Subject: Customer Service Skills
1. Topic-
Getting and Giving More Bang for the Buck.
Improvement and Development of Customer Service Skills
2. Content-
Training Guide
Video Examples
Role-play Exercises
Historical Evidence

3. Goals: Aims/Outcomes-
1.Improve Guest Experience
2 Increase Sales
3 Increase Productivity
4. Decrease Bottlenecks
5. Ease Employee Stress
4. Objectives-
1.Through training and peer interaction increase guest/employee interaction.
2.Positive evidence of increased sales and productivity figures.
3.Evidence of improved employee morale and customer satisfaction.
5. Materials and Aids-
Customer Service Training Guide
Office Materials
Videos/Video Equipment
Commissary Items-Food/Drink
6. Procedures/Methods-

A. Introduction-

2.Blooper Video
3.Statistic- Good/Bad Experience.
4. Group input from personal experiences.
5. Distribution on materials.

B. Development-

1.Verbal explanation surrounding training guide usage.
2.Visual demonstration of role-play scenarios.
3. beginning questions.


C. Practice-

1.Negative Role-Play
2.Corrective Action Role-Play
3. Point and alternative results of exercise.

D. Independent Practice-

1.Independent skill practice in groups.
2.Presentation from each group.
3.Train the trainer about exercise.
4.Develop questions for additional training.

E. Accommodations (Differentiated Instruction)-

1.Reasonable accommodation when necessary.
2.Various group leaders
3.Alternative learning area.

F. Checking for understanding-

1.100 point evaluation.
2.Real-time evaluation
3.Manager feedback
4.In-store session guided by trainee.
5. Post course assessment

G. Closure-

1. Thanks and Congratulations
2. Presentation of Certificate
3. Presentation of Training Guide.
4. Open-Door Reference

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