Service Inc.

Customer Service Inquiry 2015

This is a customer service training for a company which internationally spans their
services across multiple cultures. Through this session employees will partake in a
small activity which they will have to think critically to help an unruly customer
solve their issue. This session has been put into action to let employees identify if
their work has met the expectations of the company as a whole.

Objectives

Employees will change their method of customer service which will improve
their work output and decrease complaints of customer service by 3%
Employees will be able to use their work tools to decrease mean time of
customer service time by 2 minutes

This training will be held multiple times throughout the day. Groups of 15-20
employees will attend this training.

Personal Discovery
The employees of Service Inc. have a hierarchy of ages stringing from younger
employees who are the ones delivering customer service, to elder higher ups which
develop the product technology which goes out to the world. This training is being
directed at the customer service employees because their services have to reach
from China to western Europe.
The younger audience has grown up with a traditional Chinese teaching style,
however they have begun to take instruction in new ways. Many of the students
have experienced instruction in two new ways in particular. During higher education
they have received much more instruction through the use of technology. The
second method of instruction they received was during university level education
over seas in America. Many of the employees of Service Inc. have experienced
college education outside of China.
Facilitator Directions
Side note: Facilitator must be of an older age, preferably delivers the training
alongside a manager of employees. The facilitator should understand the audience
they will be instructing will be reluctant to answer questions. The first part of their
training will be old style instruction where the learners will be taking notes. The
facilitator will understand that the discussion and reflection portion will be part of
the third module.

Module 1. ( 5 Minutes in length)

This module was designed in traditional Chinese styles where an the facilitator is
delivering a lecture to the group. Being a part of a culture which wants to take in as
much information as possible we need to cater to their needs before we can move
onto the second module.
1. Begin with welcoming group to the session
2. Outline in lecture form the expectations of the company on a white board
a. The dos and donts of the job position
b. Outline complaints that have come in
c. Short reminder of how to use technology
d. Deliverable of company objectives and how employees excellent
customer service helps the business as a whole.
Module 2. (5 Minute long video)
This second Module was designed as a transition from old style instruction to the
new. A five minute training video is going to help them bridge the game from taking
notes and learning the new information, to actually going and applying the
information in the final 5 minute module.
Outline of Video
The instructional video will involve employees using the same technology the
employees of Service Inc. use to provide their customer service. The video will
convey the use of the technology through shots of the actors using the technology
properly.
1. Video begins with a customer calling in asking for service
a. Customer begins to be difficult and is causing problems
b. Operator is incompetent and provides customer with bad information
out of panic
c. Customer says thanks and hangs up
d. Operator receives call from same customer later that day complaining
the information received made the information worse.
e. Clip ends with explanation about why that was bad customer service.
2. Video clip two begins with customer calling asking for service (same scenario)
a. Customer is being difficult causing problems for operator
b. Operator calmly and collectively asks the customer for some additional
information
c. Operator asks customer for call back number to have a follow up
phone conference as they are unsure about the solution to problem
d. Operator calls for conference with manager and they solve the
customers problem
e. Operator contacts customer within call back time with customers
solution
f. Customer is satisfied

3. Instructor ends video with explanation about why this is the method the
company chooses to go by.

Module 3 (5 minute long application of skill)

In our final Module employees will be grouped together as a whole and be
approached with a difficult customer service problem. They will need to discuss and
figure out the best method of approach to solve the issue. This module is an
experience on Western culture. Not all employees will have had Western style
learning, however the majority will have. This was done in hopes that employees
who have had the teaching will converse and share their skills with their fellow
employees.

Problem: A client has not received their shipment on time and has called for the
third time. They are unsatisfied with our customer service.
Actions
1. The training group is approached with the issue. They need to create the
following.
a. Action plan for follow up conference
b. Steps required to solve customer problem
c. How to accommodate the customer to increase chances of them doing
business with Service Inc. in the future.