Customer Service Training Proposal

Customer Service Training Proposal

Executive Summary

The proposed customer service training program will focus on increasing the quality of customer service within the organization by equipping the customer service staff with the knowledge, skills, and expertise required to provide high-quality customer service. This proposal outlines the main elements of the training program. The first element is one-on-one sessions discussing customer service concepts such as relationship marketing, emotional intelligence, conflict management, negotiation, customer centricity, and customer relationship management. The second element will be educational videos on different concepts of customer service management, including the strategies that the customer service staff can use to build long-term relationships with customers. The third element is role play, which includes putting the knowledge and skills gathered from the training program into practice. Do you need help with your assignment ? Contact us at eminencepapers.com.

The training program will also focus on various customer service concepts and theories, such as the moments of truth theory, customer relationship management, service profit chain theory, and the expectancy disconfirmation model. The minimum standard for the program will be a minimum of two years of experience in the customer service department. All the participants will be required to complete an evaluation test every week to determine whether they understood what was trained in the different sessions within the week and assess the program’s success. A retraining program will be conducted two weeks after the initial training to continuously improve customer service management expertise.

Introduction

Customer service plays a vital role in an organization’s performance by influencing its relationship with its customers. Customer service is also important because it helps an organization attract and retain more value from its customers by encouraging them to give feedback about the products and services provided and recommend improvement areas. Customer willingness to spend more to purchase products and services increases if an organization offers good customer service (Shooshtari et al., 2012). Therefore, organizations should invest in customer service to improve customer satisfaction, create lifetime value, and attract more customers. I am interested in customer service because it will contribute to our organization’s increase in revenue by increasing sales and creating a good reputation for the organization, leading to a high competitive advantage. Therefore, customer service training aims to equip all the staff with the knowledge, skills, and expertise needed to provide high-quality customer service. The training proposal will consider the trends in customer behavior to ensure that the knowledge shared in the program prepares the customer service staff to deal with different types of customers effectively.

Training Proposal

The customer service training program will focus on the different theories of customer service to equip the customer service staff with relevant knowledge and skills that can be used to improve the quality of customer service, create a good relationship between the organization and its customers by developing trust among the customers, and increase customer willingness to purchase the organization’s products and services despite the existence of cheaper substitutes. One of the theories that will be considered is the service profit chain theory. According to Chicu et al. (2016), the service profit chain theory posits that there is a direct link between customer satisfaction, employee satisfaction, and profitability. Therefore, the training program will focus on creating employee satisfaction by equipping staff with the knowledge and expertise needed to meet the organization’s expectations and deliver high-quality work that could earn them great rewards while also improving customer satisfaction by ensuring that customers get the best services thus increasing revenue by attracting more customers and increasing sales.

The second theory that will be considered in the training program is the moments of truth theory. The theory posits that every time a customer interacts with the organization, the organization gets an opportunity to create a negative or positive impression which can affect how customers perceive the company. Therefore, the training program will focus on ensuring that the customer service staff have the knowledge and expertise needed to offer the best customer service that will create a lasting positive impression, leading to customer satisfaction and increased sales. The training program will also ensure that the staff understand their vital role in presenting the company’s image so that they can be motivated to acquire the knowledge needed to provide customer service that creates a positive image for the company. The training program will emphasize customer-centricity, which includes focusing on the wants and needs of customers by acknowledging customer complaints, resolving issues on time, and taking responsibility. Therefore, part of the training program will be on negotiation and conflict management to prepare the staff for situations where they may be required to negotiate with the customer or resolve issues such as customer complaints and negative feedback.

The third theory is the customer relationship management theory. According to Greve & Schlüschen (2018), the theory focuses on the importance of building and maintaining a good long-term relationship with customers by understanding their preferences and needs. The training program will emphasize the knowledge and skills needed to create a good relationship with customers and maintain a mutually beneficial relationship with customers. The program will train the customer service staff to identify customer needs and preferences and ensure that customers are satisfied with the service they get by applying emotional intelligence. Emotional intelligence includes understanding and managing one’s emotions and the emotions of other people (Brackett et al., 2019). Therefore, the customer service staff will be trained on how to manage their emotions when dealing with customers and how to manage the customers’ frustrations to build rapport with the customers and offer the best customer support. Thus, the staff will receive training on active listening, communication skills, conflict management, and problem-solving.

The expectancy disconfirmation model will be considered when selecting the most appropriate topics to discuss in the training program. According to Petrovsky et al. (2017), the model posits that customer satisfaction is based on the difference between the quality of services a customer expects and the actual service they get. Customers are more satisfied when the service exceeds their expectations, thus requiring organizations to invest in the quality of service offered. Therefore, the training program will ensure that the customer service staff has the expertise needed to meet customer expectations based on the trends in consumer behavior and customer relationship management. The staff will be trained in relationship marketing to create a good customer relationship. Relationship marketing emphasizes building long-term customer relationships by creating a personalized experience and providing high-quality customer service and incentives to create and maintain customer loyalty (Bruhn, 2015). As a result, the training program will equip the staff with knowledge and expertise on maintaining customer loyalty and trust for good long-term relationships.

