Hello Professionals
I'm working at a transportation company & i have 520 employees divided to:
Managers ,Drivers ,Reservation Officers,Hostess &Technicals (Maintenance)
Most of them are working in shifts ..
I'm just wondering what is the best way to manage these employees & arrange the training schedule for them per Dep.
From Jordan, Amman
I'm working at a transportation company & i have 520 employees divided to:
Managers ,Drivers ,Reservation Officers,Hostess &Technicals (Maintenance)
Most of them are working in shifts ..
I'm just wondering what is the best way to manage these employees & arrange the training schedule for them per Dep.
From Jordan, Amman
Dear Yasmin Abubaker
Before i provide you training schedule for your employees, i would like to know about the training modules along with duration, that you wish to deliver to your employees.
In Excel sheet, kindly do provide the list of employees(category wise), shift basis. Will derive a schedule in favour of your employees.
With profound regards
From India, Chennai
288Before i provide you training schedule for your employees, i would like to know about the training modules along with duration, that you wish to deliver to your employees.
In Excel sheet, kindly do provide the list of employees(category wise), shift basis. Will derive a schedule in favour of your employees.
With profound regards
From India, Chennai
Dear Mr. Yasmin A,
On the training part-
1)
Its important to cover the below titles in your schedule -
Date, Time, Venue, Presenter's name and designation, title of the topic to be covered
2)
Split all the employees in batch wise based on the shifts, send them the schedule.
It would be convenient if you schedule the programs according to their designations batch wise.
Let me know if you would need further any more information on the same.
Regards,
Pinky.
From India, Madras
On the training part-
1)
Its important to cover the below titles in your schedule -
Date, Time, Venue, Presenter's name and designation, title of the topic to be covered
2)
Split all the employees in batch wise based on the shifts, send them the schedule.
It would be convenient if you schedule the programs according to their designations batch wise.
Let me know if you would need further any more information on the same.
Regards,
Pinky.
From India, Madras
Hi everyone
Thankyou to all those who have responded and provided me help when i started.
Likewise, I am also unable to provide any input on my part as i am also new and am slowly finding my way around,jobwise.
With help, I am prepared to do my first training on customer service with ten people.
I am now in need of your help.I have 12 modules in my Customer Care Training Manual.
Module One: Getting Started --------------------------------------------------------------------
workshop objectives
Pre-lesson Questionare
Module Two: Who We Are and What We Do ------------------------------------------------------------
Who Are Customers? (internal/external) ----------------------------------------------------------
What is Customer Service?
Who Are Customer Service Providers? ------ ----------------------------------------------------------
Module Three: Establishing Your Attitude ----------------------------------------------------------------------
Appearance Counts! -----------------------------------------------------------------------------------------
The Power of a Smile ----------------------------------------------------------------------------------------
Staying Energized ----------------------------------------------------------------------------------------
Staying Positive ----------------------------------------------------------------------------------------------
Module Four: Identifying and Addressing Their Needs ---------------------------------------------------------
Understanding the Customer's Problem -------------------------------------------------------------------
Staying Outside the Box ----------------------------------------------------------------------------------------
Meeting Basic Needs --------------------------------------------------------------------------------------------
Going the Extra Mile ---------------------------------------------------------------------------------------------
Module Five: Generating Return Business -----------------------------------------------------------------------------
Following Up ---------------------------------------------------------------------------------------------------------
Addressing Complaints ---------------------------------------------------------------------------------------------
Customers Bill of Rights --------------------------------------------------------------------------------------------
Turning Difficult Customers Around ----------------------------------------------------------------------------
Module Six: In-Person Customer Service ----------------------------------------------------------------------------------
Dealing With At-Your-Desk Requests ------------------------------------------------------------------------
The Advantages and Disadvantages of In-Person customer service ------------------------------------
Using Body Language to Your Advantage ---------------------------------------------------------------------
Module Seven: Giving Customer Service over the Phone -----------------------------------------------------------
The Advantages and Disadvantages of Telephone Communication ---------------------------------------
Telephone Etiquette ----------------------------------------------------------------------------------------------
Tips and Tricks ---------------------------------------------------------------------------------------------------
Module Eight: Providing Electronic Customer Service --------------------------------------------------------------
The Advantages and Disadvantages of Electronic Communication ----------------------------------------
Understanding Netiquette ----------------------------------------------------------------------------------------
Tips and Tricks -----------------------------------------------------------------------------------------------------
Examples: Chat or e-mail -----------------------------------------------------------------------------------------
Seven (7) Essential Tips for Email Communication -----------------------------------------------------------
Examples: Chat or E-mail -----------------------------------------------------------------------------------------
Module Nine: Recovering Difficult Customers ---------------------------------------------------------------------------
De-Escalating Anger -------------------------------------------------------------------------------------------------
Establishing Common Ground ---------------------------------------------------------------------------------------
Setting Your Limits ----------------------------------------------------------------------------------------------------
Managing Your Own Emotions --------------------------------------------------------------------------------------
Module Ten: Understanding When to Escalate -------------------------------------------------------------------------------
Dealing with Vulgarity ---------------------------------------------------------------------------------------------------
Coping with Insults ---------------------------------------------------------------------------------------------------------
Dealing with Legal and Physical Threats -------------------------------------------------------------------------------
Module Eleven: Ten Things You Can Do To WOW Every Time ----------------------------------------------------------
Ten Tips --------------------------------------------------------------------------------------------------------------
Module Twelve: Wrapping Up ------------------------------------------------------------------------------------------------
Words from the Wise -------------------------------------------------------------------------------------------------
WORKSHOP OUTCOMES
To be able to;
• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers’ need
• Use outstanding customer service to generate return business
• Build good will through in person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Deal with difficult customers
Is there anyone who can provide me a Powerpoint presentation on the customer care training modules and, the training schdule for a two day training that is to be conducted.
