Hi all, I have to develop a proposal on customer service orientation. It has to be a 1-day program for all employees of all departments of the organization. Could anybody suggest what to include in this proposal?
I have already developed the presentation, but the program has to be for 1 day (6-8 hrs). The presentation will last for a maximum of 1 hr. Please suggest regarding the development of this proposal. Any suggestions would be valuable.
Thanks,
Reena
From India, Mumbai
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5I have already developed the presentation, but the program has to be for 1 day (6-8 hrs). The presentation will last for a maximum of 1 hr. Please suggest regarding the development of this proposal. Any suggestions would be valuable.
Thanks,
Reena
From India, Mumbai
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Some of the things that can be included:
1. Role Play
2. Case Study picked up from the company itself
3. FAQ by customers, their answers, and how to deliver them
4. Importance and techniques of Stress management [CCEs require it]
These are some of the things that came to my mind.
With regards,
Ajmal Mirza
From India, Ahmadabad
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1. Role Play
2. Case Study picked up from the company itself
3. FAQ by customers, their answers, and how to deliver them
4. Importance and techniques of Stress management [CCEs require it]
These are some of the things that came to my mind.
With regards,
Ajmal Mirza
From India, Ahmadabad
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thanks Mr.Azmal Mirza for ur reply. i guess i can develop the proposal centered around roleplays, case studies and interactive sessions maybe. thanx Reena
From India, Mumbai
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From India, Mumbai
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Hi Reena,
Try to make the Orientation Session as interactive and activity-based as possible. Split the 1-hour presentation into logical modules of 15 to 20 minutes each and incorporate activities in between. Long presentations are not only boring but also tend to make participants sleepy!
Incorporating rounds of relevant activities or role-playing games will engage the participants and help keep them alert. Following an activity with relevant theory will enhance understanding and lead to immediate absorption by the participants.
Converting Role-Play and Case Studies into highly interactive activities through group formations, discussions, and group presentations lasting 3 to 5 minutes can be effective. Allowing participants to express their opinions will make them feel involved in the session rather than just passive listeners.
Including short, fun activities in between can also be effective, particularly after lunch in a one-day program when participants may feel drowsy.
Hey Reena, if you don't mind, may I ask about your experience in conducting training or orientation sessions?
-ShoOOonya
Remember, "Impossible" says "I'm Possible"!
---
I have corrected the spelling, grammar, and punctuation errors in the text while maintaining the original meaning and tone. I have also ensured proper paragraph formatting with a single line break between paragraphs.
From Switzerland, Geneva
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Try to make the Orientation Session as interactive and activity-based as possible. Split the 1-hour presentation into logical modules of 15 to 20 minutes each and incorporate activities in between. Long presentations are not only boring but also tend to make participants sleepy!
Incorporating rounds of relevant activities or role-playing games will engage the participants and help keep them alert. Following an activity with relevant theory will enhance understanding and lead to immediate absorption by the participants.
Converting Role-Play and Case Studies into highly interactive activities through group formations, discussions, and group presentations lasting 3 to 5 minutes can be effective. Allowing participants to express their opinions will make them feel involved in the session rather than just passive listeners.
Including short, fun activities in between can also be effective, particularly after lunch in a one-day program when participants may feel drowsy.
Hey Reena, if you don't mind, may I ask about your experience in conducting training or orientation sessions?
-ShoOOonya
Remember, "Impossible" says "I'm Possible"!
---
I have corrected the spelling, grammar, and punctuation errors in the text while maintaining the original meaning and tone. I have also ensured proper paragraph formatting with a single line break between paragraphs.
From Switzerland, Geneva
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Hi Shoonya,
Thank you for your suggestions. I have thought of some role-plays for the purpose. Could you please suggest some other activities that can cheer up the audience?
Regarding my experience in conducting training, you may be surprised to know that I am pursuing an MBA and currently doing my summer internship at Airtel. This proposal regarding customer service orientation was given by my boss in addition to my project.
