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1. Long-Term Training Initiative – This is an all-encompassing and most effective approach to creating a strong customer service organization. For organizations with small or no training departments, or departments too overwhelmed with their daily operations to launch a service training initiative, CDA will work with you as your contract training manager to align your training efforts with your organization’s vision, mission, values and practices.
Highlights of the Long-Term Training Initiative include:
- In-depth interviews with key management and staff and research of company data and materials, to develop a customized, customer service philosophy and training program unique to your organization
- Comprehensive planning, facilitation, and creation of a customer service philosophy and training initiative to include training materials and media, training curricula and ongoing communications plan
- Train-the-Trainer program for in-house management and staff instructors
- Detailed instructor’s script
- Determination of specific corporate "language" and terminology
- Audio-visual media as needed
- Written materials, handbooks, collateral pieces
- Launch of an ongoing internal communications initiative
2. Comprehensive Skills-Based Training -- This is a training commitment to achieve a specific performance goal (usually a minimum of 90 days). Examples might include customer service leadership training; people skills; motivating service employees, etc. or a combination of topics.
- Programs may be conducted within one department or across the organization.
- Performance measurements are taken throughout the training process to monitor training effectiveness.
- Follow-up and "refresher" training as needed.
3. Written Training Materials -- Research and writing of training and internal media crucial to establishing an exceptional service culture:
- Company history and philosophy
- Customer service philosophy and practices
- Customer Service and/or New Employee Orientation video and materials
- Newsletter articles; ghostwriting for executives
- Speechwriting
- Various handouts and collateral materials emphasizing organizational philosophy
4. Customized Program Design – This occurs when an organization requests a specific program designed for its unique organizational culture:
- Topics often include customer service techniques, leading and motivating exceptional customer service, building the service team, New Employee Orientation, etc.
- Trainer’s script and visual presentation is developed through meetings with key staff members.
- A train-the-trainer program is often included to coach and guide in-house staff to facilitate the training.
5. On-Site or Off-Site Programs – Often one-day or short term events are needed. As with all of our programs, a pre-assessment will be conducted to assure that we understand the specific issues and needs of your organization.
- Typical topics include:
- Customer Service Training (see page 7)
- Departmental team-building retreats
- Interpersonal skills
- Conflict intervention and mediation
- Dealing with change
- Custom-designed events
6. Keynote Speeches and Brown Bag Presentations
- 60-90 minute topics relevant to today’s business issues focused on the customer.
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