Instructional Plan and Presentation

Michelle Jones

CUR/516

March 9, 2015

“Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s

how we follow through for the customer. It’s how we make them feel when they do business with us.” – Shep

Hyken

How do you improve your customer experience?

What we know about Customer Service

The average unhappy customer will tell eight to 16 people about it.

It costs five times more to attract a new customer than to keep a current one.

If you make an effort to remedy customers' complaints, 82-95 percent of the customers who made them will stay with you.

Determining Employee Qualifications

Ensuring that you have the best-qualified employees in your customer-facing job positions is vital to good customer service.

Individuals with poor communication skills or a negative attitude would seem unlikely candidates for close customer contact.

Make sure that your customer service representatives reflect the same expectations as your organization.

Sir Francis Bacon famously said, "Knowledge is power."

Phase I

Title:

Call Center-Confidence and Professionalism

Course Description:

Learn Strategies to improve job performance as well as improve

customer service and call center best practices, connecting customers, and

handling difficult customers

Phase I Continued:

Target Audience:

Call Center Staff

Managers

Individual Contributors

Team Leads

High School

Diploma

Some College

Associate’s Degree

Master’s Degree

Bachelor’s Degree

Computer Skills Software

programs

Tech Savvy

Delivery Modality and Length

Caresource University

(Classroom1)

4.0 Hours

Training Goals

Employees will continuously improve the quality of customer interactions.

Employees will develop grater understanding of their own behavior and explore the effect of authentic conversations.

Phase IICustomer care advocates will:

Analyze 5 video clips that demonstrate successful and unsuccessful customer service calls and work with partner to rewrite the unsuccessful scenario to become a successful customer service interaction.

Provide a correct and timely response to a customer inquiry during in-class simulations three times without error.

Objectives

Explanation of objectives1. Video clips help customer care

advocates learn how to anticipate customer needs.

2. Simulations offer a control environment in which the customer care advocates can develop critical thinking skills and build self-confidence.

3. Collaborative learning allows an active exchange of ideas between customer care advocates and promotes critical thinking.

Strategies and activities

Lectures Discussion Collaboration

Technology Needed

Youtube Videos

Simulation game

Phase III

First Hour: learn techniques for success and strategies for customizing their service

Second Hour: discuss all aspects of providing warm, sincere, and reliable service over the telephone

Third Hour: learn how to interact effectively with

customers who are angry, distraught, scared or even manipulative

Fourth Hour: teaches how to leave a positive, lasting impression with those

served

IT Facility

Instructor

Admin

Involved Parties

Resources and Materials

Room with desks and Chairs

Training Manuals

Internet Access Power Point Slides

Computers for all participants

Instructor Guide

Projector Pens and Markers

White Board Name Plates

Implementation

Required Training Automatically posted to employees transcript Registration accessed through intranet online

registration

Training assessments

Summaries and Reflections

Stop and reflect Make sense of what was heard

or read Gain from personal meaning

from learning experiences

Collaborative Activities

Move and/or communicate with others

Develop and demonstrate understanding of concepts t

Phase IV

Evaluation

Call Center Evaluation Form

Reference

Ferri-Reed, Jan (2011). Driving Customer Service Excellence. The Journal for Quality and Participation, 33.4, 30-32.