Train Customer Service Reps for Success

Rachel Armstrong

Description

Customers now have many ways to get in touch with companies, whether via phone and email or social media and online chats. They have expectations, and organizations need to meet those demands to remain competitive. In this issue of TD at Work, Rachel Armstrong details how talent development professionals can ensure that customer service teams are providing customer experiences that meet high standards. She details:
· The skills customer service teams need to meet customers’ expectations
· Techniques for training new hires for those skills
· Methods to effectively support customer service reps after the training program
· Ways to prepare reps for the futureTools and resources included in this issue are a needs assessment checklist and blended learning ideas and planning charts.

Sujets

• Efficacité professionnelle
• Efficacité
• Business
• Economics
• Training
• Employabilité, métiers et formations

Informations

• Publié par: Association for Talent Development
• Date de parution: 24 octobre 2014
• Nombre de lectures: 0
• EAN13: 9781952157820
• Langue: English

Extrait

at work TIPS, TOOLS & INTELLIGENCE FOR DEVELOPING TALENT

MARCH BONUS 2021 ISSUE 2113

Train Customer Service Reps for Success Rachel Armstrong

TRAINING DELIVERY AND FACILITATION

training delivery and facilitation VOL. 38 • ISSUE 2113 • MARCH BONUS 2021

TRAIN CUSTOMER SERVICE REPS FOR SUCCESS

A Positive Experience.........................................................................................2

Needs Assessment ..............................................................................................2

Necessary Skills .....................................................................................................3

Designing a Balanced Training Program...................................................5

Developing High Performers..........................................................................8

Conclusion ............................................................................................................ 12

References ............................................................................................................. 13

TOOLS & RESOURCES

Needs Assessment Checklist ...................................................................... 14

Blended Learning Ideas and Planning Charts ...................................... 15

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TD at Work(ISSN 23735570, Electronic ISSN 23735589, ISBN 9781952157813, Electronic eISBN 9781952157820) is published monthly by the Association for Talent Development, 1640 King Street, Alexandria, VA 22314.TD at Workis available for subscription in print or digitally. ATD national members receive a digital subscription toTD at Work, plus archive access, as part of their membership dues. The subscription rate for the Monthly AllAccess (12 print and digital issues, plus archive access) is $119 (ATD national members) and $159 (nonmembers). The monthly digital subscription rate for 12 issues is $99 (nonmembers). Periodicals postage paid at Alexandria, Virginia, and additional entries. POSTMASTER: Send address changes toTD at Work, 1640 King Street Alexandria, VA 22314. Claims for replacement of subscription issues not received must be made within three months of the issue date. Copyright © March 2021TD at Workand ATD. All rights reserved. No part of this work covered by the copyright hereon may be reproduced or used in any form or by any means—graphic, electronic, or mechanical, including photocopying, recording, taping, or information storage and retrieval systems—without the express written permission of the publisher. For permission requests, please go to copyright.com, or contact Copyright Clearance Center (CCC), 222 Rosewood Drive, Danvers, MA 01923 (telephone: [phone], fax: [phone]). ATD Press grants permission for the material on pages 14–16 to be reproduced for personal use.