Company Name: 3D Training Telephone: Fax: Cell Phone: Email: ugeshvarinaidoogmail.com Website:

Course Title:   Customer Services

1.              Background
 
A key enabler of good customer service business performance is trained and competent staff. Companies invest in world class processes and IT systems, but these will not realize their full potential unless operated by properly trained staff, assessed as fully competent.
 
Experienced line people are used on a co-opted basis to fill this gap, but this is in addition to the demands of their normal jobs. There is a lack of a standard national approach to the identification and management of training requirements for the various customer service job profiles.
 
2.              Motivation
 
The conducting of takes place in line with training needs at a specific time, generally when employing new staff, or when a crisis hits the business. Training material is hastily put together to meet the needs of the crisis, and the material is generally not inclusive to manage all aspects of customer needs. This leads to different interpretations of the training material, resulting in mixed messages given out to our customers.
 
A scientific training process caters for a Learner going through various processes of Learning, leading up to documented evidence of a Learner deemed to be competent in a particular discipline.
 
Specifically, the process needs to cater for:
i)                     the training management of pipeline learners entering the business,
ii)                   for the on-job development and performance improvement needs of experienced staff, as well as
iii)                  the aspirations of staff who would like to increase their academic learning in their chosen field, and achieve formally recognised qualifications.
 
The process also needs to cater for the periodic refresher training of experienced staff, for update training when process or system changes and improvements are implemented, and for the management of training material and content, to ensure that the latest version of any module is always up to date and available to all regions.
 
3.              Benefits to Company
 
·    Well educated employees we believe will equate to happy customers.
·    Employees who know and understand what they are talking about will provide a positive face to your company.
·    Increase in service level
·    Decrease in absenteeism thereby reducing shrinkage.
·    Multiskilled employees
·    Well balanced employees
 
4.              Aimed At
 
    •    All new staff recruited into Customer Service
    •    All temporary staff employed in Customer Service (as for the standard training requirements for the post occupied)
    •    Any staff member requiring retraining in terms of his/her Personal Development Plan
 
 
5.         Scope of work/supply

The scope entails the following:
 
●        Needs Analysis
●        Selection of the candidates for the program
●        Evaluation and feedback

a.                        Needs Analysis
To conduct a business requirements workshop to finalise scope and deliverables for the development of the   Programme.

Deliverables:
 
·                Project objectives and scope definition
·                Project Approach and Plan
·                Risk and Issue Log

b.       Selection of Candidates
Determine and define process to be utilised for selection of candidates from the business who will qualify to register for the Programme

             Deliverables
 
·                Development of a selection process for learners
·                Involvement of relevant business representation to ensure support for the selection process
·                Hand-over/ operationalisation of the selection process to relevant business parties

c.              Program
·   Once the program has begun:
●   Assessment Program: As part of Phase 2, assessment forms will be handed out. These assessment forms are for assessing of learners within the business. These forms will be designed by the needs analysis team.
●   Identification and Training of Coaches/Mentors: It is essential for the success of this program that a coach be identified that can provide learners with “on the job” training and assessment of said learners. A three day workshop will be held where all coaches will receive training in abovementioned skills.

d.             Evaluation, reporting and feedback
Candidates receive feedback after each assessment event and formal progress reports from the provider after completion of each subject. A full post-project report and impact study will be made available to the company after completion of the programme.
.
6.              Materials and/or facilities
 
·         Requires access to Company Offices and staff.

Course Title 2 Customer Services Classification Business -> Customer Service Course Requirements Price R1250 for 3 days Notes

Course Information Location Kwazulu Natal - Durban Course Type Workshop Start Dates Length of Course 3 days Final Registration Date

Contact Details Name Ugeshvari Naidoo Phone 0837929994 Email ugeshvarinaidoogmail.com