MAR2305-7_Week 5_Individual - Customer Service Training Customer Service Training Thomas Peckinpaugh Everest University Online Professor Falacienski

MAR2305-7_Week 5_Individual - Customer Service Training...

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Customer Service Training Customer Service Training Thomas Peckinpaugh Everest University Online Professor Falacienski Customer Relations and Servicing November 11, 2015 1
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Customer Service Training Every time a person is hired on by a company they get a basic level of training by the company. This will usually include a background on the company, what the company sells or makes and what the strategy for the customer service experience is. The CSRs are the front line of a company. Taking the time to properly train these individuals can set them up for long term success. The first area that should be addressed is how to actively listen to a customer’s problem and come up a viable solution for both parties. Many exercises should be set up to teach employees that it takes more than just hearing the customer but processing what they are telling us. This can be done with a couple of techniques. First I would use a verbal instruction exercise. Read a prepared statement to the employee and then have then respond with what they heard from it. A customer can give us multitudes of information if we only listen to them and ask the right questions. This works well in small groups. It is basically a more organized version of the repeater game every kid played when we were young.
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  • Fall '13
  • ShirleyMcLaughlin
  • Customer service training, Customer Relations and Servicing

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