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Subject: Customer Service Skills |
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1. Topic-
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Getting and Giving More Bang for the Buck.
Improvement and Development of Customer Service Skills |
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2. Content-
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Training Guide
Video Examples
Role-play Exercises
Historical Evidence
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3. Goals: Aims/Outcomes-
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1.Improve Guest Experience
2 Increase Sales
3 Increase Productivity
4. Decrease Bottlenecks
5. Ease Employee Stress |
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4. Objectives-
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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. |
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5. Materials and Aids-
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Customer Service Training Guide
Office Materials
Videos/Video Equipment
Commissary Items-Food/Drink
Statistics |
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6. Procedures/Methods-
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A. Introduction-
1.Greeting
2.Blooper Video
3.Statistic- Good/Bad Experience.
4. Group input from personal experiences.
5. Distribution on materials. |
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B. Development-
1.Verbal explanation surrounding training guide usage.
2.Visual demonstration of role-play scenarios.
3. beginning questions.
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C. Practice-
1.Negative Role-Play
2.Corrective Action Role-Play
3. Point and alternative results of exercise. |
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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. |
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E. Accommodations (Differentiated Instruction)-
1.Reasonable accommodation when necessary.
2.Various group leaders
3.Alternative learning area. |
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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 |
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G. Closure-
1. Thanks and Congratulations
2. Presentation of Certificate
3. Presentation of Training Guide.
4. Open-Door Reference
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