Training And Managament Essay

1920 words - 8 pages

Introduction
Focus Learning is pleased to submit our proposal for 2 days- The Service I.M.A.G.E Training Programme, customer service training for your organization, INTI International University, Nilai Campus.
The Service I.M.A.G.E Training Programme is specifically designed to encourage and support a more customer centric workforce especially the frontlines thereby enhancing customer satisfaction and retention within your organization. Our training solution is also designed to complement, integrate and support other customer service initiatives within organisation.
After reviewing this proposal, we look forward to a decision to implement the training after agreeing final fees and ...view middle of the document...

Clearly, time and money spent on The Service I.M.A.G.E Training Programme is not only a good business practise, but also a profitable investment. Our specially designed training builds understanding of customer satisfaction dynamics and emphasizes the role of employees in achieving internal and external customer service goals.

Possible customer service challenges currently being faced
The Service I.M.A.G.E Training Programme is designed to tackle;
* Existing customer service challenges (sources of common customer complaints)
* Internal customer alignment issues
* Perceived future service challenges
* Or in “blue skies’ mode to think about ways of improving the overall level of service delivery within the company.
Like most dynamic organizations, your organisation will need to graduate beyond the narrow and limited perception of product quality as its main source of differentiation. Global technological standardization has significantly eroded technological and product based differentiation to a point that customer service in now becoming the key sustainable advantage organizations can rely upon.
We strongly believe that a business can only build a sustainable competitive advantage if the firm driven by a customer driven approach of continuously trying to improve its product and services. The boom in consumerism has given rise to mature and demanding customers and dynamic businesses must quickly adapt to these changes to fully capitalize on emerging market opportunities.
Training objective
Employees are customers’ point of contact for service, enquiries and complaints; it is important that they should understand how they customer should be served. They also provide the Name, Face and personality the customer encounters every time they interface with organisation. Ultimately, whether your organization is known for good or bad service depends largely on your customer service campaign; as front liners their ability, professionalism, actions, attitude, commitment and compassion will significantly impact the image, reputation and fortune of an organisation.
This undoubtedly requires that these employees be well trained and adequately armed with the proper service attitude mindset and techniques. This training should cover all practical aspects of customer service, be administered organization wide with critical streams induction programmes for new and existing employees. It should then be closely monitored and reinforced to ensure that the principles are being applied.
The 2 days The Service I.M.A.G.E Training Programme is designed to provide employees in INTI International University with the knowledge, skills and attitude to manage and deliver exceptional customer service, guaranteed to influence your customers choice of your organisation as their preferred service provider. It will also provide the essential foundation

for creating renewed customer service awareness among the employees that will enhance their...

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