I am given the deadline to present all these by next Monday and would greatly appreciate if someone can respond to me via my email which is
within the next 24 hours if that is possible
Thankyou in advance
Kind Regards
Issabella
Kind Regards
Issabella
From Papua New Guinea
Thankyou to all those who have responded and provided me help when i started.
Likewise, I am also unable to provide any input on my part as i am also new and am slowly finding my way around,jobwise.
With help, I am prepared to do my first training on customer service with ten people.
I am now in need of your help.I have 12 modules in my Customer Care Training Manual.
Module One: Getting Started --------------------------------------------------------------------
workshop objectives
Pre-lesson Questionare
Module Two: Who We Are and What We Do ------------------------------------------------------------
Who Are Customers? (internal/external) ----------------------------------------------------------
What is Customer Service?
Who Are Customer Service Providers? ------ ----------------------------------------------------------
Module Three: Establishing Your Attitude ----------------------------------------------------------------------
Appearance Counts! -----------------------------------------------------------------------------------------
The Power of a Smile ----------------------------------------------------------------------------------------
Staying Energized ----------------------------------------------------------------------------------------
Staying Positive ----------------------------------------------------------------------------------------------
Module Four: Identifying and Addressing Their Needs ---------------------------------------------------------
Understanding the Customer's Problem -------------------------------------------------------------------
Staying Outside the Box ----------------------------------------------------------------------------------------
Meeting Basic Needs --------------------------------------------------------------------------------------------
Going the Extra Mile ---------------------------------------------------------------------------------------------
Module Five: Generating Return Business -----------------------------------------------------------------------------
Following Up ---------------------------------------------------------------------------------------------------------
Addressing Complaints ---------------------------------------------------------------------------------------------
Customers Bill of Rights --------------------------------------------------------------------------------------------
Turning Difficult Customers Around ----------------------------------------------------------------------------
Module Six: In-Person Customer Service ----------------------------------------------------------------------------------
Dealing With At-Your-Desk Requests ------------------------------------------------------------------------
The Advantages and Disadvantages of In-Person customer service ------------------------------------
Using Body Language to Your Advantage ---------------------------------------------------------------------
Module Seven: Giving Customer Service over the Phone -----------------------------------------------------------
The Advantages and Disadvantages of Telephone Communication ---------------------------------------
Telephone Etiquette ----------------------------------------------------------------------------------------------
Tips and Tricks ---------------------------------------------------------------------------------------------------
Module Eight: Providing Electronic Customer Service --------------------------------------------------------------
The Advantages and Disadvantages of Electronic Communication ----------------------------------------
Understanding Netiquette ----------------------------------------------------------------------------------------
Tips and Tricks -----------------------------------------------------------------------------------------------------
Examples: Chat or e-mail -----------------------------------------------------------------------------------------
Seven (7) Essential Tips for Email Communication -----------------------------------------------------------
Examples: Chat or E-mail -----------------------------------------------------------------------------------------
Module Nine: Recovering Difficult Customers ---------------------------------------------------------------------------
De-Escalating Anger -------------------------------------------------------------------------------------------------
Establishing Common Ground ---------------------------------------------------------------------------------------
Setting Your Limits ----------------------------------------------------------------------------------------------------
Managing Your Own Emotions --------------------------------------------------------------------------------------
Module Ten: Understanding When to Escalate -------------------------------------------------------------------------------
Dealing with Vulgarity ---------------------------------------------------------------------------------------------------
Coping with Insults ---------------------------------------------------------------------------------------------------------
Dealing with Legal and Physical Threats -------------------------------------------------------------------------------
Module Eleven: Ten Things You Can Do To WOW Every Time ----------------------------------------------------------
Ten Tips --------------------------------------------------------------------------------------------------------------
Module Twelve: Wrapping Up ------------------------------------------------------------------------------------------------
Words from the Wise -------------------------------------------------------------------------------------------------
WORKSHOP OUTCOMES
To be able to;
• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers’ need
• Use outstanding customer service to generate return business
• Build good will through in person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Deal with difficult customers
Is there anyone who can provide me a Powerpoint presentation on the customer care training modules and, the training schdule for a two day training that is to be conducted.
I am given the deadline to present all these by next Monday and would greatly appreciate if someone can respond to me via my email which is
Thankyou in advance
Kind Regards
Issabella
Kind Regards
Issabella
From Papua New Guinea
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