Forums   Reply   Statistics   Sign Up   Search   F.A.Q.    
Customer Service Manager Forum / Who's Who /


Author Message
#1   Posted: 16 May 2006 22:16

Assistance appreciated.
I have a mission that is to develop and deliver a training program for Customer Service as an extension to the training academy for front line colleagues.
Appreciate assistance for links/books/articles that you have gone through before .......

#2   Posted: 5 Jun 2006 14:38

Check out "The Big Book of Customer Service Training Games"... I know it sounds like the title of a goofy kids' book, but it has some decent exercises in it that are geared to get people involved.

Also, check out Ron Zemke's "Delivering Knock-Your-Socks-Off Service" and "Coaching Knock-Your-Socks-Off Service" - both books have some very sound principles.

Good luck!

Chuck Dennis
The Angry Customer Expert

#3   Posted: 7 Jun 2006 01:58

If u let me know exactly what u are looking for . like how many hrs, and what level u wish to cover...Can help u

#4   Posted: 7 Jun 2006 22:36

Chuck - thanks will explore these books. appreciate.
Masoodali - the program is offer an individual with soft skills and hardskills (culture, process, procedures, systems and etc.). Once an individual is recurit will go through an extensive training program (1-2 weeks) with the objective to have the individual take up the post with confidence and pasion to deliver. This ranges from fresh graduate to individuals with working experience for customer service job in operation, to job in customer management (i.e. program management).

#5   Posted: 11 Jun 2006 21:16

There are no of ways you can do
On soft skill side. what you can cover inculdes
1) Definiation of customer service
2) Why customer service matters.
3) Who are your customers
4) You can talk about fundemental elements that craet great service
Personal attentions, employee comtetence and promptness.
Thenu can cover skills
1) Attitude as a skills, self talk,
2)Communication verbal and non, inclduing listening and questions.
3) Patience and persistance
4) Postive lanaguage
5) How to manage customer expectation
6) Why handle angry customers, and how to handle them
feel free to ask if you need any more help

 Your answer Click this icon to move up to the quoted message

» Username  » Password 
Only registered users can post here. Enter your login/password correctly before posting a message, or register first.