0

    Week 7 Discussion Attachment
    COLLAPSE
    Overall Rating:
    12345
    12345
    From the given discussion preparation scenario, outline a plan for a one-day training program that follows the Experiential Learning Model (ELM).

    Here is the example model the Professor used to explain the assignment.

    Impementation of the Training Please respond to the following:

                From the scenario, outline a one-day training program that follows the Experiential Learning Model.

    The experimental learning model provides ideas for a training and development structure and includes exercises or games into the training. For example, I have provided an ELT for a call center that provides customer service.

    8-5 with a one hour lunch

    Couse objectives. This one-day training will provide:

    1) Assistance with developing a professional and consistent technique in communicating with customers

    2) Skills in engaging with customers personally or better known as creating a rapport with customers.

    3) Learn communication skills, probe customers, for info, and answer their questions effectively and efficiently.

    4) Discover ways to exceed job and customer expectations

    Course Overview

    Introduction (8-9)

    Trainees will introduce themselves with a game called breaking the ice. This is simply a game of introducing yourself to the other trainees, including name, 1 personal thing about yourself, hobby, and personal objective for the training class.

    Then we will discuss the importance of customer service, and if time permits, good or bad customer service experiences.

    The Lecture (9-12) (break 10-1015)

    Handling Customer Questions

    Examples of Company expectations (recorded calls, good and bad)

    Ways and importance of creating a 5-minute friend (building rapport with the customer)

    How important tone of voice is, and how having a physical smile on your face can come through in the tone of your voice as well as through your attitude.

    Lunch (12-1)

    Information and Experience (1-2)

    Importance of listening and understanding the customers needs.

    Group discussions; to share any questions or issues about the prior information provided.

    Then a class discussion with proposals of different approaches that could have been taken on the calls.

    Expectations (2-330) (break 230-245)

    Customer Service Expectations

    Treating others how you want to be treated.

    Customer relationships

    Trust

    Follow-up and follow through the importance

    Knowledge Check and Practice (330-430)

    Role Play/Mock Calls

    Angry/Irate Customer Calls and Pleasant Customer Calls

    Discuss positive and negative approaches to customer service

    Discuss ways to calm customers

    Knowledge Check

    Course Feedback (430-500)

    Reply Quote Email Author
    Hide 2 replies (2 unread)
    Please no citations or references. This assignment I had to do again.

                                                                                                                                      Order Now