The organization recognizes that customer service entails meeting the needs and expectations of the clients and customers of the organization. Ability to meet the needs of the customers implies that the organization has already identified and understood the needs of the customers. In addition, the organization knows the expectations of its clients (Monks & McMackin, 2001). In fact, customer service should entail the capacity of the organization to treat others in a way that we ourselves want to be treated. The customer service implementation plan should recognize that the new employees need to provide excellent customer service in a consistent manner meaning that the employees ought to work as a team in order to achieve their goal (Monks & McMackin, 2001). As such, the training should be skewed towards explaining to the employees the importance of working as a team since a team will always be able to deliver high quality service in an effective manner.
Although some employees might suppose that provision of high quality customer service is an individual responsibility, it is imperative to mention that personal attributes have no place in an organization that seeks to provide such services consistently. Among the major training topics for new employees will include but not limited to; sharpening the customer services skills of the new employees by providing ample training on effective techniques that meet the needs and the expectations of the customers. This is possible by cultivating a positive corporate image, enhancing teamwork and problem solving skills as well as customer care. In addition, the employees will be trained on generating a specific level of performance that reflects commitment and that which enhances a culture of high quality services that is entrenched in professionalism.
In order to achieve the objectives of the customer service training, it is imperative to provide employees with a method of training that is easy to learn and easy to remember. This is possible by adoption of a method that dwells on customer experiences and situations and focuses on resolving frustrating problems raised by customer in everyday encounters. To that end, I would prefer using presentations, role play and simulations (Huselid et al., 1997). Presentations entail hiring a professional to offer lectures to employees on the appropriate behavior that employees should uphold when dealing with the customers (Smith & Mazin, 2004). The trainer provides tips that are essential to follow when dealing with the employees. This will enhance the trainees’ ability to deal with the customers. In order to understand the use of the tips provided in the presentation, it is important for the trainees to engage in role plays that depict a customer and an employee. The trainees will be required to use their acquired knowledge to deal with customer experiences that the trainer will simulate (Smith & Mazin, 2004). All these methods of training will lead to better equipped employees who possess skills and knowledge about different customer situations.
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