My project is quite challenging. The topic is 'Measuring ROI of Employee Training.' If you find anything related to that, please do forward it to me.
Thank you.
Goodbye,
Reena
From India, Mumbai
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Thank you for your suggestions. I have thought of some role-plays for the purpose. Could you please suggest some other activities that can cheer up the audience?
Regarding my experience in conducting training, you may be surprised to know that I am pursuing an MBA and currently doing my summer internship at Airtel. This proposal regarding customer service orientation was given by my boss in addition to my project.
My project is quite challenging. The topic is 'Measuring ROI of Employee Training.' If you find anything related to that, please do forward it to me.
Thank you.
Goodbye,
Reena
From India, Mumbai
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Hi Reena,
Nice to know about your summer topic. It's really tough. Putting the quantitative angle to a perceptive thing such as training and measuring its ROI... whew... quite a challenge.
In case you can, do share the shareable sections of your project report with me. I would really appreciate that. As for other activities, I will try to look into some and will post them as and when I get in the next couple of days.
I have just completed my MBA from NITIE, Mumbai, and joined Satyam Computers as a Consultant. You can call me in the late evenings on my cell 9892606610, and we could take the discussion further on the session.
All the Best!!
... shoOOonya ...
I read "Impossible" as "I M Possible"!
From Switzerland, Geneva
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Nice to know about your summer topic. It's really tough. Putting the quantitative angle to a perceptive thing such as training and measuring its ROI... whew... quite a challenge.
In case you can, do share the shareable sections of your project report with me. I would really appreciate that. As for other activities, I will try to look into some and will post them as and when I get in the next couple of days.
I have just completed my MBA from NITIE, Mumbai, and joined Satyam Computers as a Consultant. You can call me in the late evenings on my cell 9892606610, and we could take the discussion further on the session.
All the Best!!
... shoOOonya ...
I read "Impossible" as "I M Possible"!
From Switzerland, Geneva
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Hi, Reena!
I think they have already given you good tips on customer service orientation. So, what I would provide you now is for your project on "measuring ROI of employees training."
Here are some links related to the topic:
- [clomedia.com](http://clomedia.com) *<link updated to site home>*
- [thinq.com](http://thinq.com) *<link updated to site home>*
- [fastrak-consulting.co.uk/tactix/Features/tngroi/tngroi.htm](http://www.fastrak-consulting.co.uk/tactix/Features/tngroi/tngroi.htm)
- [cete.org/acve/docgen.asp?tbl=mr&ID=106](http://www.cete.org/acve/docgen.asp?tbl=mr&ID=106)
- [cio.com.au/index.php?id=1318521014](http://www.cio.com.au/index.php?id=1318521014)
I hope this helps. :)
From Philippines, Makati
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I think they have already given you good tips on customer service orientation. So, what I would provide you now is for your project on "measuring ROI of employees training."
Here are some links related to the topic:
- [clomedia.com](http://clomedia.com) *<link updated to site home>*
- [thinq.com](http://thinq.com) *<link updated to site home>*
- [fastrak-consulting.co.uk/tactix/Features/tngroi/tngroi.htm](http://www.fastrak-consulting.co.uk/tactix/Features/tngroi/tngroi.htm)
- [cete.org/acve/docgen.asp?tbl=mr&ID=106](http://www.cete.org/acve/docgen.asp?tbl=mr&ID=106)
- [cio.com.au/index.php?id=1318521014](http://www.cio.com.au/index.php?id=1318521014)
I hope this helps. :)
From Philippines, Makati
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Thank you, Shoonya and Fritzie, for your valued suggestions. The links you sent, Fritzie, are quite helpful, but the main problem I'm encountering is the practical implementation. Anyways, currently, I'm busy with my project synopsis. I've gathered a variety of information regarding the various theoretical models of ROI measurement. I'm working on devising a practical way of the Kirkpatrick model because that is the most popular model for ROI. Any suggestions...?
