The included attachment already contains a training lesson plan. Also contains instructions from the professor. The rest of the screenshots contains the job selected for this assignment. Demonstrate

Running Head: OFF-THE-JOB TRAINING PROGRAM 0

Off-the-job Training Program

Student’s Name

Institutional Affiliation

Summary Lesson Plan

1. Introduction to general work

• Formal introduction of the trainer and the employees

• Questions and answers about customer service

• Expectations on the work position

• Reading the handout provided “Efficient Customer Service”

• Discussion about the handout

1. Introduction to the customer service person

• Definitions

• Importance of customer service

• Impacts of customer service

• Main functions

• Characteristics of the best customer service persons

• Customer’s expectations

• Impact of customer service to the customers

• Assumptions made

1. Introduction to the products and services available

• General introduction of the products and services

• Issuing of the products handout

• Going through the handout

• Issuing of the services handout

• Surveying service handout

• High demand products

1. Teamwork

• Importance of teamwork

• Interdependence of the customer service persons

• Ways of promoting teamwork

• Team management

• Team building activities

• Team achievements

• Delegation

• Efficiency improvement

• Idea promotion

1. Listening skills

• Effective listening skill

• How to be attentive

• Requesting more clarifications from the customers

• Importance of writing what the customers are asking

• Summary of the customer’s needs

• Constructive destruction of the customer while talking

1. Creation of rapport

• Importance of building a rapport

• Building trust

• Being accommodating and making recommendations

• Use of respectful words

1. Asking of Questions

• Importance of asking questions

• Ways of asking questions

• Intonations

• Questions to avoid

1. Empathy

• Importance of having empathy

• Ways of showing empathy

• Applications of being empathetic

1. Answering of customer’s questions

• Efficient answering of questions

• Characteristics of perfect answers

• Answering with evidence

• Appreciating the asked question

• Taking time to build the answer

• What to say when the question asked is hard to answer

• Importance of agreeing with the customer before answering a question

• General answers for similar questions

1. Handling complaints

• Importance of asking more questions of a complain

• Appreciation of the complaints

• Listening effectively

• Proper recording of the complaints

• Acting efficiently to complaints

• Making and keeping promises to the customer

• Conduction of a follow-up activity

1. Resolving conflicts with customers

• Differences between the complaints and conflicts between customers

• Ways of reassuring the customers to gain trust

• Apologizing and taking responsibility of the mistakes that have been done.

• Importance of listening and asking of many questions to the customer

• Practising of positivity in communication

• Ways of clarification of the problem that have occurred.

• Presentation of an issue to the team members

1. Policies and procedures

• Customer service approach

• Customer service attitude

• Issuing of the customer service handout

• Service overview

• Required standards of customer service

• Consistent procedures of handling customers

• Importance of the customer policies

1. Documentation

• Proper document management

• Tracking of documents

• Consistency of the document formatting

1. Field phone calls

• Importance of having a uniform receiving call format

• Introduction of the common phrase used by the organization

• Intonation

1. Field emails

• Introduction of commonly used mail replys

• How to efficiently communicate through emails

• Copy writing

1. Checking and providing information on order status

• Introduction of the organization platform

• Procedures of making orders

• Common mistakes made by customers while making orders

• Best practices while making orders

• Provision of order queries

1. Processing customer orders

• Ways of assisting the customers to make orders

• Communication

1. Processing customer returns

• How to maintain the losses as low as possible

• Proper documentation of customer returns

• Maintaind standard customer service

1. Credit items

• Proper documentation of goods taken by credit.

SMART Objectives

1. To determine ways of attaining 100% customer satisfaction through the service delivered within 15 to 20 minutes.

2. To gain the trust of 90% of the customers within the first 10 minutes of the conversation.

3. To be able to deliver at least 80% of the information required by the client. If some of the information is not available, it should be provided within 24 hours to the client's email.

4. To investigate the main reason for conflict and complaints between customers and the organization for a specific product within one week.