Hi all, I've to develop a proposal on customer service orientation. it has to be a 1 day program for all employees of all departments of the organization. could anybody suggest me what all to include in this proposal.
i've already developed the presentation. but the program has to be for 1 day(6-8hrs.) The presentation will last for maximum 1hr.
plz suggest me regarding development of this proposal. any suggestions would be valuable.
thanks
Reena
From India, Mumbai
5i've already developed the presentation. but the program has to be for 1 day(6-8hrs.) The presentation will last for maximum 1hr.
plz suggest me regarding development of this proposal. any suggestions would be valuable.
thanks
Reena
From India, Mumbai
Some of the things that can be included....
with regards
Ajmal Mirza
From India, Ahmadabad
- 1. Role Play
2. Case Study... picked up from the company itself
3. FAQ by customers, their answers and how to deliver them..
4. Importance and techniques of Stress management [CCEs require it]
with regards
Ajmal Mirza
From India, Ahmadabad
thanks Mr.Azmal Mirza for ur reply. i guess i can develop the proposal centered around roleplays, case studies and interactive sessions maybe. thanx Reena
From India, Mumbai
From India, Mumbai
Hi Reena ....
Try to make the Orientation Session as Interactive adn Activity based as possible. Try to split the 1 hour presentation into logical modules of 15 to 20 minutes each and put some activities in between. You would agree that Loooong presentaions are not only boring but also put you to 'mast' sleeeep !!
Putting in rounds of relevant activities or role play games will liven up the participants and keep them alert. The theory following an activity highlighting that theory will make more sence and result in immediate absorption by the participants.
The Role Play as well as the Case Study could be converted into highly interactive acctivities by group formations, discussions adn then group presentations of 3 to 5 minutes.
Participants get to have their say adn they get the feeling of being a participant of the session rather than a mute listener.
Some fun and activities of few minutes thrown in between can also prove effective in a one day program esecially after lunch (when participants tend to feel pretty drowsy)
hey Reena .... if you dont mind ... may i ask about your experience in conducting training or such orientation sessions. !!
. . .shoOOonya . . .
I read Impossible as I M Possible !
From Switzerland, Geneva
Try to make the Orientation Session as Interactive adn Activity based as possible. Try to split the 1 hour presentation into logical modules of 15 to 20 minutes each and put some activities in between. You would agree that Loooong presentaions are not only boring but also put you to 'mast' sleeeep !!
Putting in rounds of relevant activities or role play games will liven up the participants and keep them alert. The theory following an activity highlighting that theory will make more sence and result in immediate absorption by the participants.
The Role Play as well as the Case Study could be converted into highly interactive acctivities by group formations, discussions adn then group presentations of 3 to 5 minutes.
Participants get to have their say adn they get the feeling of being a participant of the session rather than a mute listener.
Some fun and activities of few minutes thrown in between can also prove effective in a one day program esecially after lunch (when participants tend to feel pretty drowsy)
hey Reena .... if you dont mind ... may i ask about your experience in conducting training or such orientation sessions. !!
. . .shoOOonya . . .
I read Impossible as I M Possible !
From Switzerland, Geneva
hi shoOOonya,
thanx for ur suggestions.
i've thought of some role-plays for the purpose. could u plz suggest some other activities for this which can cheer up the audience :?:
and as far as my experience in conducting training goes, u may be surprised to know that i'm pursuing mba n currently doing my summers in airtel. this proposal regarding customer service orientation was given by my boss apart from my project.
my project is quite tough. the topic is 'measuring ROI of employees training'. if u find anything related to that too, then plzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz do forward it to me.
thanx
bye
Reena
From India, Mumbai
thanx for ur suggestions.
i've thought of some role-plays for the purpose. could u plz suggest some other activities for this which can cheer up the audience :?:
and as far as my experience in conducting training goes, u may be surprised to know that i'm pursuing mba n currently doing my summers in airtel. this proposal regarding customer service orientation was given by my boss apart from my project.
my project is quite tough. the topic is 'measuring ROI of employees training'. if u find anything related to that too, then plzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz do forward it to me.
thanx
bye
Reena
From India, Mumbai
Hi Reena ...
Nice to know about your summers topic .... Its really tough ....
Putting the Qunatitative angle to a perceptive thing such as training and measuring its ROi ... whew ... quite a challenge ....
In case you can ... do share the sharable sections of your project report with me ... I would reallly appreciate that.
As for other activities , i will try to look into some ... will post them as and when i get in the next couple of days.
I have just completed my MBA from NITIE , Mumbai and joined Satyam Computers as a Consultant.
You can call me in late evenings on my cell 9892606610 and we could take the discussion further on the session ...
All the Best !!
. . . shoOOonya . . .
I read Impossible as I M Possible !!
From Switzerland, Geneva
Nice to know about your summers topic .... Its really tough ....
Putting the Qunatitative angle to a perceptive thing such as training and measuring its ROi ... whew ... quite a challenge ....
In case you can ... do share the sharable sections of your project report with me ... I would reallly appreciate that.
As for other activities , i will try to look into some ... will post them as and when i get in the next couple of days.
