clients. Training CSR’s personnel is a continuing process normally taking two days yearly. The training aims to achieve four learning goals including communication, public relations, personal, and interpersonal skills. The learning goals are delivered through training modules. The training program also includes instructional strategies such as lecture methods, discussions, video footage, group work, and role plays among others.

References

Blanchard, P. N., &Thacker, J. W. (2010). Effective training: Systems, strategies, and Practice. Boston, MA: Pearson Learning Solutions.

Gitman, L. J., & McDaniel, C. D. (2009). The future of business: The essentials. Mason, OH: South-Western Cenage Learning.

Knapp, D. (2011). A guide to customer service skills for the help desk professional. Boston, MA: Course Technology Cengage Learning.

Lawson, K. (2002). New employee orientation training. Alexandria, Virg: ASTD Press.

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IvyPanda. (2021, February 12). Customer Service Representatives' Training Program. Retrieved from https://ivypanda.com/essays/customer-service-representatives-training-program/

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IvyPanda. "Customer Service Representatives' Training Program." February 12, 2021. https://ivypanda.com/essays/customer-service-representatives-training-program/.

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IvyPanda. 2021. "Customer Service Representatives' Training Program." February 12, 2021. https://ivypanda.com/essays/customer-service-representatives-training-program/.

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IvyPanda. (2021) 'Customer Service Representatives' Training Program'. 12 February.

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