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Author thresa75
#1 | Posted: 13 Apr 2008 10:56 
i have a new human resources manager who wants me to give a customer service training to the front desk officer and all management staff. What topic would cut across and be indepth... kindly assist. I have 1 week to do this...

Author TariqZain
#2 | Posted: 14 Apr 2008 05:28 
Dear Thresa,

You have many training to give them as front office staff.

1- Soft skills.
2- Call Center Presentation.
3- Product & Services (For your company)
4- Call Center Protocal.
5- Call Center Process.

If they aren't, you can give them a training in:

1- Call Center Staffing.
2- Call Center Process (more detalied than the front line).
3- Customer Service interaction.
4- How you can hire a call center staff.

And more .....

If you need any thing just ask ....

Tariq ... :)

Author Dan1c
#3 | Posted: 16 Apr 2008 00:00 
I would go with customer satisfaction vs customer expierience
and the reason for the shift and why the process needs to be followed throughout. Harvard has a nice review that would help.It would at least get the entire organization on the same page.

And may even get you a bigger budget.

Author kirklott
#4 | Posted: 18 Apr 2008 15:30 
For a quick session that covers the essentials, you can watch this customer service training video.

-Welcome: immediately greet customers in a friendly and professional manner
-Hear: ask customers how you can help, and listen carefully
-Accomplish: own the issue and take action until customers' needs are satisfied
-Thank: thank the customer and invite them to return

W.H.A.T. is great customer service!

Author lmwcnq5
#5 | Posted: 21 May 2008 07:57 
Do you know the name of the Harvard Business Case?

Author susaneco
#6 | Posted: 24 Jun 2008 15:22 
will be working in a bank very soon and my department is customer care and i need materials and the basic training so that i can be outing thanks.

Author ayaree
#7 | Posted: 24 Jun 2008 18:21 
Susan, do you mean you are entering a new company (it's a bank) and they are looking to you to polish up some skills and processes that need leadership to steer it? When you say outing, that looks like a word that got clipped off, did you mean you want to be outstanding in your results?

Your message sounds like you are starting a new job and want to be supplied with all that you need to print out and present copies of it to the employees that will be in your team. (That's the extreme/lazy interpretation of what you are presenting as a question. Maybe you want to compare ideas from others and include their spices in the recipe you will ultimately bring to this place?)

I have seen posts with similar wording maybe a dozen times, and I confess I am not sure I get the actual gist, when someone says "I have to do this in a week and I need it all from the ground up, and here is a period at the end of my sentence to help you think it over, please send it to me."

I am not in banking, but I am very interested because I am involved in setting up contact centres or project management for new industries I am not schooled in all the time, and then providing people that will present themselves to customers as though they are a part of the external organization we are supporting all the time. Doer of lots, expert in none; fantastic people galore. That's what I specialize in.

Susan, you are starting at a bank very soon and you are in what sounds like a kind of ramp-up mode. Is there a chance you can flesh out what you are looking for again. I'd like to either chime in or let someone better suited to banking and basic training in a banking context to do so.

Thanks a lot.

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