Reena
From India, Mumbai
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Reena
From India, Mumbai
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Customer Service Orientation
Some hints for the orientation programme.
For a full-day programme, a range of activities would help to keep the tempo high:
- Lecture sessions.
- Self-testing exercises.
- Real-life case discussions.
- Simple simulation games (in groups).
- Role plays.
- Videos (if you can manage videos from VIDEO ARTS).
The lecture could be split into 4 elements, spread over the day: 2 in the morning session and 2 in the noon session. It is very difficult to keep people interested and awake throughout the day, especially in the afternoon session. The programme should be focused on learning practical skills of a workshop nature. That is, the participants will be involved and will participate in problem-solving, practical cases, and developing real-life tactics to implement on the job upon their return.
Right from the beginning, the participants should get involved - interactive.
- Group the participants into twos.
- Ask them to discuss for 5 minutes their understanding of customer service and their expectations from this programme.
- Ask each group to present their findings.
- Put the highlights on a flip chart.
This would liven up the proceedings and give a kick start.
At the end of the day, you can go over the flip chart points and reinforce your points.
In customer service training, one training is never sufficient. It needs a continual programme of refresher courses. Here are a few:
- Customer perceptions and expectations.
- Internal/external customers.
- Building customer relationships.
- Listening effectively.
- Asking questions for clarifications.
- Managing difficult customers.
- Handling complaints.
- Handling conflicts.
- Building customer loyalty, etc.
Hope this is useful to you.
Regards,
LEO LINGHAM
From India, Mumbai
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Some hints for the orientation programme.
For a full-day programme, a range of activities would help to keep the tempo high:
- Lecture sessions.
- Self-testing exercises.
- Real-life case discussions.
- Simple simulation games (in groups).
- Role plays.
- Videos (if you can manage videos from VIDEO ARTS).
The lecture could be split into 4 elements, spread over the day: 2 in the morning session and 2 in the noon session. It is very difficult to keep people interested and awake throughout the day, especially in the afternoon session. The programme should be focused on learning practical skills of a workshop nature. That is, the participants will be involved and will participate in problem-solving, practical cases, and developing real-life tactics to implement on the job upon their return.
Right from the beginning, the participants should get involved - interactive.
- Group the participants into twos.
- Ask them to discuss for 5 minutes their understanding of customer service and their expectations from this programme.
- Ask each group to present their findings.
- Put the highlights on a flip chart.
This would liven up the proceedings and give a kick start.
At the end of the day, you can go over the flip chart points and reinforce your points.
In customer service training, one training is never sufficient. It needs a continual programme of refresher courses. Here are a few:
- Customer perceptions and expectations.
- Internal/external customers.
- Building customer relationships.
- Listening effectively.
- Asking questions for clarifications.
- Managing difficult customers.
- Handling complaints.
- Handling conflicts.
- Building customer loyalty, etc.
Hope this is useful to you.
Regards,
LEO LINGHAM
From India, Mumbai
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I came across something that measures the quality of the service. The name of the instrument is SERVQUAL (SERVice QUALity). You can also take a seminar on that topic, which will be helpful in extending your presentation.
With regards,
K. Jayavel
From India, Madras
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With regards,
K. Jayavel
From India, Madras
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Thank you, Mr. Leo Lingham and Jayavel, your suggestions were really helpful. In fact, I've included two activities from them. As far as SERVQUAL is concerned, I think it should not be included in this workshop since the workshop is for employees of all departments. It should be general and not specific to an instrument. Anyways, thank you a lot for your help.
Reena
From India, Mumbai
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Reena
From India, Mumbai
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Hey, why don't you also organize a role-play or workshop where employees can use the information you have mentioned in your presentation? This way, you can ensure that people have been listening and have understood your presentation, and any mistakes or misunderstandings can be corrected. Thus, the right message should definitely get across. Hope it goes well. Best of luck.