The training program will be delivered through one-on-one sessions, role-plays, and videos. The staff participating in the program will be expected to show up for one-on-one sessions within the organization after working hours and sign an attendance form to confirm their attendance. The staff will also receive educational videos on customer service via email every day and discuss the contents of the videos sent the entire week at the end of the week. Weekly evaluation tests will also be provided to determine whether the staff participating in the program understand what is taught. Further, role plays will include scenarios relating to customer service management where some employees will act as the customers and others as the customer service agents to determine whether the concepts taught during the training program have been clearly understood and identify areas that require more emphasis. The training program will also include training sessions on international customer service and cultural awareness to help customer service agents effectively deal with customers from different backgrounds online and offline. The minimum standard for the people participating in the training program will be a minimum of two years of experience in the customer service department.

Summary

The customer service training program will equip staff with the knowledge, skills, and expertise needed to offer high-quality customer service and meet customer expectations. The program will ensure that the customer service staff are equipped with skills such as conflict management, communication skills, emotional intelligence, and the ability to create and maintain long-term relationships and create a good impression for the organization. The program will be implemented through one-on-one sessions, role-playing, and videos. Weekly assessments and discussions will be used to increase knowledge retention and ensure that the staff participating in the training achieve the training objectives. The next step in the training program is to plan the retraining of the participants two weeks after the completion of the initial training program to ensure that every participant gains expertise in customer service management.

 References

Brackett, M., & Elbertson, N. (2019). Emotional intelligence. Character Lab Playbook. https://doi.org/10.53776/playbooks-emotional-intelligence

Bruhn, M. (2015). Analysephase des relationship marketing. Relationship Marketing, 122–156. https://doi.org/10.15358/9783800648870-122

Chicu, D., Valverde, M., Ryan, G., & Batt, R. (2016). The service-profit chain in Call Centre Services. Journal of Service Theory and Practice, 26(5), 616–641. https://doi.org/10.1108/jstp-10-2014-0243

Greve, G., & Schlüschen, A. (2018). From Customer Relationship Management to influencer relationship management. Diverse Methods in Customer Relationship Marketing and Management, 80–91. https://doi.org/10.4018/978-1-5225-5619-0.ch005

Petrovsky, N., Mok, J. Y., & León-Cázares, F. (2017). Expectancy-disconfirmation model questionnaire. PsycTESTS Dataset. https://doi.org/10.1037/t65548-000

Shooshtari, N., Clouse, S., & Stan, S. (2012). Customer complaint handling: The importance of employee training for Customer Service. Journal of Applied Marketing Theory, 3(1). https://doi.org/10.20429/

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Sometimes, the best way to learn something new is to teach it to someone else. In this assignment, you’ll
be given a chance to develop a Customer Service Training Proposal (CSTP) that could be used with
an organization trying to create higher quality customer service behaviours among its employees.
For this training proposal, you should include the following at a minimum:

Customer Service Training Proposal

An Executive Summary is a short, concise 2-3 paragraph section that gives someone reading your
proposal a solid overview of what you’ll be including throughout your proposal. Specific details on each
element of your training program should be written about in greater detail later in your paper.
An Introduction to Your Training Proposal. In this section, you should write about the importance of
customer service, why you’re interested in customer service, and any other information related to
customer service.
In the actual Training Proposal section, be sure to include a minimum of 3-5 theories and concepts of
customer service (i.e., communication, etc.). You can find these in our textbook or from another source.
Any sources you use should be given a reference listing at the end of your paper. Be sure to give specific
details on how these theories and concepts of customer service are important to any quality customer
service training program.
Also in your Training Proposal section, you should include information on the type of methods you will
use to deliver your training program (i.e., one-on-one sessions, videos, role plays, internships, operational
experiences). Be sure to include any unique aspects of customer service (i.e., international customer
service) that interest you and that you would like to include in your training program. Also, do you have
minimum standards for the people who will participate in your training program? And how will you
assess your training program?
Finally, you’ll write a comprehensive Summary of your CSTP. What is the next step in your training
program? When will you suggest that participants retrain in customer service?
Minimum requirements:
∙ Papers should be minimum of four pages in length, double-spaced using 12-point font.
∙ You must put their name, the course number, the date and the title of the assignment at the
beginning of their paper. Failure to do so will result in point reductions.
∙ If you use any sources, you must include a Reference List. Point reductions without it.
∙ College-level writing is expected. To receive full points, student papers must be free of spelling,
grammar, and significant style errors. Failure to write at this level will result in point reductions.