Week 7 Discussion Attachment
COLLAPSE
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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)
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Please no citations or references. This assignment I had to do again.
