marci’s clothing training on irate customers
DESCRIPTION
Marci’s Clothing Training on Irate Customers. Trainers: Brooke Kehoe Maggie Sherlinski Marin Granteed Selena Beltran. Marci’s Clothing Needs Assessment Methods. Mission Statement Vision Values. Needs Assessment Method. Management sent out survey to see what areas needed most training - PowerPoint PPT PresentationTRANSCRIPT
Marci’s ClothingMarci’s ClothingTraining on Irate Training on Irate
CustomersCustomersTrainers:Trainers:
Brooke KehoeBrooke KehoeMaggie SherlinskiMaggie SherlinskiMarin GranteedMarin GranteedSelena BeltranSelena Beltran
Marci’s Clothing Needs Assessment Marci’s Clothing Needs Assessment MethodsMethods
Mission StatementMission Statement
VisionVision
ValuesValues
Needs Assessment MethodNeeds Assessment Method Management sent out survey to see what areas Management sent out survey to see what areas
needed most trainingneeded most training
Result: Employees needed training on how to Result: Employees needed training on how to deal with irate customersdeal with irate customers
Trainee PositionTrainee Position Deals with Irate CustomersDeals with Irate Customers
How to Handle Oneself How to Handle Oneself
Importance of CustomersImportance of Customers
Nature of the TraineeNature of the Trainee Ages 16-70+Ages 16-70+ Need the proper KSA’s Marci’s Clothing Need the proper KSA’s Marci’s Clothing
requiresrequires KnowledgeKnowledge SkillsSkills AbilitiesAbilities
Number of Trainees & Type of Number of Trainees & Type of OrganizationOrganization
There will be 10 employees participating in There will be 10 employees participating in the training sessionthe training session
Marci’s Clothing is a small retail store that Marci’s Clothing is a small retail store that sells clothing, shoes and accessories for all sells clothing, shoes and accessories for all agesages
Training LocationTraining Location The location for the training session will be The location for the training session will be
conducted in a training facility located at each conducted in a training facility located at each individual branchindividual branch
The training room is located in a room at the The training room is located in a room at the back of the storeback of the store
The setup is a horseshoe shape so the trainees The setup is a horseshoe shape so the trainees and trainers could easily interact with and trainers could easily interact with eachothereachother
Objectives of TrainingObjectives of Training Understand, accept, and commitment to policies.Understand, accept, and commitment to policies.
Handle disgruntled customers based on the Handle disgruntled customers based on the information given during the training.information given during the training.
Make sure the trainee is able to apply role playing Make sure the trainee is able to apply role playing theories to the actual customer. theories to the actual customer.
Help customers while staying within guidelines. Help customers while staying within guidelines.
Type of Training ActivitiesType of Training Activities Activity is based on psychomotor activities- Activity is based on psychomotor activities-
movement or muscular activity associated with movement or muscular activity associated with mental processesmental processes
Role Playing- allows employees to interact and Role Playing- allows employees to interact and practice the learned knowledge in a low pressure practice the learned knowledge in a low pressure settingsetting
Length of TrainingLength of Training
The session will be held over one 8 hour day The session will be held over one 8 hour day of Guest Services Training. of Guest Services Training.
It will begin from 8:30am-4:30pmIt will begin from 8:30am-4:30pm
Topics OutlineTopics Outline Training Module – Dealing with Irate Training Module – Dealing with Irate
CustomersCustomers Company guidelines - greeting & Company guidelines - greeting &
assisting customersassisting customers Company guideline on how to handle Company guideline on how to handle
customer complaintscustomer complaints Discussion & Review of company guidelinesDiscussion & Review of company guidelines
Videos that will be usedVideos that will be used Viewing of videosViewing of videos Discussion of videosDiscussion of videos
Topics OutlineTopics Outline Steps in Dealing with an Irate CustomerSteps in Dealing with an Irate Customer
Empowering EmployeesEmpowering Employees
Making role playing the most meaningful Making role playing the most meaningful training tooltraining tool
Dealing with Irate Customers Training Session Agenda - 8:30am-Dealing with Irate Customers Training Session Agenda - 8:30am-4:30pm 4:30pm
8:30- 9:30: Ice Breaker 8:30- 9:30: Ice Breaker 9:30-9:40: Brief introduction will be given to pinpoint the key 9:30-9:40: Brief introduction will be given to pinpoint the key
learning points for the day learning points for the day
9:40-10:30: Lesson on how to greet customers and assist 9:40-10:30: Lesson on how to greet customers and assist customers according to company guidelines. customers according to company guidelines.
10:30-12:00: Lesson on how to deal with an irate or angry 10:30-12:00: Lesson on how to deal with an irate or angry
customer customer Videos & the company's policy will be thoroughly covered. Videos & the company's policy will be thoroughly covered.
