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Andrew Parks And Co. Ltd: Training Plan For Customer Service Representatives

598 Words3 Pages

Report: Training Plan for Customer Service Representatives. From: Andrew Parks & Co. To: Manager Subject: Training Plan for Customer Service Unit. Dear Manager I am writing to outline the training plan for our Customer Service Representatives (CSRs) in order to address the existing issues with phone etiquette and overall performance. As there is no available training program, it is crucial that we provide on-the-job training and coaching to our CSRs. The plan focuses on defining desired standards of CSR performance and creating learning experiences to train the CSRs to those standards. Objective/SMART Goals: What is the goal? 1. What is the difference between a. and a. Improve phone etiquette and customer service skills for CSRs. 2. …show more content…

What is the difference between a.. Develop conflict resolution skills to handle disputes constructively. Type of Training: Offline Training. Considering the practical constraints and the need to graft the training program onto the existing production process, offline training will be more suitable. This will allow us to provide hands-on coaching and immediate feedback to the CSRs. Key Performance Indicators (KPIs) and Other Measurable:1.Increase in customer satisfaction ratings.2.Decrease in customer complaints related to phone etiquette and information accuracy.3.Improvement in average call handling time.4.Increase in the percentage of accurate customer information entered into the system. Training Timelines: Start Date: [21/03/2024] End Date: [31/03/2024]. Training Methods: How to use the training 1. On-the-Job Training: CSRs will receive training and coaching during regular service hours. This will ensure minimal disruption to the workflow and allow immediate application of newly acquired skills. 2. Role-Playing Exercises: CSRs will engage in simulated customer interactions to practice phone etiquette, information retrieval, and conflict resolution …show more content…

What is the difference between a'smart' and a'smart'? Conflict Resolution Training: Training material will be developed to provide CSRs with strategies to handle conflicts and disputes constructively. Segment of Employees: All CSRs will attend the training sessions. However, due to practical constraints, the training will be conducted in smaller groups to ensure effective learning and personalized attention. List of Digital Tools Employees Need to Use. 1. What is the difference between a. and a. Customer Information System: CSRs will require access to the existing customer information system during the training sessions. 2. What is the difference between a'smart' and a'smart'? Training Manuals and Guides: Digital copies of the training material will be provided to the CSRs for reference and reinforcement. By implementing this training plan, we aim to improve the overall performance of our Customer Service Unit and ensure consistent adherence to desired standards. I believe that with the proposed training approach, we can effectively address the existing issues and enhance the skills of our CSRs. Please let me know if you require any further information or have any specific preferences regarding the training plan.Thank you for your attention to this

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