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"...This is an excellent program. I'm so glad that I stumbled on to this when researching for task management programs. Very low learning curv, quite flexible, and the price is right. Tried at least 20 other programs, either too complicated, too expensive, or poor documentation..."
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Customer Service Training Checklist


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Customer Service Training Checklist This Customer Service Training Checklist gives a number of tasks that you can do step by step to develop a training programme and plan for training sessions. It will be helpful for department heads, managers and other people who take care of developing competencies and skills of employees involved in providing customer service.

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  1. Define Success of Your Training Programme.
    • Have clear expectations and results to be obtained at programme completion.
    • Set objectives for the programme.
    • Make a definition of success for your training endeavor.
    • Let your employee figure out your definition and understand what success looks like.
    • Quantify measures of success. For example:
      • Satisfaction (as a manager you’re satisfied with results your employees gained after training).
      • Goal achievement (goals and objectives of your training programme has been achieved).
      • Improvement (there’re some improvements to be applied to your custom service after the training process is finished.)
    • Provide these measures to employees as major goals they must accomplish during and at the end of the training process.
  2. Define Key Principles for the Programme.
    • Every single customer is treated as special.
    • A customer service employee always respects your company’s customers, regardless of how this employee is treated by the customers.
    • Prioritization is used to handle multiple requests.
    • A customer service employee always tries to anticipate what a customer needs in order to provide a better service.
    • Customer service is provided on a continuous basis, from the very beginning to the end of every transaction.
    • Professional and courteous behaviors are used at all times.
    • A customer service employee always listens to a customer and tries to do his/her best to meet the customer’s needs.
    • A customer service employee promises to satisfy a certain need only if he/she is completely assured the promise can be made.
    • A genuine understanding and care are always used to figure out what a customer requests.
    • Every customer’s question is always answered, without exception.
    • Customer complaints are always handled with courtesy.
  3.  Communicate the Programme.
    • Create your programme in the form of an action plan that specifies key activities and tasks for achieving success.
    • Share this document between employees involved in providing customer service.
    • Be sure your employees know what you expect to get after the programme is realized. For example, you can use a meeting as a good way to communicate the programme and tell your workers about upcoming training.
    • Set start date, finish date and duration for the training process.
    • Choose location where training sessions will be arranged.
    • Be sure your workers are aware of all this information.
  4.  Provide Tools and Material Necessary for Training.
    • Provide your workers with software and hardware tools required for customer service training. For example, these tools include:
      • Special software dedicated to creating and sharing various training materials.
      • Presentation management software and slideware.
      • Graphic design applications.
      • Computers, laptops, headsets, microphones.
      • Cell phones, Pocket PCs, Blackberry.
      • Black boards and white boards.
    • Consider organizing additional training workshops and seminars to help your trainees as well as trainers to learn how to use software/hardware tools.
    • Provide your employees with necessary teaching material. For example:
      • Books and manuals.
      • Guides describing how to handle common situations and scenarios.
      • Examples of the best behaviors.
  5.  Plan Scenarios for Training Sessions.
    • Describe roles for common situations.
    • Create a list of the most challenging situations ...

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