logging in or signing up Project Slides TishaB01 Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 219 Category: Entertainment License: All Rights Reserved Like it (0) Dislike it (0) Added: June 10, 2012 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript PowerPoint Presentation: Constructing Knowledge in Customer Service Training Latisha Bray Final Project: ELL503-900-201135PowerPoint Presentation: New Customer Service agents are expected to learn quickly as possible and be ready to work independently after a 5 day training.Learning Need: Learning Need A complaint we often receive from new hires is that they are unsure of what important points to cover when speaking to a customer on the phone.PowerPoint Presentation: Talking Points are key words or ways of explaining things that all agents must use when answering customer inquiries.All agents receive a quality review based on:: All agents receive a quality review based on: How well they answered the customer inquiry. Whether or not they covered all talking points.Description of Learners: Description of Learners First generation of people to actually grow up in the digital age. Have moderate to proficient computer skills. New to the organization Wanting to learn what will be expected of them. Net Generation Motivated By :E-Learning module: E-Learning module C onstructivist theory of learning to create an e-learning module that allows new agents to practice their soft skills before speaking on the phone with an actual customer.PowerPoint Presentation: Welcome to Soft Skills TrainingChoose Your Character: Choose Your CharacterBegin Practice: Begin Practice You’ve chosen Lisa! Are you ready to begin taking calls? YES! No, Start OverPowerPoint Presentation: I’m sorry to hear that you are unhappy with your service, Ms. Smith. Can I ask why you want to cancel with us today? I’m sorry to hear that you are unhappy with your service, Martha. We can definitely cancel your service right away.PowerPoint Presentation: Sorry about that, Ms. Smith. We hope to add value to our service by providing valuable rewards. We can cancel your service today if you wish or I can speak to a manager to see if we can do anything about the rate. We apologize that you do not value in our service. Our prices are variable and can fluctuate from month to month based on the market. We hope to offset that uncertainty by providing valuable rewards. If you’d like I can speak to a manager to see if we can do anything about the rate.PowerPoint Presentation: Quality Score 93.68% Agent properly identified all accounts. Agent followed the proper retention procedure to save the account. Agent mentioned variable rate pricing. Agent mentioned rewards incentives.Collaboration: Collaboration To support collaboration, we will complete a few scenario’s together as a team before the new agents will complete them independently. You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.