Customer Service Training

This is a Customer Service Training that was created to fulfill an annual training requirement from various organizations that contact with the Western Reserve Area Agency on Aging. All agency employees were required to complete this training.

Learner Analysis:

1. Learner Characteristics

• Three hundred and twenty learners took part in this training.

• Sevent-five percent of the learners were social workers or nurses.

• Twenty-five percent of the learners were office workers without a professional license. This includes accountants, marketing professionals, IT professionals, and administrative assistants.

• Eighty-percent of the learners have a bachelor's degree.





2. Learner Motivations:

• Compliance with Requirements:This training was a job requirement and failing to complete it would be noted on yearly employee performance evaluations.

• Improving Work Performance:This training equips learners with knowledge and skills that can make their work easier and more effective





3. Prior Knowledge:

Each year, the learners are required to complete customer service training. Some learners may be learning this material for the first time, but for the majority of the learners it will be a review of material.




Many of the learners use these skills daily and are highly proficient in communicating with individuals. Based upon analysis, the learners are more proficient at communicating via phone than email.



4. Access to Technology:

The learners will have access to laptops and smart phones to complete this training.





5. Learning Environment:

Some learners will be completing this training in their home offices (working spaces) while others will be completing it at the agency's offices. Some learners will have a quiet environment while others may have a noisy or busy environment. Some learners may need to wear headphones to "tune out" the distractions in their environment.





Course Content:






Course Outline:



• Introduction to the training
• Definition of Customer Service
• Video - Customer Service ... Or Something Else?
• Video Reflection - What went wrong?
• Who are the customers?
• Internal versus External Customers
• Customer Service Rules
• Video - Beyondt the Call - Customer Service Success Story
• Customer Needs & Wants
• Poor vesus Excellent Responses
• WRAAA Expectations
• What is Excellent Customer Service
• The Results of Excellent Customer Service
• Customer Service & Relationships
• Coping with Difficult People
• Workplace Etiquette Definition & Tips
• Technology Etiquette Definition
• Video Meeting Etiquette
• Phone Etiquette
• Email Etiquette
• Key Considerations
• Closing