12:00-1:00: 1 Hour break for lunch 12:00-1:00: 1 Hour break for lunch
Dealing with Irate Customers Training Session Agenda Dealing with Irate Customers Training Session Agenda - 8:30am-4:30pm- 8:30am-4:30pm
1:00-1:40: Discussion on empowering employees and the steps 1:00-1:40: Discussion on empowering employees and the steps needed to handle an irate customer:needed to handle an irate customer:
1:40-2:00: Trainee questions and answer period to clear up any 1:40-2:00: Trainee questions and answer period to clear up any confusion on how to deal with irate customers confusion on how to deal with irate customers
2:00-3:00: Role Plays: Different scenarios will be set up where the 2:00-3:00: Role Plays: Different scenarios will be set up where the
trainee will have to handle an irate customer’s complaint. trainee will have to handle an irate customer’s complaint. 3:00-4:00: Trainers will critique the trainee’s role playing 3:00-4:00: Trainers will critique the trainee’s role playing
performance performance 4:00-4:30: Open Forum for trainees to ask any type of questions 4:00-4:30: Open Forum for trainees to ask any type of questions
before the end of the training session. before the end of the training session.
Ice BreakerIce Breaker Trainees sit in horseshoe Trainees sit in horseshoe
Each trainee states worst customer service incident Each trainee states worst customer service incident
Next, the other trainees will say how they would have handled Next, the other trainees will say how they would have handled the problemthe problem
After everyone has finished, the person who stated the After everyone has finished, the person who stated the problem will tell how they handled it, and if it worked or notproblem will tell how they handled it, and if it worked or not
This gives the trainees who already know each other a chance to This gives the trainees who already know each other a chance to see others views on handling a situationsee others views on handling a situation
Training Strategy/MethodologyTraining Strategy/Methodology
PresentationPresentation LectureLecture Audiovisual TechniquesAudiovisual Techniques
Hands-onHands-on Case StudyCase Study Role Plays Role Plays
Group BuildingGroup Building Team Training-Coordination Team Training-Coordination TrainingTraining
Training Technology/MediaTraining Technology/Media Multimedia TrainingMultimedia Training
AudiovisualAudiovisual Different videos will be shown to visually show employees how Different videos will be shown to visually show employees how
others have handled difficult customer service situationsothers have handled difficult customer service situations
Computer basedComputer based CD-ROM, e-interactive video, the Internet, video, virtual reality, CD-ROM, e-interactive video, the Internet, video, virtual reality,
and simulations. and simulations.
Training Content/ActivitiesTraining Content/Activities Activity:Activity:
Role PlaysRole Plays Trainees will act out different customer service Trainees will act out different customer service
situationssituations Trainers will then critique the trainees performance Trainers will then critique the trainees performance
during the role playsduring the role plays VideosVideos
Training ContentTraining Content Company Guidelines – greeting and assisting customersCompany Guidelines – greeting and assisting customers
Company Guidelines – how to handle customer complaintsCompany Guidelines – how to handle customer complaints
Steps in Dealing with an Irate CustomersSteps in Dealing with an Irate Customers
Empowering EmployeesEmpowering Employees
Making Role Playing the most meaningful training toolMaking Role Playing the most meaningful training tool
Evaluation ProceduresEvaluation Procedures Kirkpatrick’s Four Level Framework of Kirkpatrick’s Four Level Framework of
Evaluation Criteria Evaluation Criteria higher level outcomes should not be measured unless higher level outcomes should not be measured unless
positive changes occur in lower level outcomes. positive changes occur in lower level outcomes. There will be a test given at the conclusion of There will be a test given at the conclusion of
the training session, which will be graded by the training session, which will be graded by the trainers .the trainers .
situational questions situational questions open ended forum open ended forum
Evaluation ProceduresEvaluation Procedures Skill Based OutcomesSkill Based Outcomes
role playing simulations,role playing simulations,
educational videos educational videos
trainers will evaluate the trainees’ responses to the trainers will evaluate the trainees’ responses to the situation and critique their performance. situation and critique their performance.
Follow-Up ProceduresFollow-Up Procedures An Evaluation will be given at the end of the session An Evaluation will be given at the end of the session
Strongly Disagree Disagree Neither Agree Strongly AgreeStrongly Disagree Disagree Neither Agree Strongly Agree 1 2 3 4 5 1 2 3 4 5 1.)1.) I had the knowledge and skills needed to learn in this training session. I had the knowledge and skills needed to learn in this training session. 2.) 2.) The facilities and equipment made it easy to learn. The facilities and equipment made it easy to learn. 3.)3.) The course met all of the stated objectives. The course met all of the stated objectives. 4.) 4.) I clearly understood the course objectives. I clearly understood the course objectives. 5.) 5.) The way the training session was delivered was an effective way to learn. The way the training session was delivered was an effective way to learn.
BudgetBudget Training Budget.doc
Training Room LayoutTraining Room Layout Horseshoe ShapeHorseshoe Shape
Helps trainees interact better with each otherHelps trainees interact better with each other
Questions!?Questions!?