Customer Service Training & Development Program

Customer Service Training & Development Program: 

Customer Service Training & Development Program Angie Moore Saint Louis University March 12, 2012

Company background: 

Company background IT Services company serving small-medium sized businesses Founded in 1998 Currently employ 23 people No formal training program in place

Rationale for training program: 

Rationale for training program Company is experiencing rapid growth Organization has grown by word of mouth referrals from clients Over 400 active clients Rapid hiring of service engineers Less time spent on training Hard to ensure consistent service Mission and vision is to deliver high value, white glove services to our clients

ADDIE Model: 

ADDIE Model

Analysis Phase: 

Analysis Phase Performed a needs assessment Identified gaps between desired individual and organizational performances Identified there is a need for training for some individuals Our company performed: Organizational analysis To determine company’s expectations about employee’s customer service behaviors Task analysis Created models for each job/position Person analysis Identified high and low performers

Design Phase: 

Design Phase Defined learning objectives: Describe exceptional customer service Recognize barriers to delivery of great customer service Learn techniques for dealing with angry customers Develop a personal action plan to improve customer service skills Defined training outcomes: Employees will create a positive first impression with clients Employees will demonstrate greater motivation and positive attitude Employees will be able to recognize customer needs and expectations Employees will be empathetic in order to comfort clients Employees will maintain a positive demeanor at work

Development Phase: 

Development Phase Develop a program to help low performers succeed Determine training delivery On-the-job training Coaching Mentoring Observation Peer to peer training Workshops Highly interactive Group learning activities Role play Develop key performance metrics to measure success of training Develop evaluation plan

Implementation Phase: 

Implementation Phase Training will be delivered Coaching/mentoring Peer-based methods Workshops Formal program will provide consistency and will ensure trainees know what they need to do to be successful Ensure transfer of training so trainees apply what is learned to their jobs Clearly communicate the importance of training Set explicit training goals Include learning goals in company objectives

Evaluation Phase: 

Evaluation Phase Training evaluation is necessary to determine if training objectives were met Kirkpatrick’s Four Level Evaluation Model Level 1 – Reactions Level 2 – Learning Level 3 – Behavior and affective Level 4 - Results Our company will measure: Customer service surveys Number of errors/work re-dos Time it takes to resolve customer service requests Employee reaction to training Employee changes in attitudes