I have just completed my MBA from NITIE , Mumbai and joined Satyam Computers as a Consultant.
You can call me in late evenings on my cell 9892606610 and we could take the discussion further on the session ...
All the Best !!
. . . shoOOonya . . .
I read Impossible as I M Possible !!
From Switzerland, Geneva
Hi Reena!
I think that they have already given you good tips on the customer service orientation. So what I would give you now is for your project on "measuring ROI of employees training."
Here are some links related to the topic:
http://clomedia.com <link updated to site home>
http://thinq.com <link updated to site home>
http://www.fastrak-consulting.co.uk/...roi/tngroi.htm
http://www.cete.org/acve/docgen.asp?tbl=mr&ID=106
http://www.cio.com.au/index.php?id=1318521014
I hope this helps. :)
From Philippines, Makati
I think that they have already given you good tips on the customer service orientation. So what I would give you now is for your project on "measuring ROI of employees training."
Here are some links related to the topic:
http://clomedia.com <link updated to site home>
http://thinq.com <link updated to site home>
http://www.fastrak-consulting.co.uk/...roi/tngroi.htm
http://www.cete.org/acve/docgen.asp?tbl=mr&ID=106
http://www.cio.com.au/index.php?id=1318521014
I hope this helps. :)
From Philippines, Makati
thnx shoOOonya n Fritzie for ur valued suggestions.
the links u sent Fritzie r quite helpful. but the main problem i'm encountring is the practical implementation.
anyways currently i'm busy with my project synopsis.
i've got a variety of info regarding the various theoritical models of ROI measurement. i'm working on devising a practical way of the Kirkpatrick model coz that is the most popular model for ROI.
any suggestions.................................??
Reena
From India, Mumbai
the links u sent Fritzie r quite helpful. but the main problem i'm encountring is the practical implementation.
anyways currently i'm busy with my project synopsis.
i've got a variety of info regarding the various theoritical models of ROI measurement. i'm working on devising a practical way of the Kirkpatrick model coz that is the most popular model for ROI.
any suggestions.................................??
Reena
From India, Mumbai
CUSTOMER SERVICE ORIENTATION
Some hints for the orientation programme.
For a full day programme, a range of activities would help to
keep the tempo high.
-lecture sessions.
-self testing exercises
-real life case discussions
-simple simulation games [ groups]
-role plays
-videos [ if you can manage videos from VIDEO ARTS ]
from local agents]
==============================================
The lecture could be split into 4 elements, spread over
the day, 2 in the morning session / 2 in the noon session.
It is very difficult to keep people interested / awake
through the day , especially in the afternoon session.
The programme should be , focused on learning practical
skills, of a workshop nature. That is, the participants
will be involved and will participate in problem solving,
practical cases and developing real life tactics to implement
on the job on their return.
===============================================
Right from the beginning, the participants should get
involved - interactive.
*Group the participants into two's
-ask them to discuss for 5 minutes -their understanding
of customer service and their expectations from this
programme.
-ask each group --present their findings.
-put up the highlights on a flip chart.
This would liven up the proceedings / give a kick start.
AT THE END OF THE DAY, YOU CAN GO OVER
THE FLIP CHART POINTS / REINFORCE YOUR
POINTS.
===============================================
In customer service training, one training is never sufficient.
It needs a continual programme of refresher courses.
Here are few
-customer perceptions and expectations
-internal / external customers
-building customer relationships
-listening effectively
-asking questions for clarifications
-managing difficult customers
-handling complaints
-handling conflicts
-building customer loyalty
etc
HOPE THIS IS USEFUL TO YOU
regards
LEO LINGHAM
From India, Mumbai
Some hints for the orientation programme.
For a full day programme, a range of activities would help to
keep the tempo high.
-lecture sessions.
-self testing exercises
-real life case discussions
-simple simulation games [ groups]
-role plays
-videos [ if you can manage videos from VIDEO ARTS ]
from local agents]
==============================================
The lecture could be split into 4 elements, spread over
the day, 2 in the morning session / 2 in the noon session.
It is very difficult to keep people interested / awake
through the day , especially in the afternoon session.
The programme should be , focused on learning practical
skills, of a workshop nature. That is, the participants
will be involved and will participate in problem solving,
practical cases and developing real life tactics to implement
on the job on their return.
===============================================
Right from the beginning, the participants should get
involved - interactive.
*Group the participants into two's
-ask them to discuss for 5 minutes -their understanding
of customer service and their expectations from this
programme.
-ask each group --present their findings.
-put up the highlights on a flip chart.
This would liven up the proceedings / give a kick start.
AT THE END OF THE DAY, YOU CAN GO OVER
THE FLIP CHART POINTS / REINFORCE YOUR
POINTS.
===============================================
In customer service training, one training is never sufficient.
It needs a continual programme of refresher courses.
Here are few
-customer perceptions and expectations
-internal / external customers
-building customer relationships
-listening effectively
-asking questions for clarifications
-managing difficult customers
-handling complaints
-handling conflicts
-building customer loyalty
etc
HOPE THIS IS USEFUL TO YOU
regards
LEO LINGHAM
From India, Mumbai
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