Customer Service Case Study Essay

Case Study: Training for Customer Service Specialists Customer service is a critical aspect of doing business for many organizations. This is where the consumer has contact with the organization, and if they feel like a problem or an outsider, their view of the organization will likely be diminished. Professional customer service workers will understand the process of responsive listening, a process that works to show the listener both hears and cares about what is being said (Stern, 1997). In addition to communication skills, customer service professionals need to be trained in conflict resolution. Customer service employees are the face of an organization, and having the ability to have consumers walk away satisfied, while remaining

Individuals will need to initiate training that is based on ongoing training, improving both customer service functions and operational activities (Blanchard, & Thacker, 2013). There are three learning objectives needed for the position of CSS. The first is: In the face of any conflict, workers will continually provide courtesy, respect, tact, and a real desire to meet consumer needs at the organizations expectations, ensuring their primary needs are continually meet. This learning objective will require the following knowledge, skills, and abilities (KSA’s); knowledge of responsive listening, skilled in communicating in person and on the phone, ability to communicate with empathy. This initial learning objective, communication, will provide the base for the remaining learning objectives, and without it, the remaining objectives will not be

This will be provided to all new employees, helping them gain an understanding of how the organization is to be represented. This will be followed up by training that is focused on the learning objective; communication. Material will be based on two communication skills, relative listening along with empathy, as both will help ensure intimacy is gained, and the consumers know what is heard is what they are saying. This will be the backbone for the CSS workers, and it will utilize four of the ten weeks training will be provided. The next module will entail a two one week segments; one will focus on conflict management skills, and the second will work to help trainees simplify complex information, improving their ability to help consumers know the organization does not want to confuse the situation with industry slang. As the seventh week is completed, learners will be expected to utilize the skills already presented. The next two weeks of training will be on critical thinking, and the process and procedures consumers have identified as a barrier. Upon completion of the critical thinking modular, week nine, trainees will be assessed for desired abilities, and weaknesses to be addressed the final week, helping to ensure training objectives are being met. Training will be constantly updated, and presented through a non-direct format, helping to progress performance continually over time