Hey, do let me know what you've done, okay.
From India,
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Hey, do let me know what you've done, okay.
From India,
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Hi Nats,
I've already included role-plays in my workshop. The basic events which I've planned are presentations, interactive activities, role plays, and case studies. Does anyone know about any videos on this topic that are free to download from the net? If so, please send the links to me.
Thanks,
Reena
From India, Mumbai
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I've already included role-plays in my workshop. The basic events which I've planned are presentations, interactive activities, role plays, and case studies. Does anyone know about any videos on this topic that are free to download from the net? If so, please send the links to me.
Thanks,
Reena
From India, Mumbai
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Hi, it's me Alisha,
I have to develop a proposal on customer handling in a bank. It has to be a one-day program for all employees of all departments of the organization. Could anybody suggest what to include in this proposal? I have already developed the presentation, but the program has to be for one day. The presentation will last for a maximum of one hour.
Please suggest regarding the development of this proposal. Any suggestions would be valuable.
Thanks,
Alisha :)
From Pakistan, Karachi
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I have to develop a proposal on customer handling in a bank. It has to be a one-day program for all employees of all departments of the organization. Could anybody suggest what to include in this proposal? I have already developed the presentation, but the program has to be for one day. The presentation will last for a maximum of one hour.
Please suggest regarding the development of this proposal. Any suggestions would be valuable.
Thanks,
Alisha :)
From Pakistan, Karachi
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ALISHA,
I am aware , that you have already finished your preparation
for the presentation.
I have few suggestions, as the program is 1 hour,
-make it a question / answer session, as shown below.
-in three minutes, give a course overview
*subject contents
*learning outcomes
-few feedback will be useful.
-to keep the participants active, ask questions.
-best performer gets a small token gift
-for the next 3 months [ every month], hold
a written quiz program, with a number of prizes.
THIS IS NECESSARY, AS FOLLOW UP, OTHERWISE,
ALL WILL BE FORGOTTEN WHEN THEY LEAVE THE
LECTURE.
-GIVE EVERY PARTICIPANT A WRITTEN MATERIAL
NOTES WITH HIGHLIGHTS.
============================================
================================================== =========
WHO ARE YOUR CUSTOMERS
-internal / external customers
---------------------------------------------
customer perceptions
HOW DO YOUR CUSTOMERS PERCEIVE YOUR BANK
--------------------------------------------------------------------
customer expectations
*What is your Customer expectations
-----------------------------------------------------------
real needs of your customers
*What are the critical needs of your customers
------------------------------------------------------
• Defining excellent service
WHAT DO YOU MEAN BY EXCELLENT CUSTOMER SERVICE?
----------------------------------------------------------------------------------
• Trends in customer service
WHAT ARE THE CURRENT TRENDS IN CUSTOMER SERVICE?
----------------------------------------------------------------------------------
* Your banks customer service model.
• What is the model of your customer service
------------------------------------------------------------------
*Your bank's customer service process.
•What is your customer service process ?
--------------------------------------------------------------------------
*Customer service factors
WHAT ARE THE CUSTOMER SERVICE FACTORS?
[reliability/confidence/helpfulness/efficiency/timeliness/completeness
and personal interest]
-------------------------------------------------------------------------------
*Reasons for losing customers
WHY DO WE LOSE OUR CUSTOMERS ?
----------------------------------------------------------------------------------
• Service delivery is important for good customer service
WHY DO YOU THINK SO ?
----------------------------------------------------------------------------
*Customer service professionalism
WHAT DO YOU MEANS BY PROFESSIONALISM?
[competence / confidence/confidentiality/courtesy
---------------------------------------------------------------------------
-listening effectively
*what does this mean?
--------------------------------------------------
-asking questions for clarifications
*why should we ask questions?
---------------------------------------------------
-managing difficult customers
HOW DO WE MANAGE DIFFICULT CUSTOMERS?
-----------------------------------------------------------
-handling complaints
HOW SHOULD WE HANDLE CUSTOMER COMPLAINTS?
-----------------------------------------------------------
-handling conflicts
HOW SHOULD WE HANDLE CONFLICTS WITH CUSTOMERS?
--------------------------------------------------------------------
-customer focus and customer value
*How to create customer focus and customer value
---------------------------------------------------------------------------
-building customer loyalty
HOW CAN WE BUILD / DEVELOP CUSTOMER LOYALTY?
----------------------------------------------------------------------------
-customer satisfaction
*how can we increase your customer satisfaction level?
==========================================
REGARDS
LEO LINGHAM
From India, Mumbai
Acknowledge(0)Amend(0)
I am aware , that you have already finished your preparation
for the presentation.
I have few suggestions, as the program is 1 hour,
-make it a question / answer session, as shown below.
-in three minutes, give a course overview
*subject contents
*learning outcomes
-few feedback will be useful.
-to keep the participants active, ask questions.
-best performer gets a small token gift
-for the next 3 months [ every month], hold
a written quiz program, with a number of prizes.
THIS IS NECESSARY, AS FOLLOW UP, OTHERWISE,
ALL WILL BE FORGOTTEN WHEN THEY LEAVE THE
LECTURE.
-GIVE EVERY PARTICIPANT A WRITTEN MATERIAL
NOTES WITH HIGHLIGHTS.
============================================
================================================== =========
WHO ARE YOUR CUSTOMERS
-internal / external customers
---------------------------------------------
customer perceptions
HOW DO YOUR CUSTOMERS PERCEIVE YOUR BANK
--------------------------------------------------------------------
customer expectations
*What is your Customer expectations
-----------------------------------------------------------
real needs of your customers
*What are the critical needs of your customers
------------------------------------------------------
• Defining excellent service
WHAT DO YOU MEAN BY EXCELLENT CUSTOMER SERVICE?
----------------------------------------------------------------------------------
• Trends in customer service
WHAT ARE THE CURRENT TRENDS IN CUSTOMER SERVICE?
----------------------------------------------------------------------------------
* Your banks customer service model.
• What is the model of your customer service
------------------------------------------------------------------
*Your bank's customer service process.
•What is your customer service process ?
--------------------------------------------------------------------------
*Customer service factors
WHAT ARE THE CUSTOMER SERVICE FACTORS?
[reliability/confidence/helpfulness/efficiency/timeliness/completeness
and personal interest]
-------------------------------------------------------------------------------
*Reasons for losing customers
WHY DO WE LOSE OUR CUSTOMERS ?
----------------------------------------------------------------------------------
• Service delivery is important for good customer service
WHY DO YOU THINK SO ?
----------------------------------------------------------------------------
*Customer service professionalism
WHAT DO YOU MEANS BY PROFESSIONALISM?
[competence / confidence/confidentiality/courtesy
---------------------------------------------------------------------------
-listening effectively
*what does this mean?
--------------------------------------------------
-asking questions for clarifications
*why should we ask questions?
---------------------------------------------------
-managing difficult customers
HOW DO WE MANAGE DIFFICULT CUSTOMERS?
-----------------------------------------------------------
-handling complaints
HOW SHOULD WE HANDLE CUSTOMER COMPLAINTS?
-----------------------------------------------------------
-handling conflicts
HOW SHOULD WE HANDLE CONFLICTS WITH CUSTOMERS?
--------------------------------------------------------------------
-customer focus and customer value
*How to create customer focus and customer value
---------------------------------------------------------------------------
-building customer loyalty
HOW CAN WE BUILD / DEVELOP CUSTOMER LOYALTY?
----------------------------------------------------------------------------
-customer satisfaction
*how can we increase your customer satisfaction level?
==========================================
REGARDS
LEO LINGHAM
From India, Mumbai
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