Customer Service Training - Example

Service Training Case Analysis Executive summary The Service Specialist is a new job position created at the University owing to the growing concern for a number of customer services. As a new position, the University must strategize itself by preparing the new employees in order to enhance their ability to enhance service delivery. After an extensive recruitment process, the University seeks to offer a three months training for the new employees with the view to equipping them with the desired knowledge, skills and abilities. The report below describes a training module used in training the recruits. The report provides SMART objectives that influence the nature and the quality of the module. The report offers a detailed coverage of the training module by explaining the intricate features of the training agenda, describes the what the module will accomplish and the method the module will employ in assessing the recruits thereby ensuring that the company retains the most productive individual to occupy the new and equally challenging position at the University. Training objectives for the program I. To orient the recruits to the both the university and the new position within the first three days of the training program II. To equip the recruits with appropriate computing skills necessary to undertake their duties in the new position within the first month of the training program III. To provide effective management training thereby equipping the recruits with appropriate management skills necessary for the position within the duration of the training IV. To enhance the communication skills of the recruits by training them on professional communication within the training duration V. To equip the recruits with effective problem solving skills The above objectives show that the training program adopts a holistic approach with the view of equipping the recruits with instrumental skills that will enable them to function efficiently thereby overcoming the challenges the new position may present. Additionally, the training seeks to prepare the recruits for the new position and its unclear roles which may vary depending on the uniqueness of the demands from the university fraternity. Each of the seven recruits has an associate degree, which is the basic requirement for the job. However, they require effective knowledge, skills and abilities. The university has articulated the responsibilities for the position coupled with the skills, knowledge and abilities necessary for the position. The objectives above are in tandem with the type of knowledge and skills required for anyone who assumes the position. The training objectives will influence the structure of the training module with the view to equipping the recruits with skills, knowledge and abilities that will enhance the ease with which they undertake their responsibilities at the company. Orientation, for example, is the most basic training in the module. It familiarizes the recruits with both the university, which they are new to, and the position (McGregor, 1991). This way, orientation makes the recruits comfortable thus ready to learn and to assume the position. The training module seeks to equip the recruits with appropriate computing skills. Computer skills are basic requirements for the new position. The Customer Service Specialist will require adequate computer skills in order to undertake his daily operations. The module must train the recruits thereby equipping them with the fundamental skills. Furthermore, every institution such as universities has unique information systems. The training will, therefore, begin with an orientation to the system thereby making the recruits comfortable with the new environment of information systems. Such is a vital feature that makes the training significant even to those who may possess previous computing skills. Additionally, the objectives show that the training module will equip the recruits with appropriate communication, management, social and problem solving skills among many others. Such are basic skills that the Customer Service Specialist will require in order to undertake his duties and to overcome the daily challenges he may face, the essential duties of the new job show that the specialist will require a number of skills most of which the objectives of the training module cover. As such, the training module offers a holistic approach to the raining thereby promising to nature a multi skilled and proficient individual to occupy the position. Training agenda The training model follows the ADD concept, which proposes appropriate assessments, design and development of the module. The design of the module consists of trainer notes. Such are detailed explanation of concepts coupled with a number of daily questions from both the trainer and the students (Barbazette, 2005). Such sessions are interactive with the trainer encouraging student participation in order to enhance holistic group learning. The module will have class discussions as well. Such are formal conversations during lessons as the trainer engages the students by asking them thought provoking questions about the concepts they learn in class. Discussions are essential in developing analysis, problem solving skills and personalities thereby contributing the developing of holistic individuals capable of handling the challenges the position will present. The module will further comprise of small group exercises and role-plays as training strategies. Small group exercises are instrumental in enhancing the development of interpersonal and social skills. The learners will create two groups where they will solve a number of problems. Role-plays, on the other hand, are vital in the development of leadership skills. The students will engage in intense group discussions where they will attempt to resolve real life problems. Below is a breakdown of the training agenda Course Duration Computer training One month Management and leadership Two months Customer and public relations One month Legal studies Two months Module analysis Computer training will introduce the recruits to the computer system at the University thereby making them comfortable with the unique information system. Additionally, the module will equip the recruits with the appropriate computer skills such as word processing, preparation of presentation, spreadsheets and database management. Such are the basic skills required for the position. The training method for the module will be practical exercises and note taking. The students will attend theoretical classes where they will take notes in readiness for the practical lessons. In practical lessons, the students will interact with commuters thereby put their theoretical knowledge into practice. Practical lessons will complement the theoretical lessons thereby ensuring a holistic learning process. Management and leadership comprise a fundamental module that seeks to equip the recruits with vital skills that will enhance their productivity in their new position. The method of training will consist of trainer notes, class discussion and role-plays (Richman, 2006). The three are appropriate methods that will cover every aspect of the vital module. Trainer notes are sessions where a teacher engages the students in theoretical aspects of the courses. The teacher will use course books and introduce new management and leadership theories. The class discussions will elicit the participation of the learners thereby ensuring an efficient learning. Role-plays, on the other hand, will enhance the development of appropriate skills. Such training methods will comprise of small tests with the students assuming the roles of either a manager or a leader and work their way out of real life problems. Customer and public relations and legal studies are equally important modules. They employ the same method of training owing to their similarities. The training method will comprise of trainer notes, class discussion and group exercises. Legal studies, for example, are important since the university requires an individual who understands the university policies. Additionally, the customer service specialist must understand the state and federal policies that relate to the operations of the university. This would help overcome some of the challenges the position will present. Trainer notes are sessions in which a lecturer introduces new concepts and theories thereby explaining such to the class. The students will engage the teacher in class discussions as they contextualize the theories. The same applies to the group exercises where the learners will engage each other in extensive researches thereby exhausting the uniqueness of the two modules. Evaluation Evaluation is an important process that will result in the selection of a single individual to occupy the position. The selected individual must possess the most appropriate skills a feature that shows that such an individual must excel in the training program. The program has a number of assessment techniques that will ensure the selection of the most appropriate individual who shall have mastered the required skills and knowledge as taught during the program. The assessment methods will include a written exam, a practical test and oral interviews. Such is a multi-layered assessment method that will result in the selection of an appropriate individual who portrays a great mastery of the concepts taught thereby portraying ability to carry out the mandates of the new position besides overcoming the challenges he or she will encounter. Written exams just as the name suggests are secretive exams the students undertake. The method of assessment requires the students to answer a number of questions in a timed environment. The questions will come from the course as taught in the lessons but at the end of the duration of the training. The students will sit in controlled exam environment and take an exam for two hours. The lecturer will then mark the responses as given by the students on their answer sheet and tally the responses over a 100%. Most successful candidate is one who scores the highest grade closest to the a hundred mark. Practical exams are functional forms of assessment especially in computer training. The lecturer will develop real life problems and engage the learners. Just as is the case with written exams, the learners will carry out the practical tests in timed environments where they must resolve the computer problems as set by the examiner in a given number of hours. A student who provides an appropriate solution and explains the processes of resolving the issue amicably within the shortest time emerges the best. Oral interviews, on the other hand, are holistic methods of assessment that will investigate a number of features in the development of the learners thus prove their suitability to assume the roles at the company. The interviews will investigate the development of personal, social, communication and problem solving skills among many others. The examiner will create real life situation and engage the students in conversation as the students strive to resolve the problems. The examiner will investigate the level of confidence and the level of growth in the learners especially during the training (McGregor, 1991). The three methods of assessment will run concurrently with the view of identifying the most appropriate individual for the position. A successful candidate will be the one who scores the highest cumulative grade from the three methods of assessment. References Barbazette, J. (2005). Training Needs Assessment: Methods, Tools, and Techniques. Hoboken: John Wiley & Sons. Brislin, R. W., & Yoshida, T. (1994). Improving intercultural interactions: Modules for cross cultural training programs. Thousand Oaks: Sage Publications. Films for the Humanities & Sciences (Firm), Films Media Group., & San Mateo County Community College District. (2005). Knowledge, skills, and abilities. New York, N.Y: Films Media Group. McGregor, E. B. (1991). Strategic management of human knowledge, skills, and abilities: Workforce decision-making in the postindustrial era. San Francisco: Jossey-Bass Publishers. Richman, L. (2006). Improving Your Project Management Skills. New York: American Management Association. Read More