hii all, i have this project wherein im supposed to conduct a training program on customer service.. if someone can help me with it as soon as possible ill be grateful .. thanx..
From India, Mumbai
From India, Mumbai
hi krupa
In customer service there are several traning programs like-
1. Communication skills
2. negotiating skills
3. Product training
4. Building rapport
5. How to begin and end a call
6. selling skills.
7. business tactics.etc.
But before that you need to identify the training needs and accordingly you can select the right training program for it.
dips
From India, Delhi
10In customer service there are several traning programs like-
1. Communication skills
2. negotiating skills
3. Product training
4. Building rapport
5. How to begin and end a call
6. selling skills.
7. business tactics.etc.
But before that you need to identify the training needs and accordingly you can select the right training program for it.
dips
From India, Delhi
hey deepali,
thnx.. i wanted to know if there could be any kind of games that i could include in such a presentation.. its actually for an academic purpose so im not actually supposed to assess the training needs and accordingly design the program .. hence im not very sure about wht topics to actually include and to what extent..
From India, Mumbai
thnx.. i wanted to know if there could be any kind of games that i could include in such a presentation.. its actually for an academic purpose so im not actually supposed to assess the training needs and accordingly design the program .. hence im not very sure about wht topics to actually include and to what extent..
From India, Mumbai
hi krupa, do you have to give a presentation on this topic and do you want to include some story or small game kinda thing.? let me know, so that i can reply accordingly.. dips
From India, Delhi
From India, Delhi
hey Deepali, yeh my presentation is on the topic itself so it would be really nice if i could include stories and games.. this would also bring about some involvement from the participants side
From India, Mumbai
From India, Mumbai
hi krupa,
now, for the ppt., you can start right from a role play , which shows the imp. of trng n dvlpment and give the introduction of ur topic n ur team aftter the play finishes....
now u can relate ur whole ppt. with that role play...and then start --
u can follow a step by step process as-
1. role play
2. let audience guess the topic
3. ask them wht u collected from this play and den tell dem abt it
4. introduction to the topic
5. meaning of T & D
6. importance of t &D in customer service area
7. various types of training in this sector
8. link the type of training that cud help that role play (will tell u abt it)
9. effect of trng in productivity
10. conclude it by some facts n figures.
ROLE PLAY - it cud be a scene of a call centre where two guys r on calls,
one is not confident, unable to negotiate the oder side and even speaking after thinking and finally losing d call and then demotivated and feeling inferiority complex..
another guy is good in communication skills, speaks confidentally as he has the perfect product knowledge, so easily negitiates the person on oder side and wins the call..
end.. second guy receives rewards...
now , group leader of ur team comes and asks the audience that " what cud u guess from this role play?"
and then u can start up with the above step by step process..
plan well and this idea may help ur ppt. to gain interest of the audience...
hope it helps you....
dips
From India, Delhi
now, for the ppt., you can start right from a role play , which shows the imp. of trng n dvlpment and give the introduction of ur topic n ur team aftter the play finishes....
now u can relate ur whole ppt. with that role play...and then start --
u can follow a step by step process as-
1. role play
2. let audience guess the topic
3. ask them wht u collected from this play and den tell dem abt it
4. introduction to the topic
5. meaning of T & D
6. importance of t &D in customer service area
7. various types of training in this sector
8. link the type of training that cud help that role play (will tell u abt it)
9. effect of trng in productivity
10. conclude it by some facts n figures.
ROLE PLAY - it cud be a scene of a call centre where two guys r on calls,
one is not confident, unable to negotiate the oder side and even speaking after thinking and finally losing d call and then demotivated and feeling inferiority complex..
another guy is good in communication skills, speaks confidentally as he has the perfect product knowledge, so easily negitiates the person on oder side and wins the call..
end.. second guy receives rewards...
now , group leader of ur team comes and asks the audience that " what cud u guess from this role play?"
and then u can start up with the above step by step process..
plan well and this idea may help ur ppt. to gain interest of the audience...
hope it helps you....
dips
From India, Delhi
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Training for Customer Service & Team Building.ppt
CUSTOMER SERVICE TRAINING Manual.doc