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Training Presen ta tion

BULL MOUNTAIN. Training Presen ta tion. Working Effectively and Accurately. Schedule F or The First Day. Overview of Day One. Company Background Customer Service Quiz Review Quiz Where A re Y ou Game Listening Cues G ame Blind Maze Guest Speaker: John Tschohl

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Training Presen ta tion

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  1. BULL MOUNTAIN Training Presentation Working Effectively and Accurately

  2. Schedule For The First Day

  3. Overview of Day One • Company Background • Customer Service Quiz • Review Quiz • Where Are You Game • Listening Cues Game • Blind Maze • Guest Speaker: John Tschohl • Review with John Tschohl

  4. Employee Recognition: Day One • PAYED 8 HOURS OF THEIR REGULAR PAY • FREE CATERED LUNCH AT THE END OF THE TRAINING DAY AND FREE DONUTS AND COFFEE AT THE 15 MINUTE BRAKE • TOP 10 EMPLOYEES WITH THE MOST QUESTIONS CORRECT ON THE FIRST QUIZ WILL RECEIVE A $100.00 GIFT CARD • THE TEAM THAT COMES UP WITH THE MOST ANSWERS FOR WHY LISTENING IS EFFECTIVE WINNS 20 EXTRA RAFFLE TICKETS PER TEAM MEMBER. • THE TEAM THAT COMPLETES THE BLIND MAZE IN THE BEST TIME WILL RECEIVE AN EXTRA ½ DAYS VACATION • AT ANY RANDOM TIME EMPLOYEES CAN EARN RAFFLE TICKETS THAT WILL BE PLACED INTO A DRAWING AT THE END OF THE WEEKEND. THE WINNER WILL RECEIVE A NEW SNOWBOARD OR SKIS (THEIR CHOICE)

  5. Review Quiz • 1. A complaining customer is: • A. Always right • B. Almost right • C. Often lying • D. Always the customer • 2. Customers who complain: • A. Had unhappy childhoods • B. Are genetically predisposed to be sourpusses • C. Have trouble in their primary relationships • D. Are doing you a service in identifying what isn’t working in your business or organization • 3. The best reward for your customer service representatives is: • A. Earplugs and punching bags • B. Valium or other mind-numbing drugs • C. Recognition and appreciation on your part • D. Anger management seminars • 4. CRM stands for: • A. Customers Rarely Matter • B. Can’t Remember Much • C. Communicating Random Meaning • D. Customers Rudimentarily Managed • E. Customer Relationship Management • 5. Customers who complain want . . . • A. Something for nothing • B. To be heard and have their experience validated • C. To vent for the sport of it • D. To be made majority shareholders in the company • 6. Customer Service departments: • A. Are the afterthought that cleans up messes other departments cause • B. Build customer loyalty • C. Are leaders in understanding customer behavior patterns and market research • 7. For a company to be considered service-oriented: • A. It must mention customer service in its mission statement. • B. At least 18.3% of its employees must work in the customer service department • C. Its managers must at one time have been CSRs • D. Customer service must be addressed by all departments • 8. A Call Center is defined as: • A. The midpoint in duration of a telephone call • B. A revenue sink hole • C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls • D. A location where complaints and problems are converted into successful saves for your customers and your company • 9. Customer Care is: • A. A managed care medical program for customers • B. A nifty alliterative phrase that looks good in company brochures • C. A new program where customers care for themselves • D. A philosophy wherein the customer is wrapped in service even before a problem arises • 10. Customer Service Culture is • A. A new form of yogurt where the lid removes itself for you • B. Behavior being analyzed in a Petrie dish for contagions • C. A mythical civilization in which everyone smiles and welcomes you when they meet • D. An environment where customer service permeates the thinking of the entire company

  6. Schedule For The Second Day

  7. Overview of Day Two • Creative Resort Game • Ball Toss Drill • Customer Service Training Video • Role Playing • Retake Customer Service Quiz

  8. Employee Recognition: Day Two • PAYED 8 HOURS OF THEIR REGULAR PAY • FREE CATERED LUNCH AT THE END OF THE TRAINING DAY AND FREE DONUTS AND COFFEE AT THE 15 MINUTE BRAKE • EACH EMPLOYEE ON THE WINNING TEAM OF THE CREATIVE RESORT GAME WILL RECEIVE A FREE WEEKEND STAY AT THE RESORT WITH HIS/HER FAMILY • THE TEAM THAT COMPLETES THE BALL TOSS DRILL, WITH THE FEWEST IDEMS DROPED WILL WIN A NEW PAIR OF SNOW GLOVES FOR EACH TEAM MEMBER • THE TOP TEN PEOPLE WITH THE MOST IMPROVED QUIZ SCORE WILL RECEIVE A $20.00 GIFT CARD • TICKETS THAT WILL BE PLACED INTO A DRAWING AT THE END OF THE WEEKEND, THE WINNER WILL RECEIVE A NEW SNOWBOARD OR SKIS (THEIR CHOICE)

  9. Summary • Briefly review what was presented • Identify ways to apply training • Request feedback on training session

  10. More Information • List other training sessions • List books, articles, and electronic sources • List consulting services, other sources

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