Customer Service Training Checklist

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1. Define Success of Your Training Programme.
   • Have clear expectations and results to be obtained at programme completion.
   • Set objectives for the programme.
   • Make a definition of success for your training endeavor.
   • Let your employee figure out your definition and understand what success looks like.
   • Quantify measures of success. For example:
     • Satisfaction (as a manager you’re satisfied with results your employees gained after training).
     • Goal achievement (goals and objectives of your training programme has been achieved).
     • Improvement (there’re some improvements to be applied to your custom service after the training process is finished.)
   • Provide these measures to employees as major goals they must accomplish during and at the end of the training process.
2. Define Key Principles for the Programme.
   • Every single customer is treated as special.
   • A customer service employee always respects your company’s customers, regardless of how this employee is treated by the customers.
   • Prioritization is used to handle multiple requests.
   • A customer service employee always tries to anticipate what a customer needs in order to provide a better service.
   • Customer service is provided on a continuous basis, from the very beginning to the end of every transaction.
   • Professional and courteous behaviors are used at all times.
   • A customer service employee always listens to a customer and tries to do his/her best to meet the customer’s needs.
   • A customer service employee promises to satisfy a certain need only if he/she is completely assured the promise can be made.
   • A genuine understanding and care are always used to figure out what a customer requests.
   • Every customer’s question is always answered, without exception.
   • Customer complaints are always handled with courtesy.
3.  Communicate the Programme.
   • Create your programme in the form of an action plan that specifies key activities and tasks for achieving success.
   • Share this document between employees involved in providing customer service.
   • Be sure your employees know what you expect to get after the programme is realized. For example, you can use a meeting as a good way to communicate the programme and tell your workers about upcoming training.
   • Set start date, finish date and duration for the training process.
   • Choose location where training sessions will be arranged.
   • Be sure your workers are aware of all this information.
4.  Provide Tools and Material Necessary for Training.
   • Provide your workers with software and hardware tools required for customer service training. For example, these tools include:
     • Special software dedicated to creating and sharing various training materials.
     • Presentation management software and slideware.
     • Graphic design applications.
     • Computers, laptops, headsets, microphones.
     • Cell phones, Pocket PCs, Blackberry.
     • Black boards and white boards.
   • Consider organizing additional training workshops and seminars to help your trainees as well as trainers to learn how to use software/hardware tools.
   • Provide your employees with necessary teaching material. For example:
     • Books and manuals.
     • Guides describing how to handle common situations and scenarios.
     • Examples of the best behaviors.
5.  Plan Scenarios for Training Sessions.
   • Describe roles for common situations.
   • Create a list of the most challenging